Terms & Conditions

Terms & Conditions

Welcome to Zero Aqua. These Terms & Conditions govern your use of zeroaqua.in and purchases made through our website, WhatsApp, or other authorised Zero Aqua sales channels.

By accessing our website or placing an order, you agree to these Terms. This website is operated by ZERO AQUA.

1. About Zero Aqua

Zero Aqua is a natural ecosystem and aquascaping studio based in Delhi, India. We offer products including glass enclosures, 3D printer models, driftwood, aquascaping stones, substrates, lights, filters, tools, preserved moss, fish food, shrimp food, equipment, and combo kits.

Legal business name: ZERO AQUA
Email: aquazero19@gmail.com
WhatsApp: Use the WhatsApp contact option displayed on our website.

This website is operated by Zero Aqua, the trade name of Piyush Kashyap, having its registered address at MG-1/71, Vikaspuri, New Delhi – 110018, India.

By accessing zeroaqua.in or placing an order through our website, WhatsApp, or other authorised Zero Aqua sales channels, you agree to these Terms & Conditions.

2. Products and product information

We make reasonable efforts to display product descriptions, photographs, prices, and availability accurately.

Natural products, including driftwood, stones, moss, and other natural materials, are unique. Their colour, grain, texture, shape, size, weight, and appearance may vary from photographs and from one piece to another. Product photographs are for illustrative purposes unless expressly stated otherwise.

Measurements, weights, and capacities are approximate unless specified as exact by the manufacturer. Please read the product description carefully before placing an order.

Products are subject to availability. We may limit quantities or discontinue a product at any time.

3. Prices and taxes

All prices are displayed in Indian Rupees (INR).

Prices include applicable taxes unless clearly stated otherwise. Delivery charges, if any, are shown separately at checkout before you place your order. We do not charge a separate packaging fee unless this is clearly disclosed before payment.

If a pricing, description, availability, or technical error occurs, we may correct it. If the correct price differs materially from the displayed price, we will contact you before processing the order or cancel the order and issue a full refund for any amount paid.

4. Placing an order

You may shop as a guest or create an account, where that feature is available.

To place an order, add products to your cart, enter the required delivery details, choose an available shipping and payment method, review the order summary, and complete the order.

Before submitting your order, you can review and correct your cart, quantity, delivery address, and contact information.

By clicking the final order or payment button, you confirm that:

the information you provide is accurate and complete;

you are authorised to use the selected payment method; and

you understand that the order carries an obligation to pay.

An order acknowledgement or automated email only confirms that we have received your order request. A binding contract is formed only when we accept the order and send an order-confirmation or dispatch-confirmation message.

We may decline or cancel an order where a product is unavailable, payment cannot be verified, the delivery location is not serviceable, there is an obvious pricing or technical error, or we reasonably suspect fraud or misuse. If payment has already been received for a cancelled order, we will issue a refund in accordance with our Refund & Return Policy.

5. Payments

We accept prepaid online payments only. Cash on Delivery (COD) is not available.

Available payment methods may include:

UPI, including Google Pay, PhonePe, Paytm, BHIM, and other supported UPI applications;

debit cards and credit cards;

net banking; and

other payment options made available at checkout by Razorpay, PayU, or another authorised payment gateway.

Online payments are processed securely by the payment gateway displayed at checkout. Zero Aqua does not receive or store your card details, UPI PIN, net-banking credentials, or payment authentication information.

Your order will be processed only after successful payment confirmation from the payment gateway. If a transaction fails, remains pending, is reversed, or cannot be verified, we may keep the order on hold or cancel it. Any eligible refund will be processed to the original payment method in accordance with our Refund & Damage Policy.

6. Order Processing, Shipping and Fulfilment

6.1 Order processing

Orders are processed on business days during our working hours. Orders placed after working hours, on Sundays, or on public holidays will ordinarily be processed on the next business day.

We generally process in-stock orders within one business day. Processing, dispatch, and delivery timelines are estimates only and may vary depending on product availability, order volume, courier serviceability, weather, public holidays, and other circumstances beyond our reasonable control.

6.2 Order confirmation and availability

After you place an order, you will receive an automated acknowledgement. This does not mean that the order has been accepted or dispatched.

If a product is unavailable, delayed, incorrectly priced, or cannot be delivered to your location, we will contact you using the details provided with the order. We may offer an alternative, a revised delivery timeline, or cancel the affected item or order and issue an eligible refund.

6.3 Shipping charges

Shipping charges, if applicable, are displayed at checkout before payment.

Shipping charges may vary based on the delivery location, parcel weight, dimensions, and product type. Fragile, oversized, heavy, or specially packed products—including glass enclosures, tanks, cabinets, stones, and hardscape materials—may attract higher shipping charges.

The final shipping charge shown at checkout will apply to your order. We do not charge a separate packaging fee unless it is clearly disclosed before payment.

6.4 Delivery

We ship to serviceable locations within India through third-party courier and logistics partners.

Delivery partners generally attempt delivery on business days and during their normal working hours. Please provide a complete address, correct PIN code, and reachable phone number. If the courier cannot contact you, the address is incorrect, or delivery is repeatedly unsuccessful, the parcel may be returned to us.

Where an order is returned because of an incorrect address, refusal to accept delivery, or repeated unsuccessful delivery attempts, any re-shipping charge may be payable by the customer. If a refund is applicable for a returned order, shipping and return-to-origin charges may be deducted where permitted by law and where the return was caused by the customer.

6.5 Inspection at delivery

Please inspect the outer package at the time of delivery, especially for glass, fragile, or high-value products.

If the package appears torn, crushed, wet, tampered with, leaking, or otherwise visibly damaged:

take photographs or video of the parcel before opening it;

ask the delivery representative to record the damage where possible;

do not discard the outer packaging, labels, invoice, or protective material; and

contact Zero Aqua immediately through WhatsApp or at aquazero19@gmail.com.

This helps us investigate and raise a claim with the courier partner.

7. Damage, Shortage, Wrong Item, Return and Refund Policy

7.1 No return for change of mind

Zero Aqua does not offer returns, exchanges, or refunds for change of mind, incorrect selection by the customer, dislike of a natural product’s shape or colour variation, or compatibility issues with an aquarium setup.

Natural products such as stones and driftwood are unique. Variations in colour, texture, shape, size, and appearance are not defects where the product substantially matches its description.

7.2 Eligible claims

We consider claims for:

a product damaged in transit;

a missing item;

a wrong item received; or

a product that is materially defective or materially different from its description.

For transit damage, shortages, or wrong-item claims, the customer must notify us within 48 hours of delivery.

7.3 Mandatory parcel-unboxing video

For every transit-damage, shortage, or wrong-item claim, a continuous and unedited parcel-unboxing video is mandatory.

The video must clearly show:

the unopened parcel from all sides;

the shipping label and order details;

the condition of the outer packaging before opening;

the parcel being opened continuously without cuts, pauses, or edits;

all items, internal packaging, and protective material received; and

a clear view of the damaged, missing, or incorrect item, where applicable.

Photographs alone, edited videos, videos recorded after the parcel has already been opened, or claims made without an unboxing video may not be sufficient to verify transit damage, shortages, or wrong items.

Please retain the product, all original packaging, shipping label, invoice, and protective material until the claim is resolved. Do not use, install, alter, dispose of, or return the item without our written instructions.

7.4 Claim review and resolution

After receiving the required evidence, we will review the claim and may request additional photographs, videos, product details, or courier documentation.

If a claim is accepted, Zero Aqua may, as appropriate:

replace the damaged, missing, or incorrect item;

send the missing item;

issue a partial refund; or

issue a full refund.

The appropriate remedy will depend on stock availability, the nature of the issue, and applicable law. Refunds, where approved, are generally made to the original payment method.

7.5 Statutory consumer rights

Nothing in this policy limits rights available to a consumer under applicable Indian law. If a product is independently established to be defective, unsafe, or materially different from its description, please contact us promptly at aquazero19@gmail.com with your order details and supporting evidence.

8. Customer Responsibilities for Aquarium Products

Customers are responsible for checking product suitability and compatibility with their aquarium setup, water parameters, livestock, plants, equipment, and intended use.

Before use, natural materials such as stones and driftwood should be cleaned, inspected, and prepared appropriately. Zero Aqua is not responsible for loss or damage arising from improper use, unsuitable aquarium conditions, incorrect installation, or incompatibility with livestock or equipment, except where liability cannot be excluded under applicable law.

9. Acceptable use of the website

You must not:

use the website for unlawful, fraudulent, or unauthorised purposes;

interfere with the website’s security, operation, or payment process;

attempt to gain unauthorised access to our systems or another customer’s account;

submit false, misleading, or incomplete order information; or

copy, reproduce, or commercially use website content without our written permission.

10. Intellectual property

The Zero Aqua name, logo, website content, product photographs, graphics, text, and designs are owned by or licensed to Zero Aqua, unless otherwise stated. They may not be used, copied, or reproduced without our prior written consent.

11. Privacy

Our collection and use of personal data are explained in our Privacy Policy. By using our website or placing an order, you acknowledge that you have read the Privacy Policy.

12. Changes to these Terms

We may update these Terms when required by changes to our business, website, or applicable law. The revised Terms will be posted on this page with an updated date. Terms in force when you place an order will apply to that order, unless a change is required by law.

13. Governing law and disputes

These Terms are governed by the laws of India. Any dispute will be subject to the jurisdiction of the competent courts in Delhi, India, subject to any consumer-rights jurisdiction available under applicable law.

14. Customer support and grievance redressal

For order support, questions, or complaints, contact us at aquazero19@gmail.com or through the WhatsApp option on our website.

Email: aquazero19@gmail.com

We aim to acknowledge consumer grievances within 48 hours and address them within the period required by applicable law.