Returns, refunds and cancellation

We want you to love what you buy from ZOQOLO®. Please read our returns, refunds and cancellations policy carefully before placing an order.

Cancelling an order

You can request cancellation before your order is shipped by writing to support@zoqolo.com with your order number. If the cancellation is accepted and a refund is due, we will initiate the refund to your original payment method, where feasible, in accordance with applicable law.

Once an order has shipped, it cannot ordinarily be cancelled through our standard cancellation process. Please refer to the return and refund conditions below. This does not limit any cancellation rights available under applicable law.

Returns

Return requests must be submitted within 3 calendar days of delivery, with the delivery date counted as Day 1.

A return request may be considered only where the return is permitted under this policy and applicable law. For eligible returns, the product must remain unused, unworn, unwashed and unaltered, with its original tags and labels attached and intact and its original packaging retained, where applicable.

The following are not eligible for voluntary change-of-mind returns or refunds:

• Items purchased where the customer has changed their mind or no longer wants the product.
• Sarees with tags or labels that are missing, removed, tampered with or damaged after delivery.
• Sarees reasonably suspected of having been worn, washed, altered, stained or otherwise used after delivery.
• Sarees that have been stitched, tailored, customised or otherwise modified at the customer's request.
• Products damaged through handling or use after delivery.

These conditions do not exclude remedies required by applicable law for products that were defective, damaged, incorrectly supplied or materially different from their description when delivered.

To submit a return request, write to support@zoqolo.com with your order number, the reason for the request and relevant photographs, where applicable. Contact us before sending any product back so that we can provide instructions.

Damaged, defective or incorrect items

If your parcel arrives damaged, contains a defective product or contains an item different from the one ordered, please notify us within 24 hours of delivery at support@zoqolo.com.

Include your order number, clear photographs of the product and packaging, and a description of the issue. An unboxing video may help us assess your request.

We will review the information and communicate the appropriate resolution, which may include a replacement, refund or another remedy where applicable under this policy and the law.

Customers are responsible for arranging and paying return shipping as a standard business policy. We do not provide prepaid return labels or routinely reimburse return-shipping charges. Where applicable law requires a different arrangement, the legal requirement will prevail.

Natural variations in weave, texture, motifs and thread appearance may occur in handloom products. Minor variations that are consistent with the product description and disclosed characteristics do not automatically qualify as defects. Material differences from the published product description will be assessed individually.

Refunds

• Change-of-mind refunds: We do not offer refunds for change-of-mind requests, subject to applicable law.
• Tag and usage conditions: Voluntary return or refund requests may be declined if original tags are missing or damaged after delivery, or if there is reasonable evidence that the product has been used or altered after delivery.
• Eligible refunds: Where a refund is approved or legally required, we will communicate the applicable refund process and timeline.
• Payment method: Refunds will generally be issued to the original payment method through our payment provider, where feasible. For cash-on-delivery orders, our support team will explain the available refund process.
• Bank processing: The time taken for a refund to appear in your account depends on your bank or payment provider. We will communicate the applicable processing information when the refund is approved.
• Delivery charges: Any refund of delivery charges will be determined by the circumstances of the order and applicable law.
• GST credit notes: Where required, an appropriate GST credit note will be issued for an invoiced order in accordance with applicable tax requirements.

Nothing in this policy removes any refund or other remedy that we are required to provide under applicable law.

Exchanges

We do not offer direct exchanges as a standard service. Where an exchange is not available, customers may place a new order for the desired product. Any refund for the original order remains subject to the return and refund conditions above and applicable law.

Contact

For cancellation requests, return enquiries or product-related concerns, contact support@zoqolo.com and include your order number.

Please retain the product and its packaging until your request has been reviewed.

support@zoqolo.com
Monday to Saturday 10am to 5pm