If anything arrives damaged, faulty, wrong or incomplete, we replace it or refund you in full. Last updated 16 August 2026.
Cancel free of charge, for any reason or none. Email concierge@zanar.in with your order number and we refund the full amount.
Once a parcel is with the courier we cannot recall it. You may refuse the delivery, in which case it returns to us and we refund the order value less the courier cost incurred.
If we cancel an order because stock is unavailable, a price was wrong or payment was not authorised, you receive a full refund and an explanation.
Your choice of a replacement or a full refund, whenever the product is:
This applies whether or not the box has been opened. You cannot be expected to find a fault through sealed packaging. We pay the return collection, the replacement and the refund; you pay nothing.
Opened pods cannot be returned if you have simply changed your mind. Once a seal is broken the botanicals are exposed to air and handling; they are prepared for inhalation, cannot be re-sealed or verified, and cannot safely be supplied to anyone else. The same applies to personalised or bespoke consignments made to your specification.
None of this applies where the product is damaged, faulty, wrong, incomplete or not as described. In those cases the paragraph above governs, without exception.
If the box is unopened and unused with every seal intact, tell us within seven days of delivery and we will take it back and refund you.
Write to concierge@zanar.in within forty-eight hours of delivery for anything damaged, wrong or missing, and within seven days for a fault that appears on use. Please send your order number and photographs of the outer carton, the shipping label and the item.
Photographs taken on a phone are perfectly sufficient. An unboxing video is helpful if you happen to have one, but we do not require one and will not refuse a claim without it. Please keep the packaging until the matter is closed.
These windows let us raise a courier claim in time. They do not limit your statutory rights. A genuine manufacturing defect will always be dealt with on its merits.
Write to us, and we confirm the return and arrange collection. Where your PIN code is not serviceable, post it to the address we give you and send us the receipt. We reimburse the postage.
Pack it as it came, with all components, and please do not tape or write on the ZANAR box itself. We inspect on arrival and confirm the outcome within two business days. Please wait for our confirmation before sending anything back; unannounced parcels are difficult to trace to an order.
Refunds are made through Razorpay to the original payment method: the same card, UPI ID, account or wallet. They cannot be redirected to a different card or person; that is a fraud-prevention rule of the payment system rather than a preference of ours. Where the original method can no longer receive a refund, we will ask for bank details and transfer it to an account in the payer's name.
We initiate the refund within two business days of approving it. It then takes five to seven business days to appear, depending on your bank. We send you the reference so you can trace it, and we chase Razorpay on your behalf if it does not arrive.
GST is refunded with the order and a credit note issued. We do not wait to be reimbursed by a courier or supplier before refunding you, and we do not issue store credit in place of a refund unless you ask for one.
Delivery within India is complimentary, so there is no shipping charge to refund. Where a return is our fault, we bear the return freight as well.
If you received a ZANAR box as a gift and something is wrong with it, write to us. We will resolve it with you directly and, if you prefer, without contacting the giver. A replacement comes to you; a refund, by the rules of the payment system, returns to whoever paid.
This policy adds to your rights. It does not replace them.
Under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, a seller may not refuse to take back goods or refuse a refund where they are defective, deficient, spurious or lacking the characteristics advertised. Nothing here limits that, and any part of it that appeared to do so is read as subject to it.
You may also complain to a District, State or National Consumer Commission, including where you live, without going through us first.
Email concierge@zanar.in with your order number, or telephone +91 98188 44346. We answer within one business day, acknowledge complaints within 48 hours and resolve them within one month. Grievance Officer: [NAME].