Refund policy

Return, Refund & Cancellation Policy

At VF TEXTILE AND APPAREL SOLUTIONS PRIVATE LIMITED (“Zuzuvi”, “we”, “our”, “us”), we believe in helping our customers as far as possible and aim to provide a smooth and transparent shopping experience. This Return, Refund & Cancellation Policy explains how cancellations, returns, exchanges, and refunds are handled for purchases made on our online store.

1. Order Cancellations

  • Cancellation requests will be considered only if raised within 1–2 days of placing the order.

  • Cancellation may not be possible if:

    • The order has already been processed, packed, or shipped.

    • The order has been communicated to our logistics partners and is in transit.

  • To request a cancellation, please contact our customer support with:

    • Order ID

    • Registered mobile number / email ID

    • Reason for cancellation

If the cancellation is approved before dispatch, we will initiate a refund as per the Refunds section below.

2. Returns & Replacements

We accept returns or replacements in the following cases:

a) Damaged or Defective Product

If you receive a product that is damaged or defective:

  • You must inform our Customer Support team within 1–2 days of receiving the product.

  • You may be asked to share:

    • Clear photos and/or videos of the product

    • Outer packaging and label images

  • The product will be inspected by our internal team/merchant partner.

  • Once the damage/defect is verified, we will:

    • Offer a replacement of the same product (subject to stock availability), or

    • Offer a refund, as applicable.

If the product is found to be in good condition or the issue not justified, the return/replacement request may be declined.

b) Product Not as Described / Mismatch with Expectations

If you feel the product received is not as shown on the website or does not meet your expectations:

  • You must inform our Customer Service team within 1–2 days of delivery.

  • Our team will review your complaint and may request:

    • Images/videos of the product

    • Details of the issue

  • After reviewing the case, the Customer Service team will take an appropriate decision, which may include:

    • Approval of return and replacement

    • Approval of partial or full refund

    • Rejection of the claim (with reasons)

c) Products with Manufacturer Warranty

For products that come with a manufacturer’s warranty:

  • Issues related to performance, usage or defects over time should be raised directly with the respective manufacturer as per their warranty terms.

  • In such cases, we may direct you to the brand’s service center or support channel.

3. Non-Returnable / Non-Cancellable Items

Certain categories/items may not be eligible for return or cancellation, such as (illustrative, you can edit these):

  • Innerwear, socks, and certain personal-use apparel (for hygiene reasons)

  • Items sold under Final Sale / Clearance / No Return promotions

  • Customized or altered products made as per customer specifications

Such conditions (if any) will be mentioned on the respective product page wherever applicable.

4. Condition for Returns

For any approved return:

  • The product must be unused, unwashed, and in its original condition.

  • All original tags, labels, and packaging must be intact.

  • Any free gifts, combos, or promotional items received with the order must also be returned if the main product is being returned (e.g., Buy 2 Get 1 Free).

We reserve the right to refuse returns if the product is used, damaged due to misuse, or returned without original tags/packaging.

5. Refunds

In case a refund is approved by VF TEXTILE AND APPAREL SOLUTIONS PRIVATE LIMITED:

  • Refund will be processed to the original payment method (for prepaid orders), or to a bank account / UPI (for Cash on Delivery orders, where applicable).

  • It may take 3–5 working days for the refund to be processed from our end after approval.

  • The actual reflection of the amount in your account depends on your bank/payment gateway and may vary.

Shipping charges (if any) may not be refundable except where the return is due to:

  • Wrong product delivered by us

  • Verified defect or damage attributable to us

6. How to Raise a Request

To raise a cancellation, return, or refund request, please contact:

  • Email: support@zuzuvi.com

  • Subject Line: “Order ID – Cancellation/Return/Refund Request”

Include:

  • Order ID

  • Registered mobile number / email

  • Clear description of the issue

  • Photos/videos (in case of damage/defect/not as described)

7. Policy Changes

VF TEXTILE AND APPAREL SOLUTIONS PRIVATE LIMITED reserves the right to modify, update, or change this Return & Refund Policy at any time without prior notice. The latest version will always be available on our website. Continued use of our website and services will be deemed as acceptance of the updated policy.