Cancellation and Refunds Policy
Cancellation
Cancellation of Order (Only in case of COD):
If you wish to cancel the order, you can refuse to take the delivery of the order.
What if I used discount vouchers or loyalty points during time of payment and I have to cancel my order?
Discount vouchers are intended for one-time use only and shall be treated as used even if you cancel the order.
If you had redeemed loyalty points for an order, and if you cancel the order, the loyalty points will be credited back in your Zila Wallet.
Returns and Replacements
How do I return an item purchased on Zila?
Orders:
Returns on zila are currently accepted only in the following cases:
1. You have received a damaged product
2. You have received a defective product
3. Wrong product was delivered to you
4. The product ordered was missing in the delivered shipment
In any of these cases, you could request a replacement within 15 days of receiving the order by physically visiting at any nearest store
Steps
Step 1:You have to visit the nearest ZILA Store along with original invoice and product.
Step 2: Make sure product must not be used and must be with original packaging including, price tags, labels, original packing, freebies and other accessories.
Step 3: At the counter we will issue a credit note equivalent to amount of product as mentioned in the invoice with validity of 1 Year.
Step 4: You can redeem the credit note to purchase any product from ZILA Store. The Zila App does not have a feature to place a return request online
Returns will not be accepted under the following conditions:
1. If request is initiated after 15 days of order delivery
2. Product is used or altered
3. Product is damaged due to misuse/overuse by the customer
4. Returned attempted without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged
5. Serial Number is tampered
6. Defective products that are covered under Seller/Manufacturer warranty
Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care.
I have received a damaged or defective item/wrong product in my order, how should I proceed?
Our shipments go through rigorous quality check processes before they leave our warehouse / store. However in the rare case that your product is damaged during shipment or transit, you can Visit the nearest ZILA Store for a replacement.
If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your replacement within 15 days of receiving the order:
You have to visit nearest ZILA Store along with original invoice and product. Product must not be used and must be with original packaging including, price tags, labels, original packing, freebies and other accessories. At the counter we will issue a credit note equivalent to amount of product as mentioned in the invoice with validity of 1 year. You can redeem the credit note to purchase any product from ZILA Store. Online returns and refunds are not allowed.
Do I have to return the free gift when I return a product?
Yes. The free gift is included as a part of the item order and needs to be returned along with the originally delivered product.
Can I return part of my order?
Yes. A replacement can be created at item level and if you have ordered multiple items, you can initiate a replacement for any individual item. However, any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it.
How will I get refunded for the returned orders and how long will this process take?
we provide the hassle-free option of refund through Credit Notes, which can be used during future purchases in 1 year.