Refund & Cancellation Policy

This Refund & Cancellation Policy explains when and how you can cancel an order, return items, and receive a refund on the Zokit platform ("Platform"), operated by Zokit Technologies Private Limited ("Zokit", "we", "us"). It forms part of, and should be read with, our Terms & Conditions. Zokit is the seller of every item you order: Zokit purchases goods from local suppliers and resells them to you in its own name, so every cancellation, replacement and refund under this Policy is handled by Zokit directly.

1. Order Cancellation

1.1 Cancellation by you

• Within 2 hours of placing your order — free. When you place an order, it is confirmed within 2 hours. During this 2-hour window, before the order is confirmed, you may cancel it at no charge from My Orders → select order → Cancel, or by contacting support.
• Once the order is confirmed — cannot be cancelled. After the order is confirmed (which happens within 2 hours of placement), it is sent to the Supplier for fulfilment and cannot be cancelled. This is because materials are reserved, picked, and often cut or measured to your order as soon as it is confirmed.
• At delivery. If there is a problem with the delivered items (damaged, defective, wrong or short), you are still protected — see Sections 2 and 3, which apply even though the order cannot be cancelled.

1.2 Cancellation by Zokit

We may cancel an order in situations including: the item is out of stock, a pricing or listing error, the delivery address is not serviceable, suspected fraud, or events beyond our control. If we cancel an order for which you have already paid, you will receive a full refund. We will notify you of any such cancellation.

2. Inspection at Delivery (Important)

3. Returns and Replacements

3.1 When a return or replacement is allowed

You are entitled to a replacement or refund if, at the time of delivery, the item is:

• damaged or broken in transit;
• defective or not in working/usable condition;
• the wrong item, brand, size, grade or specification than what you ordered; or
• short in quantity compared to your order.

To be eligible, report the issue at the time of delivery or within 24 hours of delivery, with supporting proof of the damage or error (such as clear photographs or a short video of the affected item and its packaging), along with the invoice/order number. The item must be unused and in its original condition and packaging where applicable. Claims raised after 24 hours, or without adequate proof, may not be accepted.

3.2 What cannot be returned (change of mind)

Because of the nature of construction materials, the following are not eligible for return once correctly delivered, except where they arrive damaged, defective, wrong or short:

• materials cut, mixed, or supplied to a custom size, length or quantity on your instruction;
• custom-mixed or tinted paints prepared to a shade or specification you selected;
• cement, paints, chemicals, adhesives and similar items once opened or partially used;
• bulk aggregates (sand, gravel, bricks, blocks) that have been unloaded at the site;
• items that have been used, installed, altered, or removed from sealed/original packaging; and
• any item specifically marked "non-returnable" on its product page (subject to Section 3.1 above).

3.3 Return eligibility at a glance

4. Refunds

4.1 How refunds are issued

• Prepaid / online orders, where online payment is offered: refunds are credited back to the original payment method used for the order.
• Pay on Delivery orders: these are paid by UPI to Zokit at the time of delivery. We will ask you to confirm the UPI ID or bank account you want the refund sent to, and pay it there.

4.2 Refund timelines

Once a refund is approved (after the returned item is received and verified, or the issue is confirmed), we initiate it promptly. The amount is typically credited within 5–7 working days, though the exact time to reflect in your account depends on your bank or payment provider. We will keep you updated on the status of your refund in the app.

4.3 What is refunded

For eligible claims, we refund the price of the affected item(s). Where an order is cancelled within the 2-hour window before confirmation, or cancelled by us, any amount paid — including delivery charges — is refunded in full. Where only part of an order is affected, we refund the affected items.

5. How to Raise a Refund or Return Request

• Open the Zokit app → My Orders → select the order → choose Report an issue / Return; or
• Contact our support team at support@zokit.in or +91 9110692974 with your order number and details (and photographs, for damage or wrong-item claims).

Our team will acknowledge your request and guide you through verification, pickup (where applicable) and resolution.

6. Your Contract Is With Zokit

Zokit is the seller of record for every order. Replacements and refunds are decided and processed by Zokit; you never need to deal with the supplier the goods came from. Where Zokit issues a refund or accepts a return after a tax invoice has been issued, Zokit issues a corresponding credit note against that invoice. Where a delivery-time inspection cannot reveal a problem, such as a hidden defect, a product that is not genuine, or goods that do not meet a mandatory standard or their description, you may still raise it with us after delivery and Zokit will honour your statutory rights and the manufacturer's warranty. Nothing in this Policy limits your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

7. Changes to This Policy

We may update this Policy from time to time. The revised version will be posted on this page with an updated date.

8. Contact Us

If you have questions about this Refund & Cancellation Policy, please contact us.

• Email: support@zokit.in
• Phone: +91 9110692974
• Website: www.zokit.in