Cancellation & Replacement Policy

1. Order Cancellation

Customers may request cancellation of an order by contacting Zebraa at the earliest possible opportunity. A cancellation request can be submitted by contacting:

Cancellation requests will be considered only if the order has not yet been dispatched or handed over to the shipping carrier.

Once an order has been dispatched, cancellation may no longer be possible. In such circumstances, the customer may be required to receive the shipment and follow the applicable replacement or return procedure, subject to eligibility.

Zebraa does not guarantee that every cancellation request can be accommodated after an order has been placed.

2. Cancellation Before Dispatch

If a cancellation request is successfully received and approved before dispatch:

• The order will be cancelled.
• Any amount already paid will be eligible for refund.
• The refund will generally be processed to the original payment method used for the transaction.
• Processing time may depend on the applicable payment gateway, bank, or financial institution.

Zebraa will not be responsible for delays caused by banks, payment gateways, card issuers, or other third-party financial service providers.

3. Cancellation After Dispatch

Once an order has been dispatched, it may not be cancelled through the standard cancellation process.

If the customer no longer wishes to receive the product, Zebraa may, at its discretion, provide an alternative resolution in accordance with its applicable return and replacement procedures.

Any shipping, return, reverse-logistics, or other applicable charges may be deducted where permitted by the applicable policy and law.

4. Replacement Policy

Zebraa may provide a replacement in the following circumstances, subject to verification:

• The product received is defective or non-functional.
• The product received is damaged in transit.
• The wrong product or model was delivered.
• The product is missing essential components or accessories supplied as part of the original package.
• The product develops an eligible manufacturing or functional defect covered under the Zebraa Warranty Policy.

Replacement requests must be submitted within the applicable period specified in this Policy or the relevant Warranty Policy.

5. Damaged Product Received

Customers are advised to inspect the package immediately upon delivery. If the package or product appears damaged, tampered with, crushed, broken, burnt, or otherwise compromised, the customer should contact Zebraa customer support as soon as reasonably possible.

For a damaged-product claim, Zebraa may request:

• Order number.
• Invoice or proof of purchase.
• Photographs of the outer packaging.
• Photographs of the shipping label.
• Photographs of the product and damage.
• A video demonstrating the condition of the package or product, where required.
• Any other information reasonably necessary to investigate the claim.

Zebraa may arrange an inspection or reverse pickup before approving a replacement.

6. Wrong Product Delivered

If a customer receives a product different from the product ordered, the customer must contact Zebraa customer support promptly after delivery.

Upon verification, Zebraa may arrange collection of the incorrectly delivered product and dispatch the correct product, subject to availability.

Customers should not use, modify, open, or damage the incorrectly delivered product before the replacement process is completed.

7. Missing Product or Accessories

If an item or accessory included in the confirmed order is missing from the package, the customer should notify Zebraa as soon as possible.

Zebraa may request photographs, packaging details, delivery information, or other evidence to verify the claim. If the claim is verified, Zebraa may provide the missing item, accessory, or an appropriate replacement, subject to availability.

8. Defective Product

A product that does not function as intended may qualify for replacement after inspection and verification. The product must have been used in accordance with the applicable product instructions and intended operating conditions.

Where the issue is determined to be a manufacturing defect or eligible functional failure, the product may be replaced under the Zebraa 1-Year Limited Replacement Warranty.

The warranty does not cover damage caused by misuse, physical damage, liquid exposure, unauthorized repair or modification, electrical abnormalities, or other exclusions specified in the Warranty Policy.

9. Replacement Under Warranty

Eligible Zebraa products are covered by a 1-Year Limited Replacement Warranty against qualifying manufacturing defects and functional failures arising during normal and intended use. The warranty period begins from the date of purchase shown on the original invoice or valid proof of purchase.

If a product qualifies for warranty replacement:

• Zebraa will arrange replacement of the defective product.
• The replacement may be the same model or an equivalent model.
• Replacement is subject to product availability.
• If the original model is unavailable, Zebraa may provide an equivalent product at its discretion.
• The replacement does not automatically create a new one-year warranty period.
• The replacement product will generally remain covered for the remaining period of the original product's warranty.

The complete warranty terms and exclusions are provided in the Zebraa Warranty Policy.

10. Conditions for Replacement

To qualify for replacement, the customer may be required to provide:

• Valid order number.
• Original invoice or proof of purchase.
• Customer name and contact information.
• Product model and serial/batch information, where applicable.
• Clear description of the issue.
• Photographs or videos of the product, where requested.
• The defective or incorrect product for inspection.
• Original packaging and accessories, where reasonably required.

Zebraa reserves the right to inspect and test a product before approving a replacement.

11. Products Not Eligible for Replacement

Replacement will generally not be available for products affected by:

• Normal wear and tear.
• Scratches, marks, discoloration, or other cosmetic deterioration that does not affect functionality.
• Accidental damage.
• Physical impact, crushing, bending, breaking, or misuse.
• Liquid, moisture, or corrosion damage.
• Burns, melting, or fire damage.
• Damage caused by unauthorized repair, modification, or opening of the product.
• Damage resulting from incompatible devices, accessories, chargers, adapters, or power sources.
• Damage caused by electrical surges, voltage fluctuations, short circuits, or improper electrical supply.
• Damage resulting from improper installation, operation, storage, or handling.
• Damage to cables caused by excessive pulling, twisting, bending, cutting, or improper use.
• Products purchased from unauthorized sources where valid proof of purchase cannot be established.
• Products with removed, altered, damaged, or unreadable identification labels or serial numbers, where applicable.
• Products that have been intentionally damaged or tampered with.

This list does not limit any mandatory rights available to consumers under applicable law.

12. Products Purchased from Unauthorized Sellers

Products purchased through unauthorized sellers, unauthorized websites, marketplaces, or other sources may not be eligible for Zebraa's direct cancellation or replacement services. Customers may be required to contact the original seller for assistance.

Where warranty support is requested, valid proof of purchase may be required to establish eligibility.

13. Replacement Process

Once a replacement request has been submitted:

• Step 1 – Request Submission: The customer contacts Zebraa with the order details and description of the issue.
• Step 2 – Verification: Zebraa reviews the order information and may request photographs, videos, documents, or additional details.
• Step 3 – Inspection: Where required, Zebraa may arrange reverse pickup or request the product to be returned for inspection.
• Step 4 – Approval: If the claim meets the requirements of this Policy, Zebraa will approve the replacement.
• Step 5 – Replacement Dispatch: The replacement product will be dispatched to the customer's verified delivery address, subject to product availability and operational conditions.

14. Replacement Product

Replacement products may be:

• The same product and model; or
• An equivalent product with comparable specifications and functionality.

If the original product has been discontinued or is unavailable, Zebraa may provide an equivalent replacement. The replacement product may differ slightly in packaging, appearance, or manufacturing batch while maintaining equivalent functionality.

15. Return of Defective Product

Where a replacement is approved, Zebraa may require the original product to be returned before dispatching or completing the replacement.

The customer must return the product in the condition specified by Zebraa and follow the return instructions provided by customer support. Failure to return the product when required may result in cancellation or suspension of the replacement request.

16. Shipping and Reverse Pickup

For an approved replacement claim, Zebraa may arrange reverse pickup through its designated logistics partner. The availability of reverse pickup may depend on the customer's location and courier serviceability.

Customers must ensure that the product is securely packed for return to prevent additional damage during transportation. Zebraa will not be responsible for damage caused by inadequate packaging by the customer, to the extent permitted by applicable law.

17. Refunds

The primary remedy under this Cancellation & Replacement Policy is replacement, where the claim qualifies for replacement. A refund may be provided where:

• An order is successfully cancelled before dispatch and payment has already been received.
• Zebraa is unable to provide a replacement for an approved claim.
• A refund is otherwise required under applicable law or an applicable Zebraa policy.

Where a refund is approved, it will generally be processed through the original payment method. Refund processing times may vary depending on the payment gateway and financial institution.

18. Cash on Delivery Orders

Where an order is cancelled or otherwise handled under an applicable policy, any refundable amount will be determined after considering the applicable terms, payment processing charges, logistics costs, and legal requirements.

19. Delivery Refusal

Customers are advised not to refuse delivery solely because they have changed their mind after the order has been dispatched.

Where an order is refused or returned to Zebraa without following the applicable cancellation or replacement process, Zebraa may determine the appropriate resolution after considering the circumstances and applicable law. Any applicable shipping, reverse-logistics, or other charges may be deducted where legally permissible.

20. Multiple Replacement Requests

A replacement request may be reviewed based on the specific product, order, and circumstances. Repeated, excessive, fraudulent, or suspicious replacement requests may be subject to additional verification.

Zebraa reserves the right to investigate suspected misuse of this Policy and take appropriate action where permitted by law.

21. Fraudulent or Misleading Claims

Zebraa reserves the right to reject claims supported by false, misleading, altered, or fraudulent information. Submitting false photographs, videos, invoices, order information, or other documents may result in cancellation of the claim and restriction of future services, subject to applicable law.

22. Change of Mind

A replacement is not automatically available merely because a customer has changed their mind, ordered the wrong product, selected an incorrect model, or no longer requires the product.

Any such request will be handled according to the applicable return, cancellation, and refund terms and applicable consumer law.

23. Address Changes

Customers should verify their shipping address before completing an order. If an address needs to be changed after placing an order, the customer should contact Zebraa immediately.

Address changes may not be possible after the order has been processed or dispatched. Zebraa shall not be responsible for delivery failures caused by an incorrect or incomplete address provided by the customer.

24. Replacement Timeline

Zebraa will make reasonable efforts to process eligible replacement requests promptly. The actual timeline may depend on:

• Claim verification.
• Product inspection.
• Reverse pickup availability.
• Customer location.
• Courier serviceability.
• Product availability.
• Operational or logistical circumstances.

Any timeline communicated by Zebraa is an estimate unless expressly confirmed otherwise.

25. No Modification of Statutory Consumer Rights

Nothing in this Policy is intended to exclude, restrict, or diminish any statutory rights or remedies available to consumers under applicable Indian law. Where any provision of this Policy conflicts with a mandatory legal requirement, the applicable legal requirement shall prevail to the extent of such conflict.

26. Policy Changes

Zebraa reserves the right to modify, update, or replace this Policy from time to time. Any updated version will be published on this page with the revised effective or last-updated date.

The Policy applicable to an order will generally be the version in effect at the relevant time, subject to applicable law.

27. Contact Us

For cancellation, replacement, or order-related assistance, please contact Zebraa:

Customer Support Hours:
Monday – Friday: 08:00 – 20:00

For faster assistance, please include your order number, registered mobile number/email address, product name, and a clear description of the issue.