Refund policy

 

At THE ZENOBIA, every piece is crafted with care. However, in rare cases of misprint, manufacturing defects, or courier-related transit damage, we follow a clear and fair process:

📦  Report Timeframe

  • You must report any defective, damaged, or misprinted item within 2 days of delivery (maximum 3 days).

·         This allows us to raise the claim with our production partner within their permitted time.

🛍 Mandatory Proof Required

     To process your replacement, please provide:

  • Unboxing video of the product clearly showing the issue
  • Photos of the damaged / defective item
  • Images of the original packaging & courier cover
  • Order number & customer name

🚫  If the unboxing video is missing and we cannot verify the cause, THE       ZENOBIA is not liable for refunds or replacements.

     After 3 Days

       Requests raised after 3 days will incur reprinting charges (product cost), as per ZENOBIA policy, which will not be entertained.

🛍 Courier Mishandling

       If the outer package arrives visibly damaged, please ensure:

  • Damage is recorded in the courier delivery remarks

·         Photos/videos of the damaged courier cover are taken immediately

               This helps us file a valid courier claim.

🛍️ Exchange

  • Size not right as per your order? Request an exchange within 5 days of delivery; the first exchange is free of cost. 
  • If a customer wishes to return or exchange a product due to personal preferences (such as choosing the wrong size), we do not provide refunds, only store credits or exchanges. For exchanges, a ₹140 fee applies for the first exchange of the same item, and a ₹200 fee applies for the second exchange of the same item.
  • Exchanges are subject to stock availability. If your size is unavailable, you’ll receive a store credit voucher.
  • If a defective or wrong item is received, we replace it free of cost once the above proof is submitted.

📦 Returns

  • Returns are accepted within 5 days of delivery.
  • Instead of refunds, you’ll receive a store credit valid for 12 months.
  • A ₹140 return handling fee applies per order (covers pickup, inspection & processing).
  • If your area doesn’t support reverse pickup, you may self-ship -we’ll reimburse courier charges up to ₹200 with proof.

🚫 Not Eligible for Exchange/Return

  • Final sale or clearance items
  • Customised/personalised pieces
  • Items without an unboxing video or adequate proof
  • Requests made after the allowed 2–3 day verification window for defective items

⏳ Cancellation

  • Prepaid Orders: Cannot be cancelled once placed.
  • COD Orders: Can be cancelled before dispatch only.