Refund and Returns Policy

Zaalpa Store
Operated by M/S Zaalpa Traders
Website: https://zaalpa.com
Last Updated: 1 November 2026

1. Introduction

Welcome to Zaalpa Store.

This Refund and Returns Policy explains the conditions and procedures for requesting returns, exchanges, replacements, refunds, and related assistance for eligible products purchased through https://zaalpa.com.

Zaalpa Store is operated by M/S Zaalpa Traders, a proprietorship business based in Uttar Pradesh, India.

This Policy applies to eligible products sold directly by Zaalpa Store and, where applicable, products offered by third-party marketplace sellers.

Product-specific conditions may apply and will be communicated on the relevant product page or during the purchasing process.

Nothing in this Policy limits or excludes any consumer rights or remedies available under applicable Indian law.

2. Return Eligibility and Time Period

Customers may request a return for eligible Fashion and Jewellery products within 7 calendar days from the date of delivery.

For a standard return, the product must generally:

Be unused, unwashed, and in its original condition.
Have its original tags, labels, and packaging.
Include all accessories, components, certificates, and promotional items originally supplied, where applicable.
Be accompanied by valid order or purchase details.
Meet the return eligibility requirements stated on the product page.

Returns are subject to verification and approval.

Different conditions may apply to defective, damaged, incorrect, or misrepresented products, and to claims protected under applicable consumer law.

3. Non-Returnable Products

The following categories are generally not eligible for standard change-of-mind returns:

Innerwear and intimate apparel.
Personal hygiene products.
Opened or used cosmetics and personal care products.
Customized, personalized, or made-to-order products.
Fresh fruits, vegetables, and other perishable grocery products.
Other products specifically identified as non-returnable before purchase, where legally permissible.

These restrictions do not automatically exclude claims involving damaged, defective, incorrect, unsafe, or materially misrepresented products.

Such complaints will be reviewed in accordance with applicable law and the circumstances of the order.

4. Damaged, Defective, Wrong, or Missing Products

If a customer receives a damaged, defective, incorrect, incomplete, or otherwise non-conforming product, they should contact Zaalpa Store as soon as reasonably possible.

Customers may be asked to provide:

Order number and contact information.
Description of the issue.
Clear photographs of the product and packaging.
An unboxing video, where available.
Other relevant evidence supporting the complaint.

Depending on the nature of the issue, product availability, verification findings, and applicable legal requirements, an appropriate resolution may include a replacement, exchange, refund, or another legally available remedy.

5. Unboxing Video Evidence Requirements

To support claims involving damaged, defective, wrong, or missing products, customers are strongly advised to record a continuous, clear, and unedited unboxing video.

The video should:

Clearly show the complete package before opening.
Display the package from all sides, including visible seals and the shipping label.
Show the package being opened in front of the camera.
Capture the product, its condition, quantity, and included accessories.
Continue without cuts, pauses, or editing until the contents have been inspected.

Customers should preserve the original packaging and relevant evidence until the complaint is resolved.

An unboxing video is an important form of evidence and may be requested during claim verification.

The absence of an unboxing video will not automatically invalidate a genuine complaint. Zaalpa Store will consider other reliable evidence and applicable consumer protection requirements when reviewing such claims.

Fraudulent, manipulated, or misleading evidence may result in rejection of an unsupported claim, subject to applicable law.

6. Fashion and Jewellery Exchanges

Eligible Fashion and Jewellery products may qualify for an exchange within 7 calendar days of delivery, subject to product eligibility and stock availability.

Exchange requests may include:

Size changes.
Colour changes.
Design or variant changes, where supported.
Replacement of incorrect or defective products.

For standard exchanges based on customer preference, the product must meet the applicable return-condition requirements.

If the requested replacement is unavailable, Zaalpa Store may offer an eligible alternative or refund, as appropriate.

An exchange is not guaranteed solely because a request has been submitted.

7. Exchange Shipping Charges

Where a customer requests an exchange because of a change in personal preference, such as size, colour, or design, the customer will generally be responsible for applicable exchange shipping charges disclosed before the exchange is processed.

Where an exchange is required because the seller supplied an incorrect, defective, or otherwise non-conforming product, the responsible seller or Zaalpa Store, as applicable, will bear the reasonable shipping costs required to provide the appropriate remedy.

Applicable consumer rights will remain protected.

8. Grocery Returns and Refunds

Fresh groceries, including fruits, vegetables, and other perishable products, are generally not eligible for standard change-of-mind returns.

Customers receiving damaged, spoiled, incorrect, missing, or otherwise non-conforming grocery items may request a review for an appropriate refund or replacement.

For fresh grocery issues, customers are requested to report the problem within 24 hours of delivery, wherever reasonably possible.

Customers should provide their order details and available photographic, video, or other supporting evidence.

The 24-hour reporting period is a standard complaint guideline and does not eliminate statutory remedies for genuine defects or issues discovered later.

Packaged grocery products may have different eligibility conditions depending on their nature, condition, packaging, expiry date, and applicable product-specific terms.

9. How to Request a Return, Exchange, or Refund

Customers may submit requests through:

Email: support@zaalpa.com

Website: My Account → Orders → Return Request, where this functionality is available.

Customers should include:

Order number.
Registered name and contact details.
Product name and quantity.
Reason for the request.
Relevant photographs, video, or other evidence.
Preferred resolution, where applicable.

Zaalpa Store or the responsible seller may request additional information reasonably necessary to review the claim.

Submitting a request does not automatically constitute approval.

10. Return Approval and Verification

Return requests may be reviewed against:

The applicable return period.
Product-specific eligibility conditions.
The reason for the return.
Available evidence.
The product’s condition.
Seller and order records.
Applicable consumer protection requirements.

Customers should wait for return instructions and the approved return address before sending any product.

Products sent to an unauthorized address or without sufficient identifying information may experience processing delays.

Approval of a return shipment does not necessarily mean that the refund has already been approved. The returned product may require inspection after receipt.

11. Return Pickup and Self-Courier

Where return pickup services are available, Zaalpa Store or the responsible seller may arrange pickup through an authorized logistics provider.

Where pickup is unavailable, customers may be instructed to send the product to an approved return address using a suitable courier service.

Customers should follow the packaging and shipping instructions provided during the return process.

The availability of pickup services may vary according to location, product category, seller, and logistics arrangements.

12. Return Shipping Charges

For eligible standard returns based on customer preference, the customer will generally bear the applicable return shipping charges.

Where the return results from a damaged, defective, wrong, or otherwise non-conforming product, the responsible seller or Zaalpa Store, as applicable, will bear reasonable return shipping costs required for the appropriate remedy.

Any customer-paid charges should be communicated before the return shipment is arranged, where applicable.

No provision in this section overrides statutory consumer remedies.

13. Refund Methods

Approved refunds may be processed through verified customer bank account details or UPI, subject to applicable payment-provider requirements, banking rules, identity verification, and legal obligations.

This approach may apply to orders originally paid through online payment methods, including Razorpay-supported payments, and Cash on Delivery (COD).

Where the payment provider, applicable law, or transaction requirements require a refund to the original payment source, Zaalpa Store may use that method instead.

Customers may be asked to provide accurate refund account information through an authorized and secure process.

Zaalpa Store will never require a customer to disclose their UPI PIN, card PIN, OTP, or banking password to receive a refund.

14. Refund Processing Time

Once a refund has been approved and all necessary verification requirements have been completed, Zaalpa Store will generally aim to initiate or process the refund within 7–10 working days.

This timeframe is subject to any shorter mandatory period prescribed by applicable law.

The time required for the refunded amount to appear in the customer’s account may also depend on banking networks and payment service providers.

Customers will be informed of material delays where reasonably possible.

15. Order Cancellation

Customers may request cancellation before an order has been dispatched.

Cancellation requests are subject to the order’s actual dispatch status and applicable product-specific conditions.

After dispatch, requests will generally be handled under the relevant return, exchange, or refund provisions.

Customized, personalized, and perishable products may be subject to additional cancellation conditions disclosed before purchase, where legally permissible.

Any statutory cancellation or refund rights remain unaffected.

Further details may be provided in Zaalpa Store’s separate Cancellation Policy.

16. Third-Party Marketplace Sellers

Zaalpa Store may offer products from its own inventory and from independent third-party sellers.

Where a product is supplied by a third-party seller:

The seller may be responsible for product quality, accuracy, fulfilment, and applicable return obligations.
Zaalpa Store may coordinate communication, return requests, and dispute resolution through its platform.
Seller-specific conditions may apply where clearly disclosed and legally permissible.
Customers may contact Zaalpa Store for assistance with orders placed through its website.

Third-party seller terms must not remove rights available to consumers under applicable law.

17. Rejected Returns and Misuse

A standard return request may be declined where the product is ineligible, the applicable return period has expired, or the product does not meet the stated condition requirements.

Requests involving fraudulent claims, deliberate product substitution, or manipulated evidence may also be declined following reasonable review.

These provisions do not prevent legitimate complaints or legally protected consumer remedies.

18. Customer Support and Complaint Resolution

For questions or assistance regarding returns, exchanges, replacements, refunds, or cancellations, customers may contact:

Zaalpa Store
Operated by: M/S Zaalpa Traders
Website: https://zaalpa.com
Customer Support: support@zaalpa.com

Customers should include their order number and a clear description of their concern.

Complaints will be reviewed according to the circumstances of the order and applicable legal requirements.

Where required by law, applicable grievance redressal information and procedures will be made available through the website.

19. Policy Updates

Zaalpa Store may update this Policy to reflect changes in business operations, product categories, marketplace arrangements, logistics, payment systems, or applicable legal requirements.

The latest version will be published on https://zaalpa.com.

Any updates will be applied consistently with applicable law and the terms governing the relevant transaction.

20. Governing Law and Consumer Rights

This Policy is governed by applicable laws of India, including relevant consumer protection requirements.

Nothing in this Policy is intended to restrict rights or remedies that cannot legally be excluded.

Customers may pursue remedies available under applicable law and through competent consumer dispute resolution authorities.