ZOPCART RETURN, REFUND & CANCELLATION POLICY

HYPER-LOCAL ORDER MODEL

Unlike a traditional centralized marketplace, a ZopCart order may be fulfilled by a nearby participating seller and delivered by a local delivery partner.

Customer -> ZopCart Platform -> Nearby/Eligible Seller -> Delivery Partner -> Customer

As a result, return and refund eligibility may depend on the product category, seller policy, order status, freshness/perishability, condition of the product and the reason for the request.

CANCELLATION OF AN ORDER

Customer Cancellation Before Seller Acceptance

A customer may cancel an order before it has been accepted/processed by the seller, subject to the cancellation option being available in the app or website.

Where cancellation is successfully completed before fulfilment begins, any eligible prepaid amount will be refunded according to the applicable payment method and refund process.

Cancellation After Seller Acceptance

Once a nearby seller has accepted and started preparing an order, cancellation may no longer be available, or cancellation may be subject to applicable charges or deductions where legally permitted and clearly disclosed.

Cancellation Due to Seller or ZopCart

ZopCart or the seller may cancel an order where, for example:

the requested product is unavailable;

inventory information was incorrect;

the delivery area becomes unserviceable;

the seller is unable to fulfil the order;

a technical or payment issue prevents fulfilment;

an order appears fraudulent or abusive; or

cancellation is necessary to comply with law or safety requirements.

Where ZopCart or the seller cancels a prepaid order for a reason attributable to fulfilment failure, the eligible amount will generally be refunded to the original payment method or another permitted method.

RETURN ELIGIBILITY

Return availability depends on the product and the return option shown on the relevant product/order page.

Products Commonly Eligible for Return/Replacement

Where the product listing permits returns, a request may be considered for issues such as:

wrong product delivered;

materially different product delivered;

damaged product;

defective product;

missing product/item;

incorrect quantity;

expired product, where applicable; or • other material non-conformity with the order.

The customer may be required to provide photographs, videos, packaging details, batch/expiry details or other information reasonably necessary to verify the issue.

Fresh, Perishable and Temperature-Sensitive Products

Fresh food, fruits and vegetables, dairy, meat, seafood, bakery items, prepared food and other perishable or temperature-sensitive products may generally not be returnable because of their nature.

However, where such an item is missing, materially damaged, spoiled, expired, unsafe, incorrect or materially different from the order, the customer should report the issue as soon as possible, preferably within the time window shown in the app/order page.

Subject to verification and applicable law, ZopCart may offer a replacement, refund or another appropriate resolution.

NON-RETURNABLE PRODUCTS

Products may be designated as non-returnable because of their nature, hygiene considerations, safety concerns or seller/product conditions. Examples may include:

fresh/perishable goods;

opened food or consumable products, except where defective, damaged, expired, unsafe or otherwise eligible by law;

personal hygiene products;

products where the seal has been opened, where applicable;

customized or made-to-order products;

products whose return is restricted by applicable law; and

any other item specifically marked as non-returnable on its product/order page.

Non-returnable status does not exclude remedies that may be required where goods are defective, damaged, expired, unsafe, wrong, missing or otherwise nonconforming, subject to applicable law.

RETURN / REFUND REPORTING WINDOW

For eligible products, the applicable return/reporting period will be shown on the product page, order details or return interface.

For fast-moving hyper-local products, customers should report missing, damaged, wrong or quality-related issues as soon as they are discovered. A shorter reporting window may apply to fresh or highly perishable goods because their condition can change rapidly.

Where no specific product period is displayed, ZopCart may assess the request based on the nature of the product, the reason for the claim and applicable law.

HOW TO REQUEST A RETURN, REPLACEMENTOR REFUND

Customers should use the return/refund option available in the ZopCart app or website, where available, or contact ZopCart Customer Support.

The request should include, where applicable:

order ID;

product/item concerned;

reason for the request;

photographs or video evidence;

packaging/seal information; and

any other information reasonably required to investigate the claim.

ZopCart may verify the request with the seller and, where relevant, the delivery partner.

DAMAGED PRODUCT

If a product arrives damaged, the customer should report it promptly and retain the product and original packaging until the issue is resolved where reasonably possible.

ZopCart may request photographs or other evidence. Depending on the case, ZopCart may provide:

replacement;

refund; or

another appropriate remedy.

The final resolution may depend on product category, availability, condition, seller verification and applicable law.

WRONG PRODUCT / MISSING ITEM

If a customer receives a wrong item, a different variant, or an order with a missing item, the customer should report the issue through the app or customer support within the applicable reporting period.

After verification, ZopCart may arrange replacement, refund of the affected item, partial refund or another appropriate resolution.

PRODUCT QUALITY / SPOILAGE / EXPIRY

For food, grocery and other consumable products, customers should immediately report products that appear spoiled, expired, unsafe or materially unfit for use.

Customers should not consume or use a product where there is a reasonable safety concern. ZopCart may request photographs, packaging, batch or expiry information and other relevant details for investigation.

Where the issue is verified, an eligible refund/replacement may be provided in accordance with applicable law and the circumstances of the order.

RETURN PICKUP

Where physical return is required, ZopCart or an authorized seller/logistics partner may arrange pickup.

Pickup availability may depend on location, product category and operational conditions. Customers are expected to keep the eligible item in the condition reasonably required for return and to provide access for pickup.

For products where physical return is not practical or safe, ZopCart may resolve the claim without requiring a return, subject to verification.

REFUND METHODS

Eligible refunds may be issued through the original payment method, applicable payment instrument, bank/UPI route, wallet/credit mechanism or another permitted method, depending on the transaction and available systems.

For Cash on Delivery orders, ZopCart may require bank/UPI or other account details necessary to process the refund.

REFUND TIMELINES

Once a refund is approved, ZopCart will initiate the refund through the applicable payment channel. The time taken for the amount to appear in the customer’s account may depend on the bank, card issuer, UPI provider, payment gateway or other financial institution.

ZopCart will communicate the refund status or reference information where available.

The refund timeline may therefore consist of:

ZopCart approval/processing -> Payment provider processing -> Bank/card/UPI credit

Third-party processing delays outside ZopCart’s reasonable control may affect the final credit time.

DELIVERY CHARGES

Delivery charges are generally associated with providing the delivery service and are not automatically refundable merely because a customer changes their mind or requests a return, unless the applicable order policy, offer terms or law requires otherwise.

Where an order is cancelled or cannot be fulfilled due to a reason attributable to ZopCart or the seller, applicable delivery or other charges may be refunded as appropriate.

PROMOTIONAL DISCOUNTS AND COUPONS

Where an order is refunded or partially refunded, the treatment of promotional discounts, coupons, cashback or promotional credits will depend on the terms of the relevant promotion.

A coupon or promotional benefit may not be reinstated after cancellation or return unless the applicable offer terms provide for reinstatement.

Cashback or promotional credits already used may be adjusted where permitted under the relevant offer terms.

PARTIAL REFUNDS

Where only certain items in an order are affected, ZopCart may issue a refund for the affected item(s) rather than cancelling or refunding the entire order.

Applicable taxes, discounts, delivery charges and promotional adjustments may be calculated at the order/item level.

REFUND FOR SELLER-RELATED FULFILMENTFAILURE

Where a seller is unable to provide an accepted order because of stock unavailability, incorrect inventory, fulfilment failure or another seller-side reason, ZopCart may cancel the affected order/item and process an eligible refund.

Seller-side settlement adjustments may be handled separately from the customer refund process.

CUSTOMER-RELATED NON-DELIVERY

Refund eligibility may be affected where an order could not be delivered because of circumstances attributable to the customer, such as:

incorrect or incomplete delivery address;

customer unavailable after reasonable delivery attempts;

refusal to accept the order without an eligible reason;

inability to provide required access to the delivery location; or

repeated failure to respond to delivery communications.

Any cancellation charge or refund treatment will be subject to the applicable order terms and applicable law.

QUALITY VERIFICATION AND FRAUD PREVENTION

ZopCart may investigate unusual, repeated or potentially fraudulent return/refund requests to protect customers, sellers and the platform.

This may include reviewing order history, photographs, delivery records, seller information, packaging information and other relevant transaction information.

ZopCart may decline or restrict an abusive or fraudulent request where permitted by law. Such action does not affect any legitimate statutory consumer remedy.

SELLER RESPONSIBILITY

Participating sellers are responsible for supplying products that conform to their descriptions, applicable quality and safety requirements, and applicable law.

Seller-specific return/warranty conditions may be displayed on the product page. Where seller conditions conflict with mandatory consumer rights or applicable law, applicable law will prevail.

DELIVERY PARTNER RESPONSIBILITY

Delivery partners facilitate delivery and may not be responsible for deciding whether a product is defective, expired or otherwise eligible for a return/refund.

Customers should normally raise product-related complaints through ZopCart’s app or customer support rather than attempting to settle refund disputes directly with an individual delivery partner.

EXCHANGES AND REPLACEMENTS

Where replacement is appropriate and the same product is available, ZopCart or the seller may offer a replacement instead of a monetary refund.

If replacement is unavailable, ZopCart may provide an eligible refund or another suitable resolution.

EXCEPTIONS AND SPECIAL CIRCUMSTANCES

Return, replacement and refund treatment may vary for:

regulated goods;

products with statutory restrictions;

digital products/services, where applicable;

gift cards or vouchers;

customized products;

promotional/free items;

products damaged after delivery due to misuse or improper storage; and

products affected by circumstances outside reasonable control. Any mandatory remedy under applicable law will continue to apply.

DISPUTES AND ESCALATION

If you disagree with a return/refund decision, you may contact ZopCart Customer Support or the designated Grievance Officer using the contact details published on the ZopCart platform.

Customers may also have remedies available under applicable consumer protection law.

POLICY CHANGES

ZopCart may update this policy from time to time to reflect changes in products, services, operations, technology or applicable law. The latest version will be published on the ZopCart website/app with an updated effective or last-updated date.

GOVERNING LAW

This policy will be interpreted in accordance with the laws applicable to ZopCart and its transactions in India, subject to the rights and remedies available to consumers under applicable law.

CONTACT DETAILS

ZopCart

Legal Entity: ZopCart Pvt Ltd.

Registered Office: Sharifganj, Katihar, Bihar – 854105, India

Support: support@zopcart.com

Grievance Officer: Md Shakur Alam (Managing Director / Grievance Officer)

Grievance Email: grievance@zopcart.com

IMPORTANT IMPLEMENTATION NOTE

The actual return window, non-returnable categories, refund triggers and refund timelines displayed in the ZopCart app/website should match the operational rules configured in the order-management and seller systems. Product-level policy shown at checkout/order details should be clear and consistent with this master policy.