Refund policy
At Zātrā, we want you to feel comfortable and confident with every purchase. If your order isn't quite right, we offer a simple return process subject to the terms outlined below.
1. Return Window
You may request a return within 48 hours of receiving your order.
The return request must be initiated within this period through either:
- Our website's return request/contact facility, where available; or
- Email us at [hello@thezatra.com](https://www.canva.com/link?target=mailto%3Ahello%40thezatra.com\&design=DAHWgWO4kas\&utl=h257b6a1e94\&accessRole=viewer\&linkSource=document), mentioning your order number and reason for return.
Requests received after the 48-hour window may not be accepted, except where required under applicable law.
Please wait for confirmation and return instructions from our team before shipping any product back to us.
2. Return Eligibility
To be eligible for a return, the product must meet all of the following conditions:
- The product must be unused, unwashed, unworn and undamaged.
- It must be returned in its original condition and original packaging.
- All original tags, labels and accessories must remain attached or included.
- The product must not have been altered, repaired, or subjected to any treatment after delivery.
- The return request must be raised within 48 hours of delivery.
Products showing signs of use, washing, wear, damage caused after delivery, or missing tags may be rejected following inspection, subject to applicable consumer rights.
We recommend trying on garments carefully, without removing tags or damaging the product or packaging.
3. Products Received Damaged, Defective or Incorrect
If you receive a product that is damaged, defective, or different from what you ordered, please notify us within 48 hours of delivery.
To help us resolve the issue promptly, please email hello@thezatra.com with:
- Your order number.
- A brief description of the issue.
- Clear photographs of the product, including the affected area.
- Photographs of the original packaging and shipping label, wherever possible.
If the package appears visibly damaged or tampered with at the time of delivery, we recommend taking photographs before opening it and recording the issue with the delivery partner, where possible.
Our team will review the information and guide you through the next steps.
Where a product is confirmed to be damaged, defective, incorrectly supplied, or otherwise eligible for a remedy under applicable law, we will arrange an appropriate resolution, which may include a return, refund, or replacement, as applicable.
The absence of photographs or an unboxing video will not, by itself, remove any rights available to you under applicable law.
4. No Direct Exchanges
At present, Zātrā does not offer direct product exchanges for size, colour, or style changes.
If you wish to purchase a different size, colour, or product, we recommend the following process:
- Place a new order for the required product on www.thezatra.com.
- Initiate a return request for your original purchase within 48 hours of delivery.
- Follow the return instructions provided by our team.
This is generally the fastest way to secure your preferred product, subject to availability.
The return of your original purchase will be processed according to this policy. Placing a new order does not automatically approve or complete the return of the original order.
5. Return Shipping
Once your return request is approved, our team will provide instructions for returning the product.
Unless otherwise communicated by our team, customers are responsible for arranging and bearing the cost of return shipping for returns due to personal preference, size, colour, or style selection.
For products confirmed to be damaged, defective, incorrect, or otherwise eligible for a remedy under applicable law, Zātrā will coordinate the appropriate return or resolution, including applicable return shipping costs.
Please ensure that the product is packed securely to prevent damage during transit.
Zātrā cannot be held responsible for loss or damage caused by inadequate packaging or an independently arranged return shipment, subject to applicable law.
6. Quality Inspection and Return Approval
All returned products are subject to a quality inspection.
A return will be processed only after the returned product has been received by Zātrā and inspected.
Our team will verify that the product meets the return eligibility conditions, including its original condition, packaging, tags, and accessories.
If the returned product meets the requirements, the return will be approved and the applicable refund process will be initiated.
If a returned product does not meet the eligibility conditions, we will inform you of the inspection outcome and the next steps, subject to applicable law.
Submitting a return request or shipping a product back does not, by itself, constitute approval of the return.
7. Refunds
Once your returned product has been received, inspected, and approved, we will initiate the applicable refund.
For prepaid orders, approved refunds will generally be issued to the original payment method used for the purchase, wherever supported.
For Cash on Delivery (COD) orders, our team will contact you to obtain the necessary details for processing an approved refund through an available payment method.
Refund processing and the time taken for the amount to reflect in your account may vary depending on the payment provider, bank, or financial institution.
Any applicable refund amount, including treatment of shipping charges, will be communicated during the return process and handled in accordance with applicable law.
Original shipping charges, COD fees, and other charges, if any, may not be refundable for returns due to personal preference, except where required by law or where the return is attributable to an issue for which Zātrā is responsible.
8. Order Cancellations
If you wish to cancel an order, please contact us at hello@thezatra.com as soon as possible, mentioning your order number.
Cancellation requests can be accommodated only if the order has not already been processed for dispatch.
Once an order has been dispatched, cancellation may no longer be possible. In such cases, you may request a return in accordance with this policy, where eligible.
Nothing in this section limits any cancellation, refund, or other rights available under applicable law.
9. Non-Returnable Situations
Except where a return, refund, or other remedy is required under applicable law, returns may not be accepted in the following situations:
- Return requests initiated after the 48-hour return window.
- Products that have been worn, washed, used, altered, or damaged after delivery.
- Products returned without original tags, labels, packaging, or included accessories.
- Products damaged due to improper handling, washing, or care after delivery.
These exclusions do not apply where a product is defective, incorrectly supplied, or otherwise eligible for a remedy under applicable consumer protection law.
10. Contact Us
For any questions regarding returns, refunds, damaged products, or order cancellations, please contact:
Zātrā - Zatra Mercantile
Email: hello@thezatra.com
Website: www.thezatra.com
Business address: [Insert registered business address]
We aim to make the return process as straightforward as possible and will assist you with eligible requests.
11. Policy Updates
Zātrā reserves the right to update or modify this policy from time to time. Changes will be published on this page and will apply as permitted under applicable law.
We encourage customers to review this policy before placing an order.
Nothing in this policy is intended to limit any rights or remedies available to consumers under applicable Indian law.