Zero9 Collective – Refund, Return & Cancellation Policy

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At Zero9 Collective, we aim to provide a smooth and reliable shopping experience. Please read this policy carefully before placing an order through https://zero9.shop/.

1. Return & Exchange Policy

1.1 Return and Exchange Window

Customers may request a return or exchange within:

  • Returns: Within 2 days of delivery.
  • Exchanges: Within 2 days of delivery.

To request a return or exchange, email zero9merch@gmail.com with your order number, reason for the request, and clear photographs or videos where applicable.

Requests will be reviewed according to the conditions below.

1.2 Eligible Reasons for Return or Exchange

Defective or Incorrect Products

If you receive a damaged, defective, or incorrect product, contact us within the return window. We will review the issue and arrange a pickup where available. If pickup service is unavailable at your location, you may be required to ship the product to our designated return address.

Colour Variation or Personal Preference

Minor colour differences may occur because of screen settings, lighting, or product photography. If you request a return because of colour variation, design preference, fit preference, or because you simply do not like the product, return shipping will generally be your responsibility.

Other Return or Exchange Requests

For requests unrelated to a product defect or fulfilment error, the customer will generally be responsible for return shipping, subject to the eligibility conditions in this policy and applicable law.

1.3 Return and Exchange Exceptions

The following products or orders are generally not eligible for return or exchange unless they are defective, incorrectly supplied, or otherwise covered by applicable law:

  • Custom-stitched products.
  • Custom-printed or personalised T-shirts.
  • Mystery Box products.
  • Products damaged through misuse, improper washing, or failure to follow care instructions.
  • Products that have been worn, washed, altered, or returned without their original tags and packaging.

Bulk Orders: For bulk orders exceeding 10 items, returns may be limited to a maximum of 30% of the ordered quantity, subject to prior approval and the agreed order terms. This limitation does not override applicable legal rights.

Exchange Limit: Each eligible order may be exchanged only once. An exchanged product is not eligible for another exchange, except where required by applicable law or where the product is defective.

1.4 Condition of Returned Products

To qualify for a return or exchange, the product must:

  • Be unused, unwashed, and in its original condition.
  • Include all original tags, packaging, and accessories, where applicable.
  • Be securely packed for return shipment.

Zero9 Collective may inspect returned products before approving a refund or exchange.

1.5 Return Shipping and Pickup Charges

Return shipping costs are generally the customer’s responsibility unless the return results from an accepted defect or fulfilment error.

Pickup is subject to courier serviceability at the customer’s PIN code. If pickup is unavailable, the customer may need to self-ship the parcel.

Any applicable pickup, handling, or reverse-shipping fee will be communicated before the return is finalised. Where a paid pickup service is offered, its charge will be disclosed before confirmation.

1.6 Return Process

  1. Email zero9merch@gmail.com within the applicable return or exchange window.
  2. Include your order number, reason for the request, and supporting photographs or video evidence where relevant.
  3. Wait for confirmation and return instructions before shipping the product.
  4. Return the product using the approved pickup or self-shipping method.
  5. After receiving and inspecting the product, we will confirm whether the request qualifies for a refund or exchange.

We aim to review return requests within 2–4 business days. Actual processing times may vary depending on the nature of the issue and courier arrangements.

1.7 Incorrect or Damaged Product Claims

For a claim involving an incorrect, missing, or damaged product, please provide clear photographs or an unedited video showing the product, packaging, shipping label, and issue.

Video evidence may help us investigate and resolve the claim faster. However, the absence of a video will not automatically remove any rights available under applicable law.

1.8 Refund Method and Timeline

Once a return is approved and the returned product has been received and inspected, the refund will be initiated to the original payment method wherever possible.

  • Online Payments: Refunds will generally be processed to the original payment method.
  • Cash on Delivery (COD): An approved refund may be issued through a bank transfer or another mutually agreed method. Customers may be asked to provide the details required to process the refund securely.

We aim to initiate approved refunds within 2–3 business days after inspection. The time taken for the amount to appear in the customer’s account depends on the payment provider or bank.

Only the eligible product amount will generally be refunded. Original shipping charges and return shipping charges are non-refundable unless the return is due to an accepted fulfilment error, applicable law requires otherwise, or Zero9 Collective confirms a different arrangement.

2. Orders Marked as Delivered but Not Received

If the tracking status shows that an order has been delivered but you have not received it, please contact zero9merch@gmail.com within 24 hours of the delivery update.

Before contacting us, please check with family members, neighbours, building security, reception, or anyone who may have accepted the parcel on your behalf.

We will coordinate with the relevant courier partner to investigate the issue. Investigations may take approximately 7–15 business days, depending on the courier partner and circumstances.

Reports made after 24 hours may be more difficult to investigate and may be subject to the courier partner’s investigation process. However, each case will be reviewed fairly, and this reporting period does not exclude rights available under applicable law.

Parcel Tampering or External Damage

Please inspect the parcel and packaging at the time of delivery. If the parcel appears opened, tampered with, or externally damaged, document the condition with photographs or video and report the issue to us as soon as possible.

Do not assume that accepting a visibly tampered parcel automatically removes all rights. Claims will be reviewed based on the evidence, the circumstances, and applicable law.

3. Order Cancellation Policy

3.1 How to Cancel an Order

To request cancellation, email zero9merch@gmail.com with:

  • Your order number.
  • The reason for cancellation.
  • The email address or contact details associated with the order.

Cancellation requests should be submitted within 5 hours of placing the order.

Cancellation may not be possible once the order has entered procurement, customisation, stitching, printing, packing, or dispatch. Orders that have already been shipped generally cannot be cancelled in transit and may instead be handled under the return policy, where eligible.

3.2 Cancellation Refunds

If your cancellation request is approved before procurement or processing begins, a full refund will generally be initiated.

We aim to initiate approved cancellation refunds within 7 business days. The time required for the refund to appear in your account may depend on your payment provider or bank.

If work on a customised, stitched, printed, or bulk order has already started, cancellation may be restricted, subject to the order terms and applicable law.

3.3 Cancellation After Dispatch

Once an order has been dispatched or handed over to the courier, it cannot generally be cancelled through the normal cancellation process. If the product is eligible for return, please follow the Return & Exchange Policy.

3.4 Cancellation by Zero9 Collective

Zero9 Collective may cancel an order if it cannot be processed or fulfilled due to stock unavailability, procurement issues, pricing or listing errors, payment verification concerns, courier restrictions, or other unforeseen circumstances.

If we cancel an order after payment has been received, the eligible amount will be refunded. We will notify the customer using the contact details provided with the order.

4. Return-to-Origin (RTO) and Delivery Refusal

If an order is returned to us because delivery was refused, the parcel was repeatedly undeliverable, or the customer was unavailable, we will review the circumstances before processing any refund.

Where a deduction for outbound shipping or return logistics is applicable, the amount and basis of the deduction will be communicated to the customer. Any deduction must be reasonable, consistent with the terms disclosed at purchase, and permitted under applicable law.

For Cash on Delivery orders, repeated refusal or failure to accept deliveries may result in restrictions on future COD orders.

5. Shipping Charges

Original shipping charges are generally non-refundable for customer-requested returns or cancellations after dispatch.

Where a return or cancellation results from an accepted fulfilment error, a defective product, or another situation requiring a refund under applicable law, the treatment of shipping charges will be determined accordingly.

6. Contact Us

For return, exchange, refund, or cancellation assistance, please contact:

Zero9 Collective
Ahmedabad, Gujarat, India
Email: zero9merch@gmail.com
Phone/WhatsApp: +91 9723335133
Website: https://zero9.shop/

Please include your order number in all communications to help us resolve your request efficiently.