Cancellation & Refund

Last Updated: 20-10-2025

At ZESMACK, we aim to deliver a smooth, joyful shopping experience. We understand that sometimes things do not go as planned whether the product wasn’t what you expected, or you simply changed your mind.

To help you feel confident while shopping with us, we offer a simple and fair No-Fuss Guarantee for all eligible orders.

If anything goes wrong, just relax and reach out to our support team. We’ll take care of everything.

 

1. Eligibility for Returns

Most products sold at ZESMACK are covered under our 7-Day Return / Replacement Guarantee.

To be eligible:

  • Item must be unused

  • In its original condition

  • With original packaging, tags, and accessories

 

Non-Returnable / Non-Refundable Items

Some items cannot be returned due to hygiene, customization, or material-sensitive reasons.

The following are NOT eligible for return, refund, or replacement:

A. For Art & Handcrafted Products

  • Custom-made or personalized items (custom text, custom size, custom images)

  • Items damaged due to mishandling after delivery

  • Clearance or final-sale products

  • Fragile items specially marked “No Return”

  • Products exposed to moisture, heat, or chemicals after delivery

B. For Natural Polished Diamonds

  • Diamonds that have been tampered with after delivery

  • Diamond products without original certificate, seal, or packaging

  • Loose diamonds once removed from sealed packs

  • Customized diamond jewelry or engraved pieces

C. Other Non-Returnable Categories

  • Gift Cards

  • Digital products

  • Personal care items

  • Paper-based items (paper lamps, paper bags, paper jewelry)

  • Soft toys (for hygiene reasons)

  • Fabric lengths below 1 meter

  • International orders (shipped outside India) – strictly non-returnable

International Orders:

  • Once an order is delivered outside India, no return, refund, or exchange will be accepted.

 

2. Damaged or Defective Items

If you receive a damaged or defective product:

  • Contact us within 48 hours of delivery

  • We will arrange return pickup (India only)

  • You may choose:

    • Full refund

    • Replacement (if available)

Required

  • Clear photos or video of damage

  • Unboxing video (recommended for high-value items like diamonds)

 

3. Return Process

We keep returns easy:

STEP 1: Contact Us

Email / WhatsApp / Call us within 7 days of delivery.

STEP 2: Pack the Product

  • Use original packaging

  • Include all accessories

  • Do not tamper with seals (especially for diamond items)

STEP 3: Return Pickup

  • India orders: We arrange pickup

  • If pickup unavailable, send via trusted courier—we reimburse shipping via store credit/gift card

  • International orders: Customer must ship items back at their cost (if eligible)

STEP 4: Inspection

Once we receive the item, we inspect it (2–3 business days).

STEP 5: Refund or Replacement

  • Refund issued to the original payment method

  • Replacement shipped (if in stock)

 

4. Refund Policy

Refunds Are Provided When:

  • Product is eligible for return

  • Product is unused & in original condition

  • Product received was defective or incorrect

Refund Methods

You may receive refunds via:

  • Original payment method

  • Store credit / gift card (recommended)

  • Bank transfer (for COD orders)

Refund Time

  • 5–7 business days after inspection.

Non-Refundable Charges

  • Original shipping fee

  • Cash-on-delivery charges

  • Customs duty and taxes (for international orders)

 

5. Replacements

You are eligible for a replacement if:

  • You received a damaged item

  • You received the wrong product

  • Product is unavailable due to defect

If the replacement item is out of stock, we issue a full refund.

 

6. Cancellations

You Can Cancel If:

  • Order is not shipped → Full refund

  • For COD, cancellation is free

After Shipment:

Orders cannot be canceled once shipped.
You may return after delivery (if eligible).

Partial Cancellations:

Yes, you may request cancellation of selected items.

Custom Orders:

Cannot be canceled once production has begun.

 

7. Customer Responsibilities

  • Inspect items immediately on delivery

  • Report damage within 48 hours

  • Pack items securely for return

  • Provide correct contact & address information

 

8. Dispute Resolution

ZESMACK is committed to resolving any disputes that may arise in a fair and timely manner. If you have any concerns or issues with your order, please contact our customer service team first, and we will do our best to address your concerns.

 

Negotiation and Mediation

• Initial Resolution: In the event of a dispute, we encourage you to first attempt to resolve the issue through direct communication with our customer service team. Most disputes can be resolved quickly through this process.

• Mediation: If the dispute cannot be resolved through direct communication, the parties may agree to submit the dispute to mediation with a neutral third party. Mediation is a voluntary process and can be a more cost-effective and timely alternative to litigation.

 

Arbitration

• Binding Arbitration: If the dispute cannot be resolved through negotiation or mediation, either party may submit the dispute to binding arbitration in accordance with the Arbitration and Conciliation Act, 1996 of India. The arbitration shall be conducted in Gwalior, India, and the language of the arbitration shall be English.

• Final and Binding Decision: The arbitrator’s decision shall be final and binding on the parties, and judgment on the award rendered by the arbitrator may be entered in any court having jurisdiction.

 

Exclusions

• Small Claims: Either party may seek relief in a small claims court for disputes or claims within the scope of that court’s jurisdiction, without first resorting to arbitration or mediation.

• Class Action Waiver: You agree that any dispute resolution proceedings will be conducted only on an individual basis and not in a class, consolidated, or representative action.

 

9. Changes to This Cancellation & Refund

ZESMACK reserves the right to modify, update, or replace this Cancellation & Refund Policy at any time.
The latest version will always be available on our website.

 

10. Contact Us

If you need help with returns, refunds, replacements, or cancellations:

Email: [email protected]
Address: Surat, Gujarat, 395004, India