Buyer Protection Policy

This Policy is written in plain language and is meant to be easy to use. It works alongside our Marketplace Policies and Privacy Policy. Where it's silent on a point, the Marketplace Policies apply.

How it works

What's covered

You can raise a claim under this Policy if any of the following happens. You have 48 hours from delivery to do so - except for lost parcels, which have a longer window.

Your rights when a claim is approved

You pick how it's resolved - not the seller

• Full refund to your original payment method, within 7–10 business days of inspection.
• Free replacement of the same item, dispatched within 2–3 business days (subject to stock).
• Exchange for a different item from the same seller (subject to the seller accepting).

Return shipping

We arrange a reverse pickup from your delivery address. You don't visit a courier, you don't drop the parcel anywhere.

Your replacement is covered too

If a replacement or exchanged item itself arrives damaged, wrong, or defective, you have a fresh 48-hour window to raise another claim on the same terms, subject to availability.

The open-box video

For damaged, wrong, or visibly defective items, we need a short unboxing video to process your claim quickly. This one piece of evidence is what lets us approve the claim without back-and-forth.

What to record

One continuous video, no cuts, no editing. Start before you open the parcel and keep recording until the product is fully out of the box.

1. Before you open anything - show the sealed parcel from all six sides. Make sure the shipping label is clearly on camera.
2. Open the parcel - keep filming. If there's a sealed box inside, show that too.
3. Take the product out - show the product fully on camera before you stop.
4. Share it with us.

A short, continuous take of 30 seconds to a minute is usually enough. MP4 or MOV format. No editing or trimming.

For defects that show up only after opening

Some flaws only appear once you've opened the product or tried to use it - a zip that won't close, an accessory that won't switch on. We don't expect those to be captured in the unboxing itself. In these cases, send us both:

• The open-box video (so we can rule out transit damage), and
• A photo or short clip of the defect itself, taken before the 48-hour window closes.

Breaking the brand seal to test the product (powering on an accessory, for example) won't disqualify your claim - as long as the open-box video shows the unboxing and the defect is evidenced separately.

Lost parcels

No video needed if your parcel never arrived. We verify directly with the courier. Just raise the claim from your Zoop account once 10 business days have passed from dispatch.

How to raise a claim

1. Open the Zoop app and go to "My Orders".
2. Tap "Raise an Issue" on the relevant order.
3. Pick the issue type and upload your open-box video (plus any defect photos if needed).
4. Pick your preferred resolution: refund, replacement, or exchange.
5. Submit. We acknowledge every claim within 48 hours.

Timelines we commit to

If we can't approve your claim

• We'll tell you within 24 hours of the inspection, in writing, with the reasons.
• You have 7 days to appeal the decision through our Grievance Officer (see below).

Replacements and exchanges - the detail

Same-item replacement

If you want the same product again, no seller approval is needed. We dispatch within 2–3 business days of inspection, subject to stock. If the seller is out of stock, you get a refund instead - you're never left without a remedy.

Different-item exchange

If you want to swap for something else from the same seller, the seller has 48 hours to accept, decline, or propose an alternative. If they decline or don't respond in time, you get a refund instead.

Price difference

• If the new item costs more, you pay the difference before we dispatch.
• If the new item costs less, we refund the difference within 7–10 business days.

One exchange per item

Each item can be exchanged once. The exception: if the replacement itself is damaged, wrong, or defective, the 48-hour claim window starts fresh from its delivery.

What's not covered

Please choose carefully before you order. This Policy can't cover the following:

• Change of mind, size or fit, or colour preference.
• Damage caused after delivery.
• Innerwear and lingerie - on hygiene grounds.
• Customised, personalised, or altered products.
• Claims raised after the claim window has closed.
• Claims without the open-box video (where one is required).
• Items returned without their original packaging or tags (we recognise reasonable exceptions for opening the product to test a defect, as explained above).

If you're not happy - escalate to us

Every decision under this Policy can be appealed to a real person at Zoop. Our Grievance Officer has authority to overturn inspection decisions, release withheld refunds, and lift restrictions where the original decision was wrong.

Your evidence and your privacy

Open-box videos and photos may show your home or family in the background. We treat this as your personal data under the Digital Personal Data Protection Act, 2023.

• Used only to verify claims, prevent fraud, audit, and resolve disputes - never for marketing or model training.
• Retained for 18 months from submission, then deleted (unless a law, court order, or open dispute requires otherwise).
• Sellers don't see your raw video - they get our inspection summary.
• You can request earlier deletion once the claim window has closed and any related dispute is resolved, by writing to privacy@zooplive.com.

Events outside our control

If parcels are delayed by weather, civil unrest, strikes, pandemic restrictions, or governmental orders, delivery timelines extend automatically. We'll keep you informed by SMS, WhatsApp, and email. Your claim window opens on the actual delivery date - not the originally estimated one.

General

Zoop is an online marketplace and an intermediary under Section 2(w) of the Information Technology Act, 2000. The contract of sale is between you and the seller - Zoop facilitates.

We may update this Policy from time to time. Material changes will be communicated through the platform, email, or other appropriate means. The version in force when you placed your order applies to that order.

This Policy is governed by Indian law. Subject to the arbitration provisions in our Terms of Use, the courts at New Delhi have exclusive jurisdiction.