Returns & Refunds Policy
Last Updated: September 8, 2026 Entity: Zocane Pvt. Ltd.
1. Strict "No Returns" Policy
- The Rule: All completed sales on Zocane are final. We do not accept returns, exchanges, or change-of-mind refunds for any successfully delivered gifts.
- The Reason: Zocane specializes in premium, custom-packaged, curated arrangements (including physical boxes, custom hampers, and open baskets) containing premium lifestyle products, delicate items, and custom printed greeting cards. Once an order leaves our controlled local logistics network, we cannot return items to inventory to protect the absolute hygiene, presentation standards, and security of future gift recipients.
2. 72-Hour Replacement Policy for Defects and Fulfilment Issues
If an item arrives damaged, broken, defective, incorrect, missing, or otherwise faulty, senders or recipients may request a replacement:
- The Window: Report the issue within 72 hours of the confirmed delivery timestamp.
- Reporting Procedure: Please email us at support@zocane.com or open an in-app support ticket with the following details:
- 1. Your order number or Transaction ID.
- 2. Clear photographs or a brief unboxing video showing the defect, damage, incorrect item, missing item, or other fulfilment issue.
- Our Resolution: After our operations team verifies the issue, we will dispatch a free replacement of the affected product in our next available delivery slot. If the exact product is out of stock, we will offer an alternative product of equal value, or issue a pro-rata refund for that specific item to the primary payer's source account.
3. Order Cancellations
Because our hyper-local dispatch pipeline is optimized for rapid delivery, the cancellation window is highly restricted:
- Standard Cancellation Window: You can cancel an order within five (5) minutes of payment capture.
- Once our fulfillment hub team has initiated custom box assembly, ribbon tying, and commercial-label stripping, the order is locked for dispatch and cannot be cancelled, modified, or refunded.
To report an eligible issue, please contact our support team immediately: support@zocane.com