Cancellation & Refund Policy

We want your purchasing experience with ZoxaMart to be smooth and predictable. This Cancellation & Refund Policy outlines how order cancellations, returns, and refunds are handled.

1. Order Cancellation by Buyer

• Before Dispatch: You may cancel an order directly through the ZoxaMart app as long as the status is Pending or Placed and has not been marked as Dispatched.
• After Dispatch: Once an order is handed over to the courier partner, it cannot be cancelled online. If rejected at doorstep, return shipping charges may apply.

2. Order Cancellation by Seller / Platform

ZoxaMart or the assigned vendor reserves the right to cancel an order due to unforeseen circumstances, including unserviceable delivery locations, stock depletion, or technical payment reconciliation failures. In all such cases, 100% of any pre-paid amount will be refunded immediately.

3. Returns & Replacements

Given the B2B wholesale nature of the marketplace, returns and replacements are accepted under the following conditions:

• Damaged, expired, or defective products received.
• Incorrect items or quantities sent differing from the order bill.
• Notice of claim must be submitted within 48 hours of physical delivery via the app or support email, supported by clear photographs/unboxing video.

4. Refund Processing & Timelines

Once a returned product is received and inspected by the vendor, refunds are initiated:

• Online Payments (UPI / Card / NetBanking): Credited back to the original source account within 5 to 7 business days.
• COD Orders: Refunded via bank transfer (NEFT/IMPS) to the registered business bank account of the buyer.

5. Contact Support

For refund status inquiries or cancellation assistance, email our support team at support@zoxamart.com.