Buyer Protection Policy

About Zoop

Zoop is a marketplace where you can purchase unique products directly from sellers all around India. Whether you are looking for items made, designed, and hand-picked by sellers, or items that spark your own creativity, we want you to have a wholesome experience shopping on Zoop. Please read on to find out more about your rights, as well as what is expected of you, as a buyer.

How to Get Help with an Order

If you have any issues with your order, you can submit a request by mailing us at help@zooplive.com. We’re committed to ensuring a trustworthy buying experience for everyone. So in those rare circumstances where you have an issue with your order, we’ve got your back. However, considering the nature of listings from our sellers, we won't be able to offer exchange, returns or refund unless your issue is covered by our policy.

When Buyers are Eligible for Exchange/Return/Refund

You may be entitled to a refund if you report the issue within the timelines specified below, and your request isn't excluded under the "When Buyers are Ineligible for a Refund" section. You can request a refund if:

• The incorrect item/items were delivered to you.
• An item from your package is missing.
• The item was listed as authentic but turned out to be counterfeit.
• The item was damaged during transit.
• The item was clearly sent with defects that were not declared by the seller.
• The item was not dispatched by the seller within a reasonable timeframe.

Please ensure that you record a video of parcel unboxing in order to be eligible for return, exchange, and return requests. In some cases, Zoop may require you to return the item in the same condition it was received before issuing a refund.

When Buyers are Ineligible for a Refund

There are certain situations where refunds are not provided, even if the request seems to fit the criteria above. These include:

• Consumable Products: Items that have been consumed or opened.
• Refusing Delivery: Refusing to accept your purchase does not qualify for a refund.
• Chargebacks: Orders disputed with your bank are not eligible for refunds.
• Fraudulent Activity: Refunds may be refused if there’s evidence of policy abuse.
• Incorrect Item Returned: If you return the wrong item, you won’t be refunded.
• Off-Platform Transactions: Transactions made outside of Zoop are not eligible for refunds.
• Non-availability of unboxing video: You will not be eligible for return, exchange, and return requests in case you do not have a video of parcel unboxing.

Exchange/Return/Refund Request Time Frame

Exchange/Return/Refund requests must be submitted within 3 days of delivery. All sales are final after 3 days of delivery.

FAQ for Buyers

Getting Support: Submit a request directly through the app or email us at help@zooplive.com.
Returning Items: Zoop may ask you to return the item in its original condition before issuing a refund.
Refund Processing: Refunds will be processed within 5 business days after approval.

Messages

You can use Zoop’s messages tool to communicate directly with sellers. Messages are a great way to ask sellers any questions you have about an item or an order. However, messages may not be used for:

• Sending unsolicited advertising or promotions;
• Harassing or abusing another member;
• Contacting someone after they have explicitly asked you not to;
• Exchanging personal contact, financial or other information for off-platform transactions.

Understanding Zoop’s Limitations as a Marketplace Service Provider

Zoop provides a marketplace for buyers to discover and purchase from sellers. It is important to note that Zoop is not a part of that transaction. By shopping on Zoop, you understand that:

• You are not buying directly from Zoop, but from one of the many sellers on Zoop;
• We do not pre-screen items sold on Zoop and therefore do not guarantee or endorse any items;
• Each seller has their own processing times, but we have platform-wide policies;
• You have the opportunity to flag an item or a shop that violates any of Zoop’s policies.

For Any Queries or Grievances

Grievance Officer: Raghav Dalela (Director)
Contact: help@zooplive.com