Refund policy
Overview
Zochii stands for effortless, honest care. If an order arrives damaged, incorrect, or incomplete, a quick, transparent resolution is provided. For hygiene and safety, most opened cosmetic items are not returnable; exceptions and remedies are outlined below.
Eligibility window
- Notify customer care within 48 hours of delivery for damaged, leaking, missing, or wrong items.
- Unopened, unused items in original condition and packaging may be eligible for return within 7 days of delivery where permitted by law.
- Beyond these windows, requests may not be accepted.
Non‑returnable items
- Opened or used skincare and body care products.
- Items without original packaging, with tampered labels/batch codes, or missing invoice.
- Free gifts, samples, and promotional items.
What is covered
- Wrong product received, item missing, or expired product delivered.
- Damaged or leaking on arrival.
- Quality issues confirmed after investigation.
Resolution options
- Replacement of the same item, subject to stock.
- Store credit for the order value (excluding shipping/COD fees, unless the issue is Zochii’s fault).
- Refund to original payment method when replacement is not possible.
Return shipping
- If Zochii is at fault (wrong/expired/damaged/missing): prepaid pickup or reimbursed return shipping.
- For discretionary returns (unopened/unused approved by support): customer pays return shipping; original shipping/COD fees are non‑refundable.
How to raise a request
- Email: [support@zochii.com] with order number, issue description, and photos/video of the outer box, inner packaging, product, and invoice within the stated window.
- A case ID and next steps (pickup or drop‑off) will be provided after review.
Inspection and timelines
- On receipt at the warehouse, 2–4 business days are needed for inspection.
- Approved refunds are initiated within 2–4 business days thereafter; bank posting can take 5–7 business days depending on the provider.
Cancellations
- Orders can be cancelled before they are packed/shipped; once shipped, standard return rules apply.
- Prepaid order cancellations are refunded to the original method; COD cancellations incur no charges.
Exchanges
- Direct exchanges are offered for the exact same SKU when damaged/incorrect on arrival.
- For variant changes or other preferences, a return (if eligible) and a new purchase may be required.
Allergies and sensitivity
- Patch‑testing is recommended for all active formulas. Reactions can vary by individual and do not indicate product defect; opened items are not eligible for return on this basis. Support will help optimize usage and routine pairing.
Packaging requirements
- Items must be returned with all components: outer carton, inner seals, accessories, gifts, and any manuals.
- Ensure secure packaging to avoid transit damage; items damaged in transit due to poor packing may be ineligible.
Order anomalies
- If a package appears tampered on delivery, refuse it and contact support immediately.
- If accepted, provide unboxing photos/videos when raising a claim.
Refund exceptions
- Multiple requests for the same order without adequate evidence.
- Returns sent without authorization or beyond the eligibility window.
- Items purchased from third‑party marketplaces must follow their respective policies.
International orders (if applicable)
- Duties/taxes paid at destination are non‑refundable by Zochii; customers must check local regulations.
- Return shipping for international orders is customer‑paid unless Zochii is at fault.
Contact
- 📧 support@zochii.com
📞 +91 ____________
🕒 Support Hours: Monday to Saturday, 10:00 AM – 6:00 PM (IST)
Policy updates
This policy may be updated periodically to enhance clarity and compliance. The latest version applies to current and future orders.
Notes for implementation:
- Place this page in the footer and link it from PDPs and checkout.
- Add a brief returns summary in order confirmation emails.
- Ensure the Returns form collects order number, contact details, photos, and reason codes aligned to the above categories.
