Cancellation & Refund Policy

Zencare Health Retail Private Limited (“We,” “Us,” or “Our”), operates a platform offering products and services related to health and wellness. This policy governs cancellations and refunds for products and services purchased through our platform.

1. Products Sold by Third-Party

• Cancellations
  • Cancellation of orders for products listed by third-party sellers is subject to the respective seller’s cancellation policy, which will be displayed on the catalogue section of the product listing.
  • Refunds for cancelled orders must be requested directly from the respective seller. Our platform is not liable for refunds but may assist in mediating disputes.

2. Products Sold by Us

• Cancellations

  • Orders may be cancelled within 24 hours of placement by raising a ticket through our platform.

  • Orders already dispatched cannot be cancelled.

  • Refunds for cancelled orders will be processed as follows:

    — Before Dispatch: Full refund to the original payment method within 5–7 working days.

    — After Dispatch: No refund applicable.

3. Refund Policy for Products Sold by Us

Refunds are offered for the following scenarios:

• Products damaged during transit.
• Defective products or items that do not match their description.
  • Non-Refundable Items:
    • Perishable food products
    • Opened consumables (e.g., packaged food products with broken seals or tampered packaging).
    • Health supplements that have been opened or partially consumed.
    • Fitness equipment or accessories that have been used or opened from original packaging.
    • Products with damaged packaging that cannot be resold.
  • Delivery Charges:
    • Refunds exclude non-refundable delivery fees unless cancellation is due to a platform error or shipping issue.
  • Refund Timeline:
    • Refunds for eligible items are processed within 5–7 working days of approval.
  • Return Conditions:
    • Items must be (a) Unused and in their original condition as received; and (b) returned with their original packaging, documentation, and any accompanying accessories.

This policy is exclusively applicable to products sold directly by us on our platform. For products listed by third-party sellers, please refer to their respective refund policies provided in the product listings.

4. Health and Wellness Services

• Cancellations
  • Customers may cancel booked services within 48 hours of placing the order by raising a ticket on our platform. No cancellations will be entertained beyond this period.
• Refund Policy for Services:
  • Within 48 Hours of Booking: A full refund will be processed to the original payment method within 5–7 working days.
  • After 48 Hours of Booking: No refund is applicable.

5. Initiating Cancellations or Refunds

• Products Sold by Us:
  • Raise a ticket through our platform, including the order ID and reason for the cancellation or refund.
• Products by Third-Party Sellers:
  • Contact the seller directly using the details provided in the product listing.
• Services:
  • Raise a ticket through our platform within 48 hours of booking to cancel a service.

6. Updates to this Policy

We reserve the right to update this policy at any time. Changes will be effective