Cancellation & Refund Policy

1. Cancellation by the Customer

Your ability to cancel an order depends on its current processing status at the time of your cancellation request. The following rules apply:

1.1 Order Status: "Pending" (Before Acceptance)

When your order is still in "Pending" status — meaning our team has not yet reviewed and accepted it for processing — you have the ability to cancel the order yourself directly from the Website. Simply log in to your account, go to the Order Details page for the relevant order, and click the "Cancel Order" button. Cancellation at this stage is instant, self-service, and free of charge.

• For online payments (Razorpay): A full refund of the total amount paid (including product value and shipping charges) will be initiated automatically.
• For Cash on Delivery (COD) orders: Since no payment has been collected, no refund is applicable. The order is simply cancelled in our system.

1.2 Order Status: "Processing" (After Acceptance, Before Shipment)

Once your order has been accepted by our team and its status changes to "Processing," it means our warehouse staff has begun preparing and packing your items. At this stage, self-service cancellation through the Website is no longer available.

If you still wish to cancel your order during the "Processing" stage, you must contact our support team directly through one of the following channels:

• Email: support@zeroartificial.net — Include your order number and a brief reason for cancellation.
• Contact Page: Visit our Contact Us page and submit an enquiry selecting "Order Cancellation" as the subject.

Cancellation at the "Processing" stage is not guaranteed. It depends on whether the packing process has already been completed and the shipment has been handed over to the courier partner. Our team will review your request and respond within 24 hours. If cancellation is approved, the applicable refund will be processed.

1.3 Order Status: "Shipped" (After Dispatch)

Once an order has been dispatched and a shipping label with an Air Waybill (AWB) number has been generated through our logistics partner (Shiprocket), the order cannot be cancelled under any circumstances. At this point, the package is in transit with the courier partner and is beyond our operational control.

If you no longer wish to receive the order after it has been shipped, you have two options:

• Refuse Delivery: You may refuse to accept the package when the courier executive attempts delivery. The package will then be returned to us as a "Return to Origin" (RTO) shipment. For prepaid orders, a refund of the product value only will be processed after the package is received back at our warehouse in acceptable condition. Shipping charges are non-refundable.
• Accept and Request Return: Accept the delivery and then submit a return request through your account, but only if the return qualifies under the grounds mentioned in Part B of this policy (shipping damage, wrong product, or expired product). Change-of-mind returns are not accepted.

2. Cancellation by Zero Artificial

We reserve the right to cancel any order, at any stage, under the following circumstances:

• Stock Unavailability: If one or more products in your order are found to be out of stock after the order has been placed. We will notify you and process a full refund.
• Payment Verification Failure: If we are unable to verify the authenticity of the payment or if the transaction is flagged by our payment gateway (Razorpay) as potentially fraudulent.
• Incorrect Pricing: If a product was listed at an incorrect price due to a technical or typographical error. We will inform you and offer a full refund or the option to repurchase at the correct price.
• Unserviceable Pincode: If we determine after order placement that delivery to your pincode is not feasible through any available courier partner.
• Suspicious or Fraudulent Activity: If we detect patterns of repeated cancellations, fake orders, abusive behaviour towards support staff, or any other activity that we consider harmful to our business operations.
• Force Majeure: In cases of natural disasters, pandemics, government restrictions, strikes, or any other extraordinary circumstances that prevent us from fulfilling the order.

In all cases where we cancel an order, a full refund of the total amount paid (including shipping charges) will be processed to the original payment method.

3. Return Eligibility

Due to the perishable and consumable nature of our organic food products, we maintain a strict return policy. Returns are accepted only under the following specific circumstances:

• Shipping Damage: The product was physically damaged during transit — for example, the packaging was torn, crushed, punctured, or leaked due to rough handling by the courier partner.
• Wrong Product Delivered: You received a product that is completely different from what you ordered (e.g., you ordered Barnyard Millet but received Kodo Millet). Minor packaging design changes or updated branding do not qualify as a "wrong product."
• Expired Product: The product's expiry date or best-before date printed on the packaging had already passed at the time of delivery.

4. Return Window

All return requests must be initiated within 24 hours of delivery. The 24-hour window is calculated from the exact timestamp when the courier partner marks the shipment as "Delivered" in their tracking system.

Return requests submitted after this 24-hour window has elapsed will not be accepted or entertained under any circumstances. We have established this strict timeline because:

• Our products are food items, and delays in reporting issues make it difficult to determine whether the problem originated during transit or after delivery.
• Prompt reporting allows us to take corrective action with our courier partner and improve packaging for future shipments.
• It protects the interests of all customers by maintaining the integrity of our return and quality assurance processes.

We strongly recommend that you inspect your package immediately upon delivery and report any issues right away.

5. How to Request a Return

If your order qualifies for a return under the conditions listed above, you can submit a return request through the following methods:

Method 1: Through Your Account (Recommended)

1. Log in to your account on our Website.
2. Navigate to My Account → Order History and click on the relevant order.
3. Click the "Request Return / Refund" button on the Order Details page.
4. Select the reason for your return from the dropdown options.
5. Provide a detailed written explanation of the issue (at least 2–3 sentences).
6. Upload clear photographs and/or video evidence showing the damage, incorrect product, or expiry date. Evidence is mandatory — return requests without supporting images or videos will not be processed.
7. Submit the request. You will see a confirmation message, and our team will be notified immediately.

Method 2: Via Email

If you prefer, you can email us at support@zeroartificial.net with the following details:

• Your order number (e.g., #12345)
• Registered email address and phone number
• Reason for return (shipping damage / wrong product / expired product)
• Detailed description of the issue
• Photographs and/or video evidence attached to the email

Our quality review team will assess your return request and supporting evidence within 1 to 2 business days of submission. We will communicate the outcome — whether approved or rejected (with reason) — via email to your registered email address. The decision of our quality review team on return requests is final and binding.

6. Refund Amounts

The refund amount you receive depends on the reason for the refund and when it occurs in the order lifecycle:

Important Note: "Product value" refers to the amount paid for the products only, minus any coupon discount applied to the order. If a coupon discount was applied, the refund will be calculated on the actual amount paid for the product (after discount), not the original listed price.

7. Refund Methods and Timelines

Refunds are processed through the following methods based on the original payment method used:

7.1 Online Payment (Razorpay) Orders

For orders originally paid through Razorpay (credit card, debit card, net banking, UPI, wallets), the refund will be credited back to the same payment source from which the original transaction was made. The refund processing timeline is as follows:

• Refund Initiation: Within 2 to 3 business days of the cancellation or return approval.
• Credit to Your Account: An additional 5 to 10 business days from the date of initiation, depending on your bank, card network (Visa/MasterCard/RuPay), or UPI provider's internal processing times.

Please note that the total time from refund initiation to the amount reflecting in your bank statement can take up to 7 to 14 business days in some cases. This timeline is dependent on your financial institution and is beyond our control. If you have not received your refund within 14 business days, please check with your bank first, and then contact us for a Razorpay refund receipt.

7.2 Cash on Delivery (COD) Orders

For COD orders that are cancelled after acceptance or returned after delivery, the refund (product value only) will be processed through one of the following methods, at our discretion and in consultation with you:

• Bank Transfer (NEFT/IMPS): You will be asked to provide your bank account details (account number, IFSC code, account holder name) via email, and the refund will be transferred directly to your bank account within 5 to 7 business days.
• UPI Transfer: If you prefer, you can provide your UPI ID, and we will process the refund via a UPI transfer.

For COD orders cancelled before acceptance ("Pending" status), no payment has been collected, so no refund is applicable.

8. Replacement Policy

In cases where a return is approved (shipping damage, wrong product, or expired product), we may offer a free replacement instead of a monetary refund, subject to product availability. Replacements will be shipped at no additional cost to you using the same shipping process.

You may choose between a refund or a replacement when your return request is approved. If the original product is out of stock for replacement, a refund will be your only option.

9. Non-Refundable Scenarios

To set clear expectations, the following scenarios are not eligible for any refund:

• Change-of-mind cancellations or returns after the order has been shipped.
• Return requests submitted after the 24-hour post-delivery window.
• Products that have been opened, consumed (partially or fully), or tampered with by the customer.
• Products damaged due to improper storage after delivery.
• Shipping charges on returned or refused-delivery orders (applicable to both prepaid and COD).
• Orders cancelled by us due to suspected fraud or policy violations by the customer.
• Bank charges, currency conversion fees, or convenience fees levied by your financial institution during the original payment. These are charged by your bank and are non-refundable by us.

10. Disputes and Escalations

If you are dissatisfied with the outcome of a cancellation, return, or refund decision, you may escalate the matter through the following channels:

1. Email Escalation: Send a detailed email to support@zeroartificial.net with the subject line "Escalation — Order #[YourOrderNumber]." Include your order details, the original resolution provided to you, and a clear explanation of why you believe the decision should be reconsidered.
2. Phone/WhatsApp: Call or WhatsApp us at +91 94421 09444 during business hours (Monday to Saturday, 10:00 AM to 6:00 PM IST).

Our senior support team will review your escalation and provide a final response within 3 to 5 business days. The decision made at the escalation level is final.

If the dispute remains unresolved, it shall be governed by the provisions outlined in Section 15 (Governing Law and Dispute Resolution) of our Terms and Conditions.

11. Contact Us

For any questions regarding cancellations, returns, or refunds, please contact us through the following channels: