At ZokuGear, we aim to provide quality anime-inspired gym accessories and a reliable shopping experience. If you receive a defective, damaged, incorrect or incomplete product, we want to help resolve the issue fairly.

This policy explains the conditions and procedures for requesting returns, refunds, exchanges, replacements, order cancellations and resolutions for shipments returned to origin (RTO) for orders placed through our website.

1. Return Request Window

Customers should contact ZokuGear within 7 days of receiving their order to report a return, refund, exchange or replacement request.

Issues involving defective, damaged, incorrect or missing products should be reported as soon as reasonably possible.

The 7-day request window does not limit any consumer rights or remedies available under applicable law.

2. Eligible Reasons for Returns, Refunds and Exchanges

Customers may contact us to request an appropriate resolution in the following circumstances:

• Defective product: The product has a manufacturing defect or does not function as intended.
• Damaged product: The product arrives damaged during transit.
• Wrong product received: The delivered product differs from the product ordered.
• Missing item: One or more items from the order are missing.
• Product not as described: The product materially differs from its advertised description or specifications.
• Other eligible circumstances: The request qualifies under an applicable promotional offer, an express return commitment or applicable consumer protection law.

Each request will be reviewed based on the circumstances and the information provided.

3. Product Condition for Returns

For ordinary change-of-mind return or exchange requests, products should be:

• Unused, unwashed and in their original condition.
• Returned with original packaging, tags and accessories, where applicable.
• Accompanied by the relevant order number or proof of purchase.

For defective, damaged, incorrect or incomplete orders, customers should retain the product and its packaging until the issue has been reviewed.

Ordinary change-of-mind return conditions will not override applicable legal remedies for defective, damaged, incorrect or misrepresented products.

4. Products Not Eligible for Ordinary Change-of-Mind Returns

Ordinary returns or exchanges may be declined where a product:

• Has been used, washed, altered or damaged after delivery by the customer.
• Shows damage resulting from misuse, improper care or normal wear and tear rather than a manufacturing defect.
• Is returned without necessary components or accessories that prevent a proper assessment.

These restrictions do not exclude any remedies required by applicable law or any rights relating to defective, damaged, incorrect or misrepresented products.

5. How to Request a Return, Refund or Exchange

To initiate a request, customers must contact ZokuGear customer support through the contact details published on our website.

Customers must provide:

1. Their order number and registered contact information.
2. A clear description of the issue.
3. Clear photographs and/or videos showing the product and the reported issue.
4. Any additional reasonable information required to verify the complaint.

Images or videos may be used to demonstrate manufacturing defects, transit damage, incorrect items, missing items or other reported issues.

Customers should ensure that submitted photographs and videos clearly show the relevant product and issue. Please retain the product and its original packaging until our support team has reviewed the request.

Customers must wait for confirmation and return instructions before shipping any product back to us.

Submitting photographs or videos does not automatically guarantee approval. Each request will be assessed fairly based on the available evidence, the circumstances and applicable law.

6. Return Shipping and Pickup

Depending on the nature of the request, ZokuGear may arrange a reverse pickup or ask the customer to return the product using an approved shipping method.

• For verified defective, damaged, incorrect or incomplete deliveries, ZokuGear will communicate the appropriate return or resolution arrangement.
• For eligible change-of-mind returns or exchanges, return shipping arrangements and any applicable costs will be communicated before the return is initiated.
• Pickup availability depends on courier coverage at the customer’s address.

Return shipping conditions will not remove remedies required under applicable law.

7. Inspection and Quality Check

Returned products may undergo an inspection to verify the reported issue, product condition and completeness.

Our support team may request additional photographs, videos or information when reasonably necessary to investigate the complaint.

After the assessment, ZokuGear will communicate the available resolution. Depending on the circumstances, this may include a refund, exchange, replacement or another appropriate remedy.

A request may be declined where the available evidence does not establish eligibility, subject to applicable law and consumer rights.

8. Refund Policy

Refunds may be considered for approved returns, verified product issues, accepted cancellations and eligible prepaid orders returned to origin (RTO).

Refund eligibility depends on the circumstances, the applicable policy and relevant legal requirements.

8.1 Prepaid Orders

Approved refunds for prepaid orders will generally be issued to the original payment method used for the purchase.

8.2 Cash on Delivery (COD) Orders

For approved COD refunds, customers may be asked to provide accurate bank account or UPI details through the official support channel designated by ZokuGear.

Customers must provide correct payment details to help ensure successful processing.

ZokuGear will never require a customer’s UPI PIN, banking password or OTP to issue a refund.

8.3 Refund Processing Time

Once ZokuGear has processed an approved refund, please allow up to 7 business days for the refunded amount to reflect in your account.

The actual time may vary depending on the bank, payment gateway or financial institution.

For this policy, business days exclude Sundays and applicable public holidays.

The time needed to review a request, verify submitted evidence, inspect a returned product or approve a refund is separate from the 7-business-day refund timeline.

If the refund has not appeared in your account after the stated period, please contact our support team with your order number and refund details.

All refunds will be handled in accordance with applicable law.

9. Exchange and Replacement Policy

Exchanges or replacements may be offered for eligible products, subject to verification and stock availability.

• Customers must submit the required order details and clear photographs and/or videos showing the reported issue.
• Customers must wait for confirmation before returning the product.
• Replacement products and exchanges are subject to stock availability and the nature of the issue.
• If the requested replacement is unavailable, our support team will communicate the available alternatives.

Where an exchange or replacement cannot reasonably be fulfilled, an appropriate alternative, including a refund where applicable, will be communicated.

10. Order Cancellation Policy

Customers who wish to cancel an order should contact ZokuGear customer support as soon as possible.

10.1 Cancellation Before Dispatch

Cancellation requests received before dispatch will generally be considered for cancellation. Once cancellation is confirmed, the order will not be dispatched.

For prepaid orders, any applicable refund will be processed in accordance with the refund procedure and applicable law.

10.2 Cancellation After Dispatch

Once an order has been dispatched or handed over to the courier, cancellation or interception may no longer be possible.

Customers should contact our support team immediately. ZokuGear will make reasonable efforts to request a shipment hold or return through the courier, where available.

If the shipment cannot be stopped, customers will be informed of the available options. If the parcel returns to ZokuGear, the shipment status will be verified before the applicable refund is processed.

Refund eligibility for change-of-mind cancellations will be assessed under this policy and applicable consumer protection law.

Verified defective, damaged, incorrect or misrepresented products will be handled according to the applicable remedies and legal requirements.

Customers should not assume a cancellation has been accepted until ZokuGear confirms it.

11. Prepaid Orders Returned to Origin (RTO)

A shipment may be returned to origin if delivery cannot be completed because of an incorrect address, an unavailable recipient, repeated unsuccessful delivery attempts, refusal to accept the shipment or other delivery-related circumstances.

When a prepaid order returns to ZokuGear, we will verify the shipment status and contact the customer to confirm their preferred resolution.

11.1 If the Customer Still Wants the Order

If the customer wishes to receive the product, ZokuGear may arrange re-shipping after confirming the delivery address and availability.

If the original delivery failed because of a ZokuGear or courier error, we will not charge an additional re-shipping fee.

If the failure resulted from incorrect address information or other circumstances attributable to the customer, a reasonable additional shipping charge may apply, where permitted by law. Any applicable charge will be communicated and agreed upon before re-shipping is arranged.

Re-shipping remains subject to product availability and courier service coverage.

11.2 If the Customer Wants a Refund

If the customer no longer wants the product, they may contact our support team to request a refund.

ZokuGear will review the circumstances, verify the returned shipment and determine the applicable resolution in accordance with this policy and consumer protection law.

We will not automatically forfeit the entire prepaid amount merely because a shipment has returned to origin.

Once an approved refund has been processed, please allow up to 7 business days for the amount to reflect in the customer’s account, depending on the payment provider.

11.3 COD Orders Returned to Origin

For COD orders that are never delivered and return to origin, product payment will ordinarily not have been collected.

If any amount has already been collected, the circumstances will be reviewed and any refund due will be handled appropriately.

Repeated refused or unverifiable COD orders may be subject to additional verification or restrictions on future COD purchases, where permitted by law.

12. Incorrect or Incomplete Orders

If you receive an incorrect product or discover that an item is missing, contact our support team within the return-request window.

Please provide your order number, a description of the issue and clear photographs and/or videos showing the received products and packaging, where applicable.

Our team will investigate and communicate the appropriate resolution in accordance with this policy and applicable law.

13. Customer Support

For return, refund, exchange, replacement or cancellation requests, contact ZokuGear through the contact details published on our website.

Please include your order number and registered contact information in your communication.

Providing complete information and clear photographs or videos will help our team review your request more efficiently.

14. Policy Updates and Consumer Rights

ZokuGear may update this policy when necessary. The latest version and its effective date will be published on this page.

Nothing in this policy is intended to exclude, restrict or waive any consumer rights or remedies available under applicable Indian law.

Thank you for choosing ZokuGear. We appreciate your trust and support.