Items purchased from Zene & Zoe are eligible for return or exchange when the request is raised within 2 days of delivery, subject to the terms and conditions mentioned below.
Return and Exchange Eligibility
1. Promotional and Final-Sale Products
Products purchased under promotions specifically marked “No Return,” “No Exchange,” “Final Sale,” or similar promotional offers cannot be returned or exchanged.
2. Prepaid, COD and Customised Orders
All prepaid orders are eligible for returns or exchanges.
Cash on Delivery (COD) orders are eligible for exchange only.
Customised or made-to-order products are not eligible for return or exchange. Please check the product measurements and select the size carefully before placing your order.
3. Condition of Returned Products
All returned or exchanged products must meet the following conditions:
The product must be unworn, unused, unwashed and undamaged.
All original tags and labels must remain attached.
The product must be returned in its original packaging.
For defective, damaged or incorrect products, customers must provide a clear and uninterrupted parcel-opening video.
The video must clearly show the sealed parcel being opened and highlight the defect, damage or incorrect item received.
Claims submitted without a clear parcel-opening video may not be accepted.
4. Shipping Fee for Exchanges
A ₹150 shipping fee will apply when an exchanged product is shipped to the customer.
Customers may alternatively choose to self-ship the product to the return address provided by the Zene & Zoe customer-care team.
5. Sale, Clearance and Discounted Products
Products purchased during a sale, clearance sale, pre-applied discount or bundle offer are considered final-sale products and cannot be returned.
However, such products may be exchanged for another available size.
A reverse-shipping fee of ₹150 must be paid to raise a size-exchange request for sale, clearance or discounted products.
6. Refunds
Approved refunds will be issued only as Zene & Zoe Store Credit or a Gift Voucher.
Refunds will not be transferred to a bank account, debit card, credit card, digital wallet or issued in cash. This policy helps us manage the costs associated with reverse shipping, cleaning, quality inspection and restocking.
7. Discount Codes
Using a regular discount code on a full-priced product does not automatically make it a final-sale product.
Such products may still be returned or exchanged according to the original sale classification of the product.
Reverse Pickup
Reverse pickup is subject to courier-service availability at the customer’s PIN code.
Our courier partner will make a maximum of two pickup attempts. If both attempts are unsuccessful, the customer will be required to self-ship the product to the address provided by the Zene & Zoe customer-care team.
Please ensure that someone is available at the pickup address and that the product is properly packed before the courier partner arrives.
How to Cancel an Order
To request an order cancellation, please email us at info@zeneandzoe.com with your order number as soon as possible.
Orders can only be cancelled before they have been dispatched. Once an order has been shipped, it cannot be cancelled.
After delivery, customers may request a return or exchange, subject to the conditions mentioned in this policy.
How to Request a Return or Exchange
Please email us at info@zeneandzoe.com within 7 days of delivery and provide the following information:
Your order ID
The name of the product you wish to return or exchange
The reason for the return or exchange
Clear photographs of the product
A clear parcel-opening video, if the product is defective, damaged or incorrect
The required replacement size, if requesting a size exchange
Once your request has been reviewed and approved, our team will share the reverse-pickup or self-shipping instructions.
Please do not send any product without receiving confirmation from the Zene & Zoe customer-care team.
Exchange for a Different Product
Exchanges for a different product are subject to availability and approval.
If the replacement product costs more than the original product, the customer must pay the price difference.
If the replacement product costs less than the original product, the remaining amount will be issued as Zene & Zoe Store Credit.
Reverse-pickup and shipping charges may apply.
Store Credit
When an eligible product is returned, the approved refund will be issued as Zene & Zoe Store Credit or a Gift Voucher.
Store Credit:
Is 100% redeemable against purchases made at zeneandzoe.com
Is valid for one year from the date of issue
Cannot be exchanged for cash
Cannot be transferred to a bank account, debit card, credit card or digital wallet
What happens with COD orders?
COD orders are eligible for exchange only.
Returns and Store Credit refunds are not available for COD orders.
When is Store Credit not applicable?
Store Credit will not be issued for:
COD orders
Customised or made-to-order products
Final-sale or non-returnable products
Products that fail to meet the return conditions
Products returned after the permitted return period
Products rejected during the quality inspection
When will I receive my Store Credit?
Store Credit will be issued after the returned product reaches us and successfully passes our quality inspection.
The Store Credit or Gift Voucher details will be sent to the email address or phone number associated with the order.
Wrong, Damaged or Defective Product Received
If you receive an incorrect, damaged or defective product, please email us at info@zeneandzoe.com within 24 hours of delivery.
Please provide:
Your order ID
Clear photographs of the product received
A clear and uninterrupted parcel-opening video showing the sealed parcel being opened
A clear view highlighting the defect, damage or incorrect product
A detailed description of the issue
Claims submitted without a clear parcel-opening video may not be accepted.
Once the request has been reviewed and approved, our team will arrange a reverse pickup and send a replacement product, subject to availability.
The product must remain unworn, unwashed and unused, with all original tags and labels attached. It must be returned in its original packaging and in the same condition in which it was delivered.
Important Information
All returns and exchanges are subject to inspection and approval by Zene & Zoe.
Zene & Zoe reserves the right to reject a return, refund or exchange request if:
The request is submitted after the specified period
The product has been worn, washed, used, altered or damaged
The original tags, labels or packaging are missing
The product is customised, made-to-order, final-sale or non-returnable
The parcel-opening video is missing or does not clearly show the issue
The product does not meet the conditions mentioned in this policy
