Order Cancellation, Returns & Refund Policy
At Zerel, our priority is your complete satisfaction. We maintain clear, fair, and legally compliant standards for cancellations, returns, and refunds.
1. Order Cancellation
You may cancel eligible orders directly from your account page within 24 hours of order placement (and prior to parcel handover to our shipping partner, Delhivery). Once the 24-hour window has elapsed, the order is locked for batch fulfillment and can no longer be cancelled.
- 24-Hour Cancellation Window: Cancellation requests must be submitted within 24 hours of placing the order.
- Pre-dispatch cancellation: Cancellation takes effect immediately. Reserved fragrances are restored to inventory, and your refund is initiated automatically within 1 to 2 business days.
- Cash on Delivery (COD) orders: If the order is unpaid, it is cancelled with zero charge. If payment was collected, verified bank/UPI payout will be processed.
- Orders in transit: Once an order is handed over to the courier, an immediate carrier stop is requested. If delivery cannot be stopped in time, you may simply refuse delivery at your doorstep for Return to Origin (RTO).
- No arbitrary cancellation fees: Zerel never imposes arbitrary cancellation or processing penalties.
2. Standard Change-of-Mind Perfume Returns (7-Day Policy)
We accept change-of-mind return requests for eligible luxury perfumes within 7 calendar days after confirmed delivery, subject to the following condition:
Condition Requirements:
- Product must remain sealed, unopened, and unused with its original cellophane wrapping and batch seal intact.
- Original designer packaging, presentation box, and any included accessories must be returned.
- Due to hygiene and cosmetic safety standards, opened or sprayed perfume bottles cannot be returned for change of mind.
3. Damaged, Defective, or Incorrect Products (15-Day Policy)
Your statutory rights are fully safeguarded. You may submit a claim within 15 calendar days of delivery for:
- Broken flacon or visible in-transit bottle leakage.
- Defective atomizer, nozzle, spray mechanism, or loose cap.
- Incorrect fragrance, concentration, size, or missing items.
- Materially misdescribed product or suspected authenticity concerns.
Prompt Reporting Recommendation: For visible transit damage or leakage, we recommend notifying us within 48 hours with photos or videos to expedite courier investigation. However, failure to provide an unboxing video does not automatically extinguish your consumer rights for legitimate defects.
4. Return Shipping & Pickups
- Defective, damaged, or wrong items: Zerel arranges and bears 100% of the reverse pickup cost via Delhivery Reverse Logistics.
- Eligible change-of-mind returns: Free door-step reverse pickup is arranged by Zerel where supported; reasonable return shipping charges are deducted only where disclosed prior to confirmation.
- Zero restocking fees: We do not impose arbitrary restocking or handling charges.
5. Warehouse Inspection & Refund Timelines
Every returned item is inspected at our central facility upon arrival to verify product condition, seal status, and authenticity before disposition.
Prepaid Payments (Razorpay)
Refunds are initiated within 1-2 business days following approval. Standard banking settlement takes 3 to 7 business days depending on your issuing bank.
Cash on Delivery (COD) Payouts
Processed via secure UPI or direct NEFT bank transfer within 5 to 7 business days following inspection approval and destination verification.
Need Help with an Order?
Submit a request from your order history or reach out to our client care team.