Return, Replacement & Refund Policy
Effective Date: 1st July, 2026
This Return, Replacement & Refund Policy ("Policy") applies to products purchased through Zopex.in, operated by Zopex Store ("Zopex Store", "Company", "we", "our" or "us").
This Policy explains the circumstances and procedure applicable to return, replacement and refund requests and is intended to protect both customers and Zopex Store from genuine mistakes, product issues, fraudulent claims and misuse of the return process.
This Policy shall be read together with the Website's Terms & Conditions, Shipping Policy, Cancellation Policy and other applicable policies.
Nothing in this Policy is intended to exclude, restrict or waive any consumer right or remedy that cannot lawfully be excluded or restricted under applicable law.
1. General Return & Refund Principles
Zopex Store makes reasonable efforts to ensure that products dispatched to customers correspond with the products ordered and the descriptions, specifications and characteristics published on the Website.
Return, replacement and refund requests are subject to:
- The applicable return period;
- The nature of the issue reported;
- The information and evidence available;
- Verification by Zopex Store where reasonably necessary; and
- Applicable law.
Submitting a return, replacement or refund request does not by itself constitute approval of the request.
2. When a Return, Replacement or Refund May Be Available
Subject to verification and applicable law, a customer may request an appropriate remedy where, for example:
- The product delivered is materially different from the product ordered;
- The product received is defective;
- The product is damaged in transit;
- The product is materially different from its advertised or agreed characteristics or specifications;
- The product is incomplete or has missing components that were supposed to be supplied;
- The product received is spurious or otherwise not the product represented by Zopex Store;
- The order is delivered later than the delivery schedule stated by Zopex Store, except where the delay is attributable to circumstances covered by applicable law, including force majeure where applicable; or
- Another circumstance exists in which a return, replacement or refund is required under applicable law.
The appropriate remedy may include replacement, repair where applicable, refund, or another legally permissible resolution depending on the circumstances of the particular case.
3. Return Request Period
Unless a different period is expressly stated on the relevant product page or required by applicable law, customers should report a return, replacement or refund issue within 5 calendar days from the date of delivery.
Customers are encouraged to report issues as soon as reasonably possible after delivery.
Where applicable law provides a consumer with a remedy beyond the period stated in this Policy, such statutory rights shall not be affected by this Policy.
4. Delivery Address & Customer Availability
Customers are responsible for providing a complete, accurate and serviceable delivery address, including the correct house/flat number, building or society details, street/locality, landmark where necessary, PIN code and contact details required for delivery.
For prepaid orders, customers are expected to be available at the provided delivery address at the time of delivery or may arrange for another person authorised by them to receive the shipment on their behalf.
Customers should also ensure that the delivery location is reasonably accessible to the applicable logistics/delivery service.
Where a customer knows that they will not be available, they should make reasonable arrangements to have the shipment received by an authorised person or follow any delivery-rescheduling option made available by the logistics provider.
Where delivery cannot be completed because of circumstances attributable to the customer, including but not limited to:
- Incorrect or incomplete address;
- Incorrect PIN code;
- Unreachable or inaccessible delivery location;
- Customer or authorised recipient not being available;
- Refusal to accept the shipment;
- Repeated failure to respond to delivery attempts;
- Failure to provide required delivery information;
- Failure to coordinate with the delivery service after reasonable delivery attempts; or
- Any other customer-attributable circumstance resulting in the shipment being returned to origin,
the order may be treated as a Return to Origin ("RTO").
5. Return to Origin for Customer-Attributable Reasons
Where a prepaid order is returned to origin because delivery could not be completed for reasons attributable to the customer, Zopex Store may, to the extent permitted by applicable law, deduct or recover reasonable and applicable costs actually incurred in connection with the failed delivery and return, where such costs were disclosed or otherwise lawfully recoverable.
Depending on the circumstances, such costs may include:
- Outbound shipping/delivery charges;
- Return-to-origin or reverse logistics charges;
- Payment processing or payment gateway charges that are non-recoverable by Zopex Store, where legally permissible;
- Reasonable packaging or handling costs actually incurred; and
- Other reasonable, documented and legally recoverable costs directly arising from the failed delivery.
Any deduction will be subject to applicable law and will not exceed amounts that Zopex Store is legally entitled to retain or recover.
Zopex Store will not treat customer-attributable RTO charges as a means of excluding any mandatory statutory consumer remedy.
6. Refunds for Prepaid Orders Returned to Origin
Where a prepaid order is returned to origin due to a customer-attributable failed delivery and the customer requests a refund, the refund will be processed after the returned shipment has been received by Zopex Store at its facility, subject to verification of the returned shipment and the applicable deductions permitted under this Policy and applicable law.
The refund will ordinarily be calculated as: Amount paid by customer – applicable and legally recoverable charges/costs = Refund amount
Where applicable, such charges may include reasonable outbound shipping, return-to-origin logistics costs, non-recoverable payment-processing charges and reasonable packaging/handling costs actually incurred, to the extent legally permissible.
Refund processing will ordinarily begin only after:
- The returned shipment has been physically received by Zopex Store;
- The returned shipment has been reasonably verified;
- Any applicable customer-attributable costs have been determined; and
- The refund amount has been approved for processing.
Once approved, refunds will ordinarily be processed within 5–7 business days, subject to payment-provider and banking timelines.
The refund will ordinarily be made to the original payment method where reasonably possible.
7. Circumstances Not Attributable to the Customer
Where an order is returned to origin because of circumstances attributable to Zopex Store, its fulfilment process, or the applicable delivery service and not because of any act or omission of the customer, the customer's refund or other remedy will be handled appropriately in accordance with the circumstances and applicable law.
Zopex Store will not apply customer-attributable RTO deductions where the failure to deliver was not attributable to the customer.
8. Unboxing Video & Evidence Requirements
Customers are strongly advised to record a continuous unboxing video from the time the sealed delivery package is received until the product and its contents have been fully revealed and inspected.
An unboxing video is particularly recommended for high-value, fragile, electronic, assembled, modular or otherwise sensitive products.
Where reasonably possible, the unboxing video should show:
- The unopened outer courier package;
- The shipping label/AWB;
- The condition of the package before opening;
- Any visible damage or tampering;
- The complete opening process;
- The product and all contents received;
- Relevant accessories, components and packaging; and
- The condition of the product immediately after opening.
The video should preferably be continuous and unedited.
Importance of unboxing evidence — an unboxing video may constitute important evidence when investigating claims involving:
- Wrong product;
- Missing product or component;
- Damaged product;
- Tampered package;
- Incomplete delivery;
- Product substitution; or
- Other delivery-related discrepancies.
However, the absence of an unboxing video shall not, by itself, automatically determine or extinguish a customer's claim.
Where an unboxing video is unavailable, Zopex Store may consider other reasonably available evidence and the circumstances of the claim.
Depending on the nature of the claim, Zopex Store may reasonably request additional evidence, including photographs, videos, packaging images, shipping labels, serial numbers, IMEI numbers, batch numbers, barcodes or other information relevant to verification.
9. Verification of Claims
Zopex Store reserves the right to reasonably verify a return, replacement or refund claim before approving the requested remedy.
Depending on the circumstances, verification may include:
- Reviewing photographs or videos submitted by the customer;
- Reviewing the unboxing video, where available;
- Reviewing photographs of the outer packaging;
- Verifying the shipping label/AWB;
- Checking product serial numbers, IMEI numbers, batch numbers, barcodes or other identifiers;
- Comparing the returned product with dispatch records;
- Reviewing packing and dispatch records;
- Reviewing logistics and delivery records;
- Inspecting the product after return;
- Checking whether accessories, components and other supplied items have been returned;
- Assessing whether the reported defect or damage is reasonably consistent with the customer's claim; and
- Requesting other reasonable information relevant to the claim.
Zopex Store may keep a claim pending for a reasonable period while the required verification is being completed.
10. Return of Product for Inspection
Where return of the product is reasonably required, Zopex Store may request the customer to return the product using the return method communicated by Zopex Store.
Where reverse pickup is available for the relevant order, Zopex Store may arrange reverse pickup.
Where reverse pickup is unavailable, impractical, or not offered for the particular order, Zopex Store may provide the customer with return instructions, subject to applicable law and the circumstances of the claim.
A product returned to Zopex Store is subject to inspection.
Receipt of a returned product does not, by itself, constitute acceptance of the claim or automatic approval of a refund or replacement.
The final determination will be made after reasonable verification of the claim and returned product, subject to applicable law.
11. Condition of Returned Products
Where a return is approved, customers should return the product with the accessories, components, manuals, tags, labels, complimentary items and packaging supplied with the product, where reasonably available and applicable.
Zopex Store may inspect the returned product for:
- Product identity;
- Serial number/IMEI/batch/barcode;
- Physical condition;
- Signs of use or damage;
- Missing components or accessories;
- Signs of tampering;
- Modification or unauthorised repair;
- Product substitution; and
- The issue described in the return request.
A claim may be declined to the extent permitted by law where the returned product is materially different from the product dispatched, or where inspection reasonably establishes that the claimed issue resulted from misuse, accidental damage, unauthorised modification, improper handling or another circumstance not attributable to Zopex Store.
Nothing in this section limits a consumer remedy that cannot lawfully be excluded.
12. Detachable, Modular and User-Assembled Components
Certain products sold by Zopex Store may contain detachable, removable, modular, clip-fit, snap-fit, screw-fit, press-fit, replaceable or user-assembled components.
A component becoming separated during transportation or handling does not necessarily indicate a defect or damage where the component is designed to be detachable or reattached and remains functional.
Accordingly, the mere separation of such a component shall not, by itself, establish a manufacturing defect or transit damage.
Where a detachable component is broken, missing, defective or rendered unusable, the claim may be reviewed based on the evidence and circumstances.
13. Change of Mind and Customer Preference
Unless expressly stated otherwise on the relevant product page or required by applicable law, Zopex Store does not provide a general return or refund merely because a customer:
- Changes their mind;
- No longer requires the product;
- Ordered the wrong product;
- Ordered the wrong size, variant or specification;
- Does not like the product after receiving it;
- Has different expectations regarding appearance, finish, texture, colour, size or feel;
- Expected a different level of quality despite the product substantially matching its published description and specifications; or
- Has a personal preference that is not the result of a defect, deficiency, incorrect supply or material mismatch.
Where a product page expressly provides a voluntary return or exchange facility for such circumstances, the conditions stated on that product page shall apply.
14. Minor Variations
Minor variations that do not materially affect the product's functionality or advertised characteristics may occur due to:
- Photography and lighting;
- Screen/display settings;
- Manufacturing batches;
- Normal material variations;
- Packaging changes;
- Supplier/manufacturer updates; or
- Minor dimensional tolerances.
Such minor variations will not ordinarily constitute a defect or ground for return where the product otherwise substantially conforms to its published description and specifications.
This clause does not apply where the difference is material or where applicable law provides otherwise.
15. Replacement
Where a qualifying issue is established, Zopex Store may, where appropriate and available, offer a replacement of the same product.
Replacement may be subject to:
- Availability of stock;
- Verification of the reported issue;
- Return and inspection of the original product where reasonably required; and
- Applicable law.
If the same product is unavailable, Zopex Store may provide another appropriate remedy, including a refund where applicable.
Where applicable law requires a particular remedy, such requirement shall prevail.
16. Refunds
Where a refund is approved, Zopex Store will process the refund in accordance with the applicable payment method, transaction circumstances and applicable law.
Where a returned product is involved, the refund will ordinarily be initiated after:
- The returned product has been received, where applicable; and
- Reasonable verification/inspection has been completed.
Refunds will ordinarily be processed within 5–7 business days after approval, subject to payment-provider and banking timelines.
Refunds will ordinarily be made to the original payment method where reasonably possible.
Where refund to the original payment method is not reasonably possible, Zopex Store may use another legally permissible refund method after appropriate verification.
17. Shipping and Return Shipping Charges
Applicable delivery, shipping, postage, handling and other charges will be disclosed to the customer as applicable to the order.
Where a return is due to a verified defect, deficiency, incorrect product, material mismatch, damage attributable to transit, or another circumstance for which the customer is legally entitled to a remedy, the treatment of applicable shipping and return-shipping charges will be determined in accordance with applicable law and the circumstances of the case.
For voluntary customer-initiated returns that are not attributable to a defect, deficiency, incorrect product, material mismatch, damage or another seller-side issue, return-shipping costs and other applicable charges will be governed by the terms disclosed for that particular return facility.
No provision of this Policy is intended to exclude any refund or reimbursement that is required under applicable law.
18. Fraudulent, Abusive or Unsupported Claims
Zopex Store takes fraudulent and abusive return activity seriously.
A claim may be subject to additional verification where there are reasonable indicators of:
- False or misleading information;
- Repeated unsupported claims;
- Product substitution;
- Return of a different product from the product dispatched;
- Tampering with the product;
- Removal, alteration or mismatch of serial numbers, IMEI numbers, barcodes, security labels or other identifiers;
- Deliberate damage;
- Missing accessories or components;
- Manipulated, altered or fabricated photographs, videos or documents;
- Inconsistent statements or evidence;
- Repeated claims relating to the same order;
- Unusual or suspicious return patterns; or
- Any other circumstances reasonably suggesting misuse of the return/refund process.
Where Zopex Store reasonably establishes that a claim is false, fraudulent, materially misleading or unsupported, Zopex Store may decline the claim to the extent permitted by applicable law.
Zopex Store may also take other lawful steps available to it in cases involving deliberate fraud or abuse.
19. Product Identification and Anti-Substitution Measures
For products carrying serial numbers, IMEI numbers, batch numbers, barcodes, security labels or other unique identifiers, Zopex Store may verify such identifiers against its order, packing and dispatch records.
Where a returned product does not correspond with the product dispatched by Zopex Store, the matter may be treated as a product-substitution discrepancy and the claim may be declined to the extent permitted by law.
20. Missing Components and Accessories
Where a customer reports that an accessory, component or other item is missing, Zopex Store may request reasonable evidence and may verify the claim against applicable packing and dispatch records.
Where the missing item is established to have been part of the original order and the omission is attributable to Zopex Store or the fulfilment process, an appropriate remedy will be considered.
Where the customer has removed, lost, damaged or disposed of an accessory or component after delivery, the consequences will be assessed based on the circumstances and applicable law.
21. Delivery Damage and Tampered Packages
Customers are advised to inspect the external condition of the package at the time of delivery, where reasonably possible.
If the package appears visibly damaged, opened, tampered with or materially compromised, customers should photograph or record the condition before opening and contact Zopex Store as soon as reasonably possible.
Such evidence may assist Zopex Store in investigating the delivery claim.
Failure to record or report visible damage immediately shall not, by itself, automatically determine the customer's statutory rights; the claim may instead be assessed based on all available evidence and circumstances.
22. Inspection Does Not Automatically Mean Rejection
The purpose of inspection is to determine the facts of the claim.
A product being opened, examined or tested by Zopex Store does not by itself mean that the customer's claim will be rejected.
The outcome will depend upon the evidence, condition of the product, nature of the reported issue and applicable law.
23. Customer Cooperation
Customers are expected to provide accurate information and reasonably cooperate with the verification process.
Where additional information or evidence is reasonably requested and is necessary to determine the claim, failure to provide such information may make it difficult for Zopex Store to verify the claim.
In such circumstances, Zopex Store may make a decision based on the information and evidence reasonably available to it, subject to applicable law.
24. Order Cancellation
Orders may generally be cancelled before dispatch, subject to the applicable cancellation procedure.
Once an order has been dispatched, cancellation may no longer be possible through the ordinary cancellation process.
Where an order cannot be delivered for reasons attributable to Zopex Store, or is returned before delivery for reasons not attributable to the customer, an appropriate resolution will be provided in accordance with applicable law and the circumstances of the transaction.
25. No Automatic Refund or Replacement
Submitting a return request, refund request, replacement request, photograph, video, unboxing video or returned product does not automatically create an entitlement to a refund or replacement.
The claim will be assessed based on:
- The order details;
- The reason for the claim;
- The evidence provided;
- Available dispatch and delivery records;
- The condition and identity of the returned product, where applicable;
- The results of reasonable verification; and
- Applicable law.
26. Statutory Consumer Rights
Nothing in this Policy is intended to limit, exclude, contract out of, or waive any right or remedy available to a consumer under mandatory applicable law.
In particular, where applicable law requires Zopex Store to accept a return, provide a replacement, provide a refund or provide another remedy because goods are defective, deficient, spurious, materially different from their advertised or agreed characteristics, delivered late, or for another legally recognised reason, the applicable statutory requirement shall prevail over any inconsistent provision of this Policy.
27. Changes to This Policy
Zopex Store may update this Policy from time to time to reflect changes in its products, operations, logistics arrangements, applicable law or regulatory requirements.
The version applicable to an order will ordinarily be the version communicated or made applicable at the time of the transaction, subject to applicable law.
28. Contact Us
- Legal Business Name: Zopex Store
- Website: https://www.zopex.in
- Email: support@zopex.in
- WhatsApp Support: +91 92136 44890
For return, replacement or refund requests, customers should contact Zopex Store through the available support channels and provide their order number and relevant details.