Refund, Damage & Cancellation Policy

Refund, Damage & Cancellation Policy

This website is operated by Zero Aqua, the trade name of Piyush Kashyap.

Registered Address: MG-1/71, Vikaspuri, New Delhi – 110018, India
Email: aquazero19@gmail.com
Website: zeroaqua.in

This policy applies to purchases made from Zero Aqua through [zeroaqua.in](https://zeroaqua.in), WhatsApp, or other authorised Zero Aqua sales channels.

1. Order cancellation

You may request cancellation of an order before it has been dispatched.

To request cancellation, contact us immediately at aquazero19@gmail.com or through the WhatsApp option on our website, quoting your order number.

Cancellation requests are not automatic. We will confirm whether the order has not yet been packed or dispatched.

Once an order has been handed over to the courier or marked as dispatched, it cannot be cancelled. Returns after dispatch are accepted only for eligible damage, missing-item, wrong-item, or defective-product claims under this policy.

If we approve a cancellation before dispatch, the refund will be issued to the original payment method. Processing time may vary depending on Razorpay, PayU, your bank, card issuer, UPI provider, or other payment method.

2. No return for change of mind

Zero Aqua does not accept returns, exchanges, or refunds for change of mind, incorrect product selection, or aquarium compatibility issues.

Natural products such as driftwood, aquascaping stones, preserved moss, and substrates may vary in shape, colour, texture, size, and appearance. Such natural variation is not considered damage or a defect where the product substantially matches its description.

3. Claims we may accept

We will consider claims for:

- products damaged in transit;
- missing items;
- wrong items received; or
- products that are materially defective or materially different from the product description.

Damage, shortage, or wrong-item claims must be reported within 48 hours of delivery.

4. Mandatory unboxing video

A continuous, clear, and unedited parcel-unboxing video is mandatory for every damage, shortage, or wrong-item claim.

The video must show:

- the unopened parcel from all sides;
- the shipping label and order details;
- the condition of the outer packaging before opening;
- the complete unboxing process without cuts, pauses, or edits;
- all items and protective packaging inside the parcel; and
- the damaged, missing, or incorrect item, where applicable.

Photos alone, edited videos, or videos recorded after the package has already been opened may not be sufficient to verify a claim.

5. What to do if your parcel is damaged

If the outer parcel is torn, crushed, wet, leaking, tampered with, or visibly damaged at delivery:

- take photos or video before opening the parcel;
- ask the courier representative to note the damage where possible;
- record a continuous unboxing video;
- keep the product, outer box, shipping label, invoice, and all original packaging; and
- contact us within 48 hours of delivery.

Do not use, install, alter, dispose of, or return the product without written instructions from Zero Aqua.

6. How to raise a claim

Email us at aquazero19@gmail.com or contact us through the WhatsApp option on our website. Please include:

- your order number;
- your name and registered phone number;
- a brief description of the issue;
- the complete unboxing video;
- clear photographs of the item, parcel, shipping label, and packaging; and
- any courier damage note, if available.

7. Claim review and resolution

After receiving the required information, we will review your claim. We may ask for additional evidence or arrange collection of the item where required.

If a claim is approved, Zero Aqua may offer one of the following remedies, depending on the issue and product availability:

- replacement of the damaged or wrong item;
- dispatch of a missing item;
- partial refund; or
- full refund.

Do not send any item back unless we have specifically authorised the return. Where a return is approved because of verified transit damage, wrong item, or eligible defect, Zero Aqua will provide return instructions.

8. Refund processing

Once a refund is approved, Zero Aqua will initiate it within 5 to 7 business days.

Refunds will ordinarily be issued to the original payment method used for the order. Where mutually agreed with the customer, Zero Aqua may instead issue the refund as store credit.

Actual crediting time after initiation may vary depending on Razorpay, PayU, UPI provider, bank, card issuer, or other payment method.

Shipping charges are refundable only where the entire order is eligible for refund because of a verified issue attributable to Zero Aqua.

9. Your legal rights

Nothing in this policy limits any rights available to consumers under applicable Indian law. If you believe a product is defective, unsafe, or materially different from its listing, contact us promptly with your order details and supporting evidence.

10. Contact us

For cancellation, refund, or damage-related support:

Email: aquazero19@gmail.com
WhatsApp: Use the WhatsApp contact option on our website
Website: zeroaqua.in