Refund policy

Return & Refund Policy

Last Updated: June 2026

At Zerjama, a brand owned and operated by RIOE Business Private Limited, we are committed to providing premium-quality products and an exceptional shopping experience. Please read this Return & Refund Policy carefully before placing an order.

1. Return Eligibility

We offer a 3-day return window for eligible products. Return requests must be submitted within 3 days of successful delivery.

To qualify for a return, the product must:

  • Be unused, unworn, and unwashed.

  • Be in its original condition.

  • Include all original tags, labels, accessories, and packaging.

  • Be free from stains, perfume, odours, damage, or alterations.

  • Be approved by our Customer Support Team before being returned.

Returns sent without prior approval may not be accepted.

2. Non-Returnable Products

To protect customer hygiene and safety, the following products are generally not eligible for return or exchange after delivery, unless they are received damaged, defective, or an incorrect product has been supplied:

  • Lingerie

  • Innerwear

  • Bras

  • Bralettes

  • Panties

  • Bodysuits

  • Bodystockings

  • Shapewear

  • Intimate apparel

  • Opened or used personal wear products

  • Customised or personalised products

  • Gift Cards

  • Clearance or Final Sale products

3. Damaged, Defective or Incorrect Products

If your order arrives damaged, defective, or incorrect, please notify us within 48 hours of delivery by emailing support@zerjama.com.

Please include:

  • Order Number

  • Clear photographs of the product

  • Photographs of the outer packaging

  • A brief description of the issue

After verification, we will provide an appropriate resolution, which may include a replacement, refund, or store credit.

4. Return Request Process

To request a return:

  1. Email support@zerjama.com.

  2. Mention your Order Number.

  3. Explain the reason for the request.

  4. Attach photographs if requested.

  5. Wait for written return authorisation before shipping the product.

Products returned without prior written approval may be refused.

5. Refunds

Once the returned product is received and inspected, we will notify you of the outcome.

If approved, refunds will normally be issued to the original payment method.

Where the original payment method is unavailable or technically not possible, refunds may be issued through an alternative method permitted by applicable law.

Refund Timeline

  • Return inspection: 2–5 Business Days

  • Refund processing: 5–10 Business Days

Additional processing time may be required by your bank or payment provider.

6. Return Shipping

Customers are responsible for return shipping costs unless:

  • The product is defective.

  • The wrong product was delivered.

  • The product was damaged during transit.

Original shipping charges are non-refundable except where the return results from our error.

7. Exchanges

Exchanges are available only for:

  • Manufacturing defects

  • Transit damage

  • Incorrect products supplied

Approved replacement orders are generally dispatched within 2–5 Business Days, subject to stock availability.

8. Order Cancellation

Orders may be cancelled before they are packed or dispatched.

Once an order has been shipped, cancellation is no longer possible.

Made-to-order or customised products cannot be cancelled once production has commenced.

9. International Orders

For international orders:

  • Customers are responsible for customs duties, taxes, VAT, and import charges imposed by the destination country.

  • Shipping charges, customs duties, and taxes are non-refundable.

  • International return shipping costs are the responsibility of the customer unless the product supplied is defective or incorrect.

10. Failed or Refused Delivery

Customers are responsible for providing accurate delivery details.

If an order is returned because of:

  • Incorrect or incomplete shipping information

  • Customer unavailable for delivery

  • Delivery refusal without a valid reason

additional shipping, return freight, or handling charges may apply before reshipment.

11. Promotional Orders

If an order was placed using coupons, promotional discounts, gift vouchers, or special offers, any approved refund will be calculated based on the actual amount paid.

Complimentary gifts included with promotional orders must also be returned to qualify for a full refund.

12. Force Majeure

Refunds, replacements, or deliveries may be delayed due to circumstances beyond our reasonable control, including natural disasters, pandemics, government restrictions, strikes, courier disruptions, transportation failures, or other unforeseen events.

13. Consumer Rights

Nothing in this policy limits or excludes any statutory consumer rights available under applicable law.

14. Chargebacks

Before initiating a payment dispute or chargeback through your bank or payment provider, we encourage you to contact our Customer Support Team.

Most issues can be resolved quickly through our standard support process.

15. Contact Information

RIOE Business Private Limited

Brand: Zerjama

CIN: U80904DL2017PTC318363

GSTIN: 07AAICR3235K1Z7

Registered Office:

F3/6, Madanpur Khadar Extension Part III
New Delhi – 110076
India

Customer Support Email:
support@zerjama.com

Customer Support Hours:
Monday – Saturday
10:00 AM – 6:00 PM (IST)

We are committed to providing fair, transparent, and timely resolution of customer concerns. Our goal is to ensure every customer receives professional support throughout the purchase and post-purchase experience.