Refund policy

Last Updated: 29 October 2026

At Zetroo, operated by JANATHA RETAIL PRIVATE LIMITED, customer satisfaction is important to us. We aim to provide quality supplements, skincare, cosmetics, and personal care products and assist customers if an order arrives damaged, defective, incorrect, incomplete, or expired.

Please read this Return & Refund Policy carefully before making a purchase. This policy applies to eligible orders delivered within India.

Free Replacement Policy

Customers may request a free replacement within 7 calendar days of delivery if their order meets the eligibility conditions outlined below.

The 7-day period refers to the deadline for reporting an eligible issue, not the time required to deliver a replacement.

Once a request is approved and any required product verification is completed, the replacement will be dispatched using our standard shipping service.

Requests submitted after 7 calendar days may not qualify under our standard replacement guarantee, without affecting applicable consumer rights.

Replacement Eligibility

You may qualify for a free replacement if:

The product arrives physically damaged during transit.
The product is defective or does not meet its stated specifications.
You receive an incorrect product different from the one ordered.
The order contains missing items or accessories.
The product significantly differs from its description on our website.
The product is expired or past its best-before date upon delivery.
The product arrives with a broken, damaged, or tampered safety seal.

All eligible issues should be reported within 7 calendar days of delivery.

Conditions for Replacement

To help us process your request:

Contact our customer support team within 7 calendar days of delivery.
Provide your order number or invoice as proof of purchase.
Submit clear photographs showing the reported issue or an unboxing video, if available.
Retain the original product packaging, labels, and safety seals wherever reasonably possible.
Keep the product available for verification or collection if requested.
Follow the return instructions provided by our support team.

For supplements, cosmetics, and personal care products, products should remain unused and in their original packaging wherever reasonably possible.

If a product arrives damaged, defective, expired, incorrect, or with a compromised safety seal, opening the packaging to identify the issue will not automatically disqualify an eligible claim.

Replacements are subject to verification and product availability, without limiting applicable statutory rights.

When Replacement Is Not Available

A replacement may not be provided under our standard guarantee when:

The identical product is permanently unavailable or discontinued.
The product has already been replaced once under the standard complimentary replacement guarantee.
The request is submitted outside the 7-day reporting period, subject to consumer rights.
The reported issue results from misuse, accidental damage, improper storage, or unauthorized alteration after delivery.
The request is solely due to a change of mind or personal preference.

If a suitable replacement is unavailable, an eligible refund may be issued in accordance with this policy.

Each eligible order generally qualifies for one complimentary replacement. Any further issue with a replacement product will be reviewed in accordance with applicable consumer protection laws.

Missing Items or Accessories

If your order arrives with missing items or accessories, please contact our customer support team within 7 calendar days of delivery.

Please provide:

Order number.
Product name.
Description of the missing item or accessory.
Photographs of the received package, shipping label, and contents.
An unboxing video, if available.

Our support team will review your request and provide an appropriate resolution in accordance with this policy and applicable law.

Expired Products

If you receive a product that is expired or past its best-before date upon delivery, please contact our customer support team within 7 calendar days of delivery.

Please provide:

Order number.
Product name.
Clear photographs of the expiry or best-before date.
Photographs of the product packaging and relevant batch information, where available.

We will review the issue and arrange an eligible replacement or refund in accordance with this policy.

Customers should not use or consume products received past their expiry or best-before date.

Refund Policy

If an eligible replacement is unavailable or cannot be fulfilled, Zetroo may issue a refund.

A refund may be provided when:

The identical product is permanently out of stock.
The product has been discontinued.
A suitable replacement cannot be arranged.
A refund is required under applicable consumer protection laws.

Where a return is necessary, the product may be inspected before the refund is processed.

Approved refunds will generally be issued to the original payment method used during the purchase.

Refunds processed through Razorpay generally appear within 5–7 business days after processing. Actual credit times may vary depending on the bank, card issuer, UPI provider, or payment gateway.

Non-Returnable Items

Zetroo does not accept returns or exchanges solely because a customer has changed their mind, ordered a product by mistake, or no longer wishes to keep it.

The following are generally not eligible for return under our standard policy:

Products that have been used or partially consumed, where the request is unrelated to an eligible product issue.
Supplements, skincare, cosmetics, or personal care products opened after delivery for reasons unrelated to an eligible defect or product issue.
Products with safety seals removed or tampered with after delivery, where the request is unrelated to an eligible product issue.
Products damaged through misuse, negligence, improper handling, or incorrect storage after delivery.
Requests made solely due to personal preference or change of mind.

These exclusions do not apply where a product arrives damaged, defective, incorrect, incomplete, expired, or significantly different from its description and an applicable remedy is available.

All statutory consumer rights remain protected.

Return & Replacement Process

To initiate a replacement or refund request:

Contact our customer support team within 7 calendar days of delivery.
Provide your order number, product details, and a description of the issue.
Submit relevant photographs or videos, where available or requested.
Our support team will review your request and may ask for additional information.
If the request is approved and a return is required, we will arrange collection at no cost to you.
Where applicable, the returned product will be inspected to verify the reported issue.
After the necessary verification and approval, we will arrange an eligible replacement or refund.

Replacement delivery follows our standard shipping service and is not guaranteed within the 7-day reporting window.

Return Shipping Charges

For approved eligible returns involving damaged, defective, incorrect, incomplete, expired, or significantly misdescribed products, Zetroo will arrange return pickup at no cost to the customer.

Customers will not be charged return shipping fees or restocking fees for approved eligible returns.

Please contact our support team before sending any product back. Our team will provide the appropriate collection instructions.

Returns for change-of-mind purchases or other reasons not covered by this policy are not accepted, except where required by applicable law.

Contact Us

For any questions regarding returns, replacements, or refunds, please contact:

Zetroo — JANATHA RETAIL PRIVATE LIMITED

Email: support@zetroo.com

Phone: +91 7569889047

When contacting us, please include your order number, product name, a description of the issue, and relevant supporting photographs or videos.

Our support team will review your request and assist you with the next steps.

Policy Updates

Zetroo, operated by JANATHA RETAIL PRIVATE LIMITED, may update this Return & Refund Policy from time to time.

Any changes will be published on this page along with the revised Last Updated date. Changes will apply prospectively unless otherwise permitted by applicable law and will not remove rights that customers have already acquired.