Refund and Cancellation
This policy explains how grocery order cancellations, replacements, returns, and refunds are handled.
Order cancellation
- Customers may request cancellation before an order is picked, packed, shipped, or delivered.
- Once fulfilment has started, cancellation may be limited for fresh, chilled, frozen, prepared, or perishable items.
- We may cancel orders due to unavailable stock, unsupported address, failed payment, suspected fraud, or repeated delivery failure.
Returns and replacements
- Eligible issues include missing items, incorrect items, damaged products, spoilage at delivery, or quality concerns reported promptly.
- For hygiene and food safety, opened, used, temperature-sensitive, or perishable products may not be returnable unless defective or incorrectly delivered.
- Support may request photos, batch details, invoice number, and delivery confirmation before approving a return, replacement, or credit.
Refund method and timing
Approved refunds are returned to the original payment method where possible or issued as account credit when agreed. Bank and payment gateway processing times may vary.
How to request support
Contact support@zipbooks.in with the order number, item details, and photos where relevant.