Order Cancellation

Cancellation Window: Aap apna order delivery ke 1 ghante pehle tak (subah 5:00 AM tak) cancel kar sakte ho. Iske baad packing/dispatch process start ho chuka hota hai aur cancellation allow nahi hoga.

Partial Cancellation: Agar kisi order me kuch items out-of-stock ho jate hain to hum partial cancellation kar sakte hain — aise me available items deliver kiye jayenge aur unavailable items ka refund process kiya jayega.

Refund Policy & Timeline

Refunds generally is tarah process hote hain:

• Mode: UPI / Wallet (agar payment gateway enabled nahi hai to local wallet/adjustment ya COD reversal policy apply hogi).
• Timeline: Refunds 3–5 working days me process hote hain once verified.
• Partial refunds: Agar partial cancellation hua to proportionate refund process hoga.

Note: Bank/UPI clearing timelines alag ho sakte hain — hum refund initiate karte hain, par final credit aapke bank/wallet provider ke processing time par depend karega.

Non-Refundable / Non-Returnable Items

Kuch items hygiene & perishability reasons ke karan non-returnable hote hain (except damaged/expired on delivery):

• Fresh vegetables & fruits
• Dairy products (milk, curd, paneer) unless damaged/expired
• Opened / partially used packs

Packaging & tamper evidence check zaruri hai — agar packaging opened hai to complaint turant raise karein.

Damaged / Wrong Item Received — Step by Step

Agar aapko damaged, expired ya wrong item milta hai to follow karein:

1. Delivery ke waqt photo/video lein (clear images of product, packaging and expiry label).
2. WhatsApp par turant message karein: +91 9305367135 (photo/video attach karein).
3. Ya email karein: support@zavianmart.in — subject me Order ID aur issue mention karein.
4. Humari support team verification karegi aur replacement ya refund provide karegi depending on case.

How Refund Amount is Calculated

Refund amount = Product price (proportionate in partial cancellation) + any eligible delivery adjustment (if applicable). Coupons applied on order may affect refund calculation per coupon terms.

Example: Agar order ₹150 tha (coupon applied) aur ek ₹50 item cancel hua, to coupon effect ke hisaab se refund adjusted hoga — hum transparent breakdown provide karenge.

Escalation & SLA (Service Levels)

Hum try karte hain ki har complaint 24–48 hours me initial response paaye aur 3–5 working days me resolution ho. Agar aapko lagta hai ki response slow hai to aap escalation email bhej sakte ho: support@zavianmart.in with subject “Escalation – Order #ORDERID”.

Pro tip: WhatsApp pe turant proof bhejna sabse fastest way hai — support team wahi se issue log kar leti hai aur action start kar deti hai.

Special Cases

Force Majeure / Unforeseen events: Agar delivery/fulfilment impossible ho due to heavy rains, bandh, curfew etc., hum customer ko update karenge aur alternate resolution (refund/next available delivery) offer karenge.

Fraud / Chargeback: Agar koi fraudulent activity suspect ho to hum investigation karenge aur required documentation (ID, photos) maang sakte hain. Zavian Mart kisi bhi fraud case ko serious leta hai.

Contact & Support

Fastest support — WhatsApp: +91 9305367135

Email: contact@zavianmart.in

Support Hours: 9:00 AM — 5:00 PM (Mon–Sat). For urgent delivery-day issues, WhatsApp preferred for faster response.