Return & Exchange Policy

REFUND, RETURN, EXCHANGE (REPLACEMENT), CANCELLATION & DELIVERY POLICY.

Zontrek Private Limited
Effective Date: 24-02-2026

This Policy governs all purchases made through www.zontrek.com, affiliated sales channels, marketplaces, social media platforms, and offline modes operated by Zontrek Private Limited, a company incorporated under the Companies Act, 2013 and having its registered office at Agra, Uttar Pradesh, India (“Company”, “Seller”, “We”, “Us”).

By placing an order, the Customer (“You”) agrees to be legally bound by this Policy,

1. NO GENERAL RIGHT OF RETURN

Unless expressly stated, purchases made from Zontrek do not carry an automatic right of return.

Returns are an exception, not a default entitlement, and are allowed strictly under the conditions set forth herein.

2. NON-RETURNABLE CATEGORIES (ABSOLUTE)

The following are strictly non-returnable and non-refundable except where a proven manufacturing defect exists:

  • Sale / Clearance / Discounted products
  • Coupon-based purchases
  • Bundle / Combo / Freebie offers
  • Limited edition drops
  • Customized or made-to-order products
  • Products purchased under special pricing or liquidation
  • Products returned in used condition

Subjective dissatisfaction (size, comfort, style preference, expectation mismatch) does not qualify as defect.

3. FOOTWEAR-SPECIFIC RETURN RESTRICTIONS

Due to hygiene and wear sensitivity:

A return may be considered only if:

  • Shoes have been tried indoors only
  • Outsoles show zero outdoor usage
  • No creasing, sole marks, dirt, stains, odour, or foot impression
  • Original box in resaleable condition
  • All tags, stuffing, silica packs, inserts intact

Any sign of wear results in automatic rejection.

The Company’s quality inspection determination shall prevail unless proven otherwise by credible evidence.

4. STRICT RETURN WINDOW

Return requests (if eligible) must be raised within:

  • 7 days for eligible return categories (if applicable)

Late requests shall not be entertained.

5. MANDATORY PHOTO / VIDEO EVIDENCE

All defect or wrong product claims must include:

  • Clear unedited photos
  • Unboxing video (continuous recording without cuts)

Failure to provide evidence may result in rejection.

6. SHIPPING, LOGISTICS & MANDATORY DEDUCTIONS

Unless product defect is established:

Customer shall bear:

  • Forward shipping cost
  • Reverse pickup cost
  • Packaging & handling cost
  • Insurance charges

Refund deductions may include:

  • Payment gateway fees (non-refundable to Seller)
  • COD processing fees
  • Banking/EMI charges
  • Warehouse restocking cost
  • Promotional freebie value
  • Operational and administrative charges
  • Applicable taxes not recoverable

Refund amount may be NIL after deductions.

“Free Shipping” is promotional and does not eliminate actual logistics cost recovery.

7. DELIVERY FAILURE / REFUSAL / NON-ACCEPTANCE

If Customer:

  • Refuses COD order
  • Is unreachable after two delivery attempts
  • Provides incorrect address
  • Cancels post-dispatch
  • Fails to respond to courier

Then:

7.1 Advance or Partial Payments

Shall be forfeited as reasonable pre-estimated damages for logistics and opportunity loss.

7.2 Fully Prepaid Orders

Refund only after deduction of:

  • Two-way freight
  • Payment gateway charges
  • Packaging cost
  • Administrative handling
  • Storage charges
  • Any other incurred cost

Courier logs, GPS, call records constitute valid proof of attempt.

8. CANCELLATION POLICY

Orders cannot be cancelled once:

  • Processing begins
  • Packed
  • Shipped

Pre-dispatch cancellations may incur deductions including:

  • Payment gateway charges
  • Inventory blocking charges
  • Admin costs

Refund of COD refusal shipping cost is not permitted.

9. INSPECTION & REJECTION RIGHTS

All returns undergo strict quality check.

Company reserves right to:

  • Reject return
  • Send back product at Customer’s cost
  • Dispose product if unclaimed within 15 days
  • Adjust refund against damages

Decision shall be reasonable and in good faith.

10. DEFECTIVE PRODUCT CLAIMS

Manufacturing defects only qualify.

Not covered:

  • Normal wear and tear
  • Improper use
  • Water damage (unless marketed waterproof)
  • Sizing discomfort
  • Personal preference

Company may choose to:

  • Replace
  • Repair
  • Issue partial refund
  • Provide store credit
  • Reject claim

Remedy selection remains at Seller’s discretion.

11. EXCHANGE/REPLACEMENT POLICY

Exchanges are:

  • Subject to stock availability
  • Treated as fresh order
  • Limited to one-time per order
  • Subject to logistics charges

Repeated exchanges may be denied.

12. FRAUD PREVENTION & SERVICE REFUSAL

Company may refuse service or cancel orders if:

  • High return ratio detected
  • Fraud suspected
  • Chargeback misuse
  • Abusive communication
  • Fake claims
  • Bulk speculative buying

Without liability.

13. REFUND TIMELINE

Inspection: 7–10 business days
Refund processing: 7–15 business days
Bank timeline: additional

No instant refunds guaranteed.

14. CHARGEBACK & PAYMENT DISPUTES

If Customer initiates a chargeback without contacting Seller:

  • Seller reserves right to submit full evidence
  • Account may be restricted
  • Future orders may be blocked

Fraudulent chargebacks may attract legal action.

15. LIMITATION OF LIABILITY

To maximum extent permitted by law:

  • Liability limited to amount actually paid
  • No liability for indirect, incidental, consequential damages
  • No compensation for expectation loss or mental distress unless legally mandated

16. FORCE MAJEURE

Company not liable for delays due to:

  • Natural disasters
  • Pandemic
  • Government restrictions
  • Transport strikes
  • Supply chain disruption
  • Courier failure

17. GOVERNING LAW & JURISDICTION

This Policy governed by laws of India.

Subject to statutory consumer jurisdiction rules, disputes shall fall under courts at:

Agra, Uttar Pradesh

18. GRIEVANCE REDRESSAL

Grievance Officer: Rajendra Prasad (Customer Executive)
Email: crm@zontrek.com
Phone: 9997521141
Response time: Within 48 hours
Resolution timeline: As per applicable law

19. POLICY MODIFICATION

Company reserves right to amend this Policy at any time.

Revised version effective upon website publication.

20. CUSTOMER DECLARATION

By placing an order, Customer confirms:

  • Reading this Policy
  • Understanding deductions and forfeiture clauses
  • Agreement to inspection-based decisions
  • Acceptance of logistics recovery terms

Subject always to non-waivable statutory consumer rights under Indian law.