Zerra Homes · Customer care
Returns & refunds
Cancellation, Return, Exchange & Refund Policy
At Zerra Homes, every piece is inspected before it leaves our facility. Because our products — side tables, lamps, candle holders and other decor pieces — are often handcrafted using natural materials like rattan and wood, we've built this policy to be fair, clear, and specific to what we make. Please read it before placing your order.
01Order Cancellation
- You may cancel your order free of charge any time before it is dispatched. Once you receive a dispatch confirmation, the order can no longer be cancelled and falls under the Return policy below instead.
- To cancel, message us on WhatsApp or email (see Section 9) with your order number.
- Refunds for cancelled orders are processed within 5–7 working days to the original payment method.
- If you cancel before dispatch, your 25% advance is refunded in full. After dispatch, the advance is not refunded if the Cash on Delivery order is refused (it covers two-way shipping).
02Return Eligibility (Change of Mind)
- We accept returns within 7 days of delivery for eligible, unused, undamaged products in their original packaging.
- The product must be unused, unassembled (if applicable) or in resalable condition, with all original packaging, tags, and accessories intact.
- A short unboxing video is strongly recommended for every order. It's the fastest way to resolve any dispute and is required for damage/defect claims (see Section 4).
Non-returnable items
- Made-to-order / customised pieces (custom finish, size, or fabric requested at checkout)
- Items marked "Sale" or "Clearance" at time of purchase
- Products damaged due to misuse, improper assembly, or normal wear after use
- Gift cards / store credit
03Natural Material Variation
Rattan, cane, and solid wood are natural materials — grain pattern, weave texture, and minor tonal variation are inherent to the material, not a manufacturing defect. Photos on our site are representative, but slight variation between pieces should be expected and is not eligible for return as a "defect."
04Damage, Defect, or Wrong Item Delivered
This is separate from a change-of-mind return and has no return-window restriction — instead:
- Report within 48 hours of delivery, with your unboxing video/photos, to WhatsApp or email (see Section 9).
- If the claim is verified, we will offer a free replacement or full refund, your choice — no cost to you, including pickup.
- If a shipment appears damaged on arrival, please do not accept delivery, or note it on the courier's delivery slip if accepting — this strengthens your claim but is not mandatory if you have unboxing video proof.
- Missing parts or hardware (e.g., assembly fittings) are treated as a defect claim under this section, not a full return — we'll ship the missing part directly where possible.
05Return Pickup & Process
| Reason | Who arranges pickup | Who pays |
|---|---|---|
| Change of mind (Section 2) | Zerra Homes | Customer — pickup fee deducted from refund |
| Damage / defect / wrong item (Section 4) | Zerra Homes | Zerra Homes — free |
- Raise your return/replacement request via WhatsApp or email (see Section 9) with your order number and reason.
- We'll confirm eligibility and schedule a courier pickup — please do not self-ship; our courier partner is trained to handle fragile/furniture packaging.
- Once the item passes quality check at our facility, your refund or replacement is initiated.
06Refunds
- Refunds are issued to the original payment method (Razorpay) only.
- Processing time: 5–7 working days from the date the returned item passes quality check at our end.
- For change-of-mind returns, the return pickup fee is deducted from the refund amount; the deduction amount will be shared with you before pickup is scheduled.
- Cash-on-Delivery orders being refunded will require your bank account details for a direct bank transfer, since there is no original payment method to reverse to.
07Exchanges
- We currently do not offer direct product-to-product exchanges. If you'd like a different item, please initiate a return under Section 2/5 and place a new order — this keeps your refund and new order timelines independent and predictable.
08International Orders
- At this time, Zerra Homes ships within India only. This section will be updated if/when international shipping is introduced.
09Contact Us
For any cancellation, return, or refund query, reach us at:
- Email: support@zerrahomes.in
- WhatsApp: +91 88241 03300
- Hours: Mon–Sat, 10 AM–7 PM IST
This policy is displayed in accordance with the Consumer Protection (E-Commerce) Rules, 2020. Zerra Homes LLP reserves the right to update this policy; changes will apply to orders placed after the update date.
