Return Policy

1. Scope

Zapna Softwares operates Zapna, a platform that helps Indian supermarkets fulfill customer grocery orders. Product returns are reviewed based on item category, order state, condition, evidence, seller verification, and applicable law.

2. Return windows

Fresh produce, dairy, bakery, meat, fish, seafood, ready-to-eat, chilled, and frozen products can be reported for quality, damage, expiry, wrong item, or short-weight issues within 24 hours of delivery.

Packaged FMCG, dry groceries, beverages, household products, and personal-care products can be reported within 7 days of delivery where the product is wrong, damaged, expired, defective, leaking, materially different from the order, or otherwise eligible under applicable law.

3. Perishable goods

Perishable grocery items are not accepted for change-of-mind returns after delivery. Refunds or replacements may be approved when the customer provides reasonable evidence that the delivered item was damaged, expired, incorrect, short in weight, unsafe, or below acceptable quality.

4. Items that are usually not returnable

Items may be declined for return where they are opened, used, altered, missing original packaging, outside the return window, handled in a way that affects hygiene or safety, or requested for change of mind after picking, packing, dispatch, or delivery.

Legally restricted goods, alcohol, tobacco, OTC medicines, baby formula, hygiene-sensitive products, and similar goods may not be returnable unless applicable law requires otherwise or Zapna support approves the case after review.

5. Return review process

Customers should report the issue with the order number, item details, issue description, and photos where relevant. Zapna or the fulfilling supermarket may inspect the item, verify batch/expiry/weight details, request return pickup, or ask the customer to retain or dispose of the item safely depending on the product category and issue.

6. Replacement or refund decision

Depending on stock availability, seller verification, and customer preference where available, Zapna may offer a replacement, store-approved adjustment, partial refund, full refund for the affected item, or other support-approved resolution.

7. Refund handling

If a return is approved for refund, payment reversal and timing are handled under the Refund Policy. Approved prepaid refunds are normally routed to the original payment method through Zapna's payment provider where supported.

8. How to raise a return request

Contact joel@zapna.shop with the order number, item details, issue description, photos where needed, and preferred resolution. Do not share OTPs, UPI PINs, card numbers, banking passwords, or payment credentials.