Refund policy

Refund & Return Policy

Last Updated: 07/08/2026
Effective For: All orders placed on zyave.com

At ZYAVE, every product is quality-checked before dispatch. We stand behind what we sell — and if something isn't right, we'll make it right. Please read this policy carefully before placing an order. By completing a purchase on our website, you agree to the terms below.

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1. Our Policy at a Glance

• For change of mind, size issues, or any non-defective reason, we offer exchange only (size/variant swap) — we do not offer a return-for-refund.
• Refunds are issued only when the product received is defective, damaged, or incorrect (wrong item/size shipped by us), as verified under Section 4.
• Under the Consumer Protection Act, 2019, sellers cannot refuse a refund or replacement for goods that are genuinely defective or deficient — this policy is designed in line with that requirement.

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2. Exchange Window

• Exchange requests must be raised within 7 days of delivery.
• Requests raised after 7 days from the confirmed delivery date will not be accepted under any circumstances.
• One exchange request is permitted per order. For multi-item orders, each item may be exchanged once individually, subject to eligibility.
• All exchange requests require prior written approval from our support team. Items sent back without approval will not be accepted and will be returned to the customer at their cost.

3. Eligibility Conditions (Exchange)

To qualify for an exchange, the product must be:

• ✅ Unused, unwashed, and unworn
• ✅ All original tags attached and intact
• ✅ In its original packaging with all accessories
• ✅ Accompanied by the original invoice or order confirmation

Products that fail to meet any of the above conditions will be rejected after quality inspection and returned to the customer at their expense, with photographic evidence provided.

4. Items Not Eligible for Exchange

The following items are strictly not eligible for exchange under any circumstances (unless required by applicable law, or the item is defective per Section 5):

• Items purchased during sale events, clearance, or promotional campaigns — variant/size exchange only, subject to availability, unless defective
• Items explicitly marked "Final Sale" or "Non-Returnable"
• Innerwear or intimate apparel — due to hygiene reasons, innerwear items are strictly non-exchangeable under any circumstances
• Socks
• Gift Cards
• Products damaged due to misuse, improper washing, or normal wear and tear

5. Defective, Wrong, or Damaged Items — Refund Eligible

If you receive an incorrect, defective, damaged, or incomplete order, this is the only case where a refund applies:

Step 1 — Report within 24 hours of delivery. (If delivery falls on a Sunday or public holiday, the window extends to the next working day.)

Step 2 — Submit a mandatory unboxing video that is:

• Continuous and unedited (no cuts or pauses)
• Showing the sealed package before opening
• Showing the complete unboxing process
• Clearly showing the product and the specific issue

⚠️ Claims submitted without a valid unboxing video, or after the reporting window, will not be accepted.

For verified defective, damaged, or wrong items, you may choose either:

• Free replacement, or
• Full refund (product price; see Section 9 for deductions, if any)

Free reverse pickup will be arranged at no additional cost. Standard exchange-window restrictions in Section 2 do not apply to this category.

6. How to Initiate an Exchange or Defect Claim

1. Contact us at officialzyave@gmail.com or +91 9229881184 (or via our online Returns & Exchange portal, if enabled on zyave.com) within the applicable window (7 days for exchange, 24 hours for defect/wrong-item claims)
2. Share: Order ID, reason for exchange/claim, and supporting photos/video (mandatory unboxing video for defect claims)
3. Await approval — our team will respond within 48 business hours
4. Once approved: we arrange reverse pickup or provide self-shipping instructions

Products returned without prior written approval will not be accepted.

7. Reverse Pickup & Return Shipping

• Reverse pickup is provided free of charge where our courier partner services your PIN code.
• Only one reverse pickup attempt is permitted per order.
• If reverse pickup is unavailable at your location, our team will guide you to self-ship via a reliable courier; reimbursement of reasonable courier costs may be provided at our discretion upon review of receipts.
• If a reverse pickup is approved but not completed within 24–48 hours, please contact us immediately. If we are not informed and the applicable window (Section 2 or Section 5) expires, we may not be able to process your request.
• Transit liability: Once the product is handed to our reverse-pickup partner, ZYAVE assumes responsibility for loss or damage in transit, provided the item was packed as instructed. For self-shipped returns, the customer is responsible for adequate packaging and transit safety.

8. Quality Inspection

All returned products undergo a thorough quality inspection upon receipt at our warehouse.

• If the product passes inspection: exchange or refund (as applicable under Section 5) is processed within 5–7 business days.
• If the product fails inspection (signs of use, missing tags, unreported damage): ZYAVE reserves the right to reject the return and ship the product back at the customer's cost, with photographic evidence shared.
• Customers may request inspection evidence within 7 days of rejection for review.

9. Exchange Process

• After the returned product passes quality inspection, the replacement item is dispatched.
• Exchange orders are typically delivered within 4–7 business days after approval.
• Higher-value exchange: customer pays the price difference before dispatch.
• Lower-value exchange: difference is refunded to the original payment method (or via bank transfer/UPI for COD orders).
• If the requested replacement is out of stock, a full refund will be processed per Section 10 (applicable only where the original claim was a verified defect/wrong item under Section 5).

10. Refund Policy (Applicable Only to Section 5 Claims)

Refunds are processed only after the returned product is received and, where applicable, passes quality inspection.

Deductions:

• COD orders: ₹89 COD handling charge deducted
• Prepaid orders: 3% payment gateway/processing fee deducted
• Shipping charges: not deducted where the claim is a verified ZYAVE error (wrong item, defective item, damage in transit)

Escalation: If 15 business days have passed since refund approval and the amount has not reflected, please contact us at officialzyave@gmail.com — your bank or payment provider may require additional time beyond initiation, but we will help you track it.

You will receive an email once your refund is initiated; the amount typically reflects in your account within 24–48 hours of initiation, subject to your bank or payment provider's processing time.

11. Order Cancellation

• Orders can be cancelled only before dispatch.
• Once shipped, cancellation is not possible — an exchange or defect claim may be raised after delivery per this policy.
• For cancelled prepaid orders, refunds are processed to the original payment method within 5–7 business days of cancellation confirmation.

12. International Orders

ZYAVE currently serves customers within India only. Should international shipping become available in the future:

• Exchanges will generally not be accepted for international orders.
• Manufacturing defects must be reported within 7 days of delivery with photo/video evidence.
• Verified defects may qualify for a partial or full refund at ZYAVE's sole discretion. Where a refund is approved, applicable shipping charges will be deducted from the refund amount.

13. Right to Refuse

ZYAVE reserves the right to refuse any exchange or refund request if:

• The product shows signs of use or damage post-delivery
• The request does not comply with this policy
• Fraudulent activity, repeated misuse, or "wardrobing" (purchasing for temporary use) is suspected
• Required documentation (unboxing video, invoice) is not provided

14. Grievance Officer

In accordance with the Consumer Protection (E-Commerce) Rules, 2020:

Name: Abhishek Mishra
Designation: Founder & Director
Email: officialzyave@gmail.com
Phone: +91 9229881184
Response Timeline: Acknowledgement within 48 hours | Resolution within 30 days

15. Governing Law & Jurisdiction

This Policy is governed by the laws of India. All disputes shall be subject to the exclusive jurisdiction of the courts at Ranchi, Jharkhand.

16. Contact Us

Zyave Athleisure Private Limited
Singh Residency, First Floor, Shop No. 4, Bajra Itki Road, Near Jora Mandir, Ranchi, Jharkhand – 834005

CIN: U47912JH2025PTC024823
GSTIN: 20AACCZ6364R1ZR
Email: officialzyave@gmail.com
Phone: +91 9229881184
Support Hours: Monday–Saturday, 10:00 AM – 6:00 PM IST

By placing an order on zyave.com, you acknowledge that you have read, understood, and agreed to this Refund & Return Policy.

ZYAVE — Move. Train. Conquer