Cancellation and Refund Policy

Last updated on October 17th, 2026

Domestic Refund & Exchange Policy

ZWENDE TECHNOLOGIES PRIVATE LIMITED believes in helping its customers as far as possible, and has therefore a liberal cancellation policy. Under this policy:

• Cancellations will be considered only if the request is made immediately after placing the order. However, the cancellation request may not be entertained if the orders have been communicated to the vendors/merchants and they have initiated the process of shipping them.

• ZWENDE TECHNOLOGIES PRIVATE LIMITED does not accept cancellation requests for perishable items like flowers, eatables etc. However, a return / refund / replacement request can be made if the customer establishes that the quality of the product delivered is not good. This return / refund / replacement request must be placed within 30 days of receiving the order. 

• In case of receipt of damaged or defective items please report the same to our Customer Service team. The request will, however, be entertained once the merchant has checked and determined the same at his own end. This should be reported within 30 days of receipt of the products.

• In case you feel that the product received is not as shown on the site or as per your expectations, you must bring it to the notice of our customer service within 30 days of receiving the product. The Customer Service Team after looking into your complaint will take an appropriate decision.

• In case of complaints regarding products that come with a warranty from manufacturers, please refer the issue to them.

• In case of any Return / Refunds / Replacement approved by ZWENDE TECHNOLOGIES PRIVATE LIMITED, it’ll take up to 7 working days for the refund to be initiated to the end customer. It may take 3-5 additional working days to credited in the customer's account / card / original mode of payment. It will take up to 12 working days to be credited to the customers original mode of payment.

• All the returns and exchanges will be processed in 7 days. 

International Refund & Exchange Policy

This Refund & Exchange Policy ("Policy") applies to all orders placed on zwende.com, including domestic orders within India and International Orders shipped to the United States, United Kingdom, Australia, Singapore, the United Arab Emirates, and any other country Zwende ships to from time to time. This Policy should be read together with Zwende's Shipping Policy, which governs dispatch, delivery timelines, transit risk, and order cancellation.

This Policy is formulated in compliance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 of India, and reflects generally accepted international e-commerce practices for cross-border retail. Nothing in this Policy limits any mandatory consumer right that applies to a Customer under the law of their own country of residence — see Clause 5(c) of the Shipping Policy (International Orders).

1. Definitions — 

a)  "Company" or "Zwende" means the entity operating the website zwende.com, engaged in the sale of handmade home décor and handicraft products.

b)  "Customer" means any individual who places an order for Products through the Zwende website.

c)  "Product" means any handmade home décor or handicraft item listed for sale on zwende.com, including but not limited to Toran, Wall Hangings, Rangoli, Fairy Lights, Lamps, Table Runners, Koodai, Centerpieces / Floral Showpieces, Tealight Holders, Urlis, Diyas, and Candles.

d)  "Personalized Product" means a Product made or customized to a Customer's individual specification (e.g., custom text, name, colour combination made to order, or bespoke dimensions), as identified on the product page at the time of purchase.

e)  "International Order" means any order placed for delivery to a location outside India.

f)  "Return" shall mean the process through which a Customer sends back an eligible Product to the Company in accordance with the terms of this Policy for the purpose of obtaining an exchange or refund, subject to verification and approval by the Company.

g)  "Exchange" shall mean the process through which a Customer returns an eligible Product and receives a replacement of the same Product in a different size or another available Product of equivalent value, subject to availability, inspection, and eligibility under this Policy.

h)  "Refund" shall mean the reimbursement of the purchase price of an eligible returned Product to the Customer through the original mode of payment used at the time of purchase or through any other legally permissible mode determined by the Company in accordance with this Policy.

2. Purpose — This Policy sets out when a Product may be returned, exchanged, or refunded, the applicable timelines, and the responsibilities of Zwende and the Customer in each case. It is designed to be fair to the Customer while accounting for the realities of shipping fragile, handmade goods across borders.

3. Processing Timeline — All orders are processed within 2–5 business days of successful payment verification except for handmade products. "Processing" includes quality inspection, packing, and handover to the courier, and is separate from shipping/delivery time (Refer Shipping Policy).

Where processing is expected to be delayed beyond the standard window, the Customer will be notified at the earliest reasonable opportunity. This Clause applies only to processing delays prior to Dispatch and does not extend to delays occurring after handover to the Logistics Partner, which are addressed in the Shipping Policy

4. Eligibility for Return / Exchange —

(a) Customers may request a return or exchange for Eligible Products, subject to the terms of this Policy. The Company reserves the right to inspect returned Products and to accept or reject a request based on the condition of the returned Product and compliance with the procedures and timelines set out in this Policy.

(b)  A Product is eligible for return, exchange, or refund only where the following conditions are met:

(c) Any Product that does not meet the above conditions shall be deemed ineligible, and the request may be rejected. The Product may in that case be returned to the Customer at the Customer's risk and cost, and the Company shall not be liable for loss or damage occurring during return transit arranged by the Customer.

5. Products Not Eligible for Return / Exchange — The following categories are not eligible for return, exchange, or refund, except where the Product itself is defective, damaged, or incorrect on delivery:

• Personalized Products — made or customized to the Customer's specification, and therefore cannot be resold.

• Candles, Diyas, and Tealight Holders once lit, used, or removed from sealed/shrink-wrapped packaging, for hygiene and safety reasons.

• Floral or dried-botanical Centerpieces / Showpieces, once unpacked, owing to their perishable nature.

• Products marked "Final Sale" or purchased during a clearance/promotional sale.

• Products damaged due to the Customer's misuse after delivery (e.g., water exposure, incorrect handling of electrical items such as Fairy Lights).

• Products returned without original tags, packaging, invoice, or any complimentary items delivered with the Order

• Requests raised after the timeframe specified in Clause 6, Step 1, or where the Customer fails to dispatch the Product within the timeline communicated after approval

Minor variation in colour, texture, size, weave, or finish between the photographed and delivered Product is a natural characteristic of handmade goods — made using traditional techniques and natural or hand-processed materials — and is not treated as a defect or grounds for return.

Habitual or Abusive Return Behaviour: Where the Company reasonably determines that a Customer is engaging in excessive or abusive return or exchange practices — including repeated size- or preference-based exchanges, frequent cancellations, repeated refusal of delivery, or misuse of the return or exchange facility — the Company may, acting in good faith and consistent with applicable consumer-protection law, impose proportionate restrictions, including temporary or permanent limitation of return/exchange eligibility, disabling of cash-on-delivery where offered, or suspension of the Customer's account

6. Process for Return / Exchange — 

 

7. Refunds — 

a)  Where a Product is defective, damaged, or incorrect: refund of the full product price and original shipping charge, to the original payment method (or store credit), or replacement at the Customer's choice, subject to stock availability. Return shipping is paid by Zwende.

b)  All refunds are initiated within 7 business days of approval/inspection, and typically reflect in the Customer's account within 7–10 business days thereafter, depending on the bank or payment provider.

c)  Zwende may, at its discretion and where permitted by law, offer a gift card or store credit in place of a monetary refund for goodwill resolutions; this shall not be imposed on a Customer entitled to a monetary refund for a defective, damaged, or incorrect Product.

d) Inventory Unavailability: Where an approved exchange Product becomes unavailable due to stock constraints, Zwende will notify the Customer and offer either (i) an alternate Product of equivalent value, subject to availability, or (ii) a refund in accordance with this Clause 7. The Company shall not be liable for indirect loss or inconvenience arising from such unavailability

8. Gift Card and Store Credit Policy

(a) Where Zwende issues a gift card or store credit under Clause 7(c), or for a promotional or goodwill resolution, such issuance is at the Company's discretion and is not a mandatory refund mechanism except where expressly provided under this Policy or required by applicable law.

(b) Issuance: Upon approval, Zwende will issue a digital gift card or store credit of the value determined in accordance with this Policy, delivered to the Customer's registered e-mail address or Zwende account, redeemable only on zwende.com.

(c) Validity and Use: Unless otherwise specified at issuance, a gift card or store credit remains valid for ninety (90) calendar days from the date of issuance and must be applied at checkout. Where the purchase value exceeds the credit, the Customer pays the balance through an available payment method; where it is less, the remaining balance may be used for subsequent purchases within the validity period.

(d) Gift cards and store credit are not redeemable for cash or bank transfer, and are non-transferable and non-resalable, unless expressly permitted by the Company.

(e) The Company shall not be liable for loss arising from an expired, deleted, misused, or unauthorized use of a gift card or store credit not attributable to the Company. Customers are responsible for safeguarding their gift card or store credit details.

9. Obligations of the Customer

(a) The Customer shall ensure that any Product returned to Zwende is unused, unwashed, and unworn/unlit as applicable, free from stains, damage, alteration, or visible sign of use, and accompanied by all original tags, labels, accessories, and manufacturer packaging, returned in secure, tamper-resistant packaging to avoid damage in transit.

(b) Zwende reserves the right to reject a return or exchange request where the returned Product fails to meet the above conditions. In such cases, the Product may be returned to the Customer at the Customer's risk and cost, and no refund or exchange shall be issued.

(c) To substantiate claims of damage, defect, or incorrect delivery, Zwende may request an unboxing video clearly showing the sealed package being opened, with the Product, invoice, and tags identifiable. Failure to provide requested evidence may result in rejection of the claim.

(d) Shipping charges paid at the time of purchase are generally non-refundable, as such charges relate to third-party logistics services, except where the return arises from a defective, damaged, or incorrect Product, in which case Zwende will reimburse or waive such charges in accordance with Clause 7(a).

(e) Where return shipping is arranged independently by the Customer, the Customer shall use a reliable courier and package the Product appropriately to prevent loss or damage in transit; Zwende shall not be responsible for loss or damage occurring during such Customer-arranged transit.

10. Refund and Exchange Limitations

(a) Refunds or exchanges are processed only in accordance with the eligibility criteria and procedure set out in this Policy. Where a return is approved and the returned Product passes inspection, Zwende will process either an exchange, subject to availability, or a refund to the original payment method, in accordance with Clause 7.

(b) Zwende expressly reserves the right to deny a return or exchange request where the returned Product: (i) fails to meet the eligibility criteria under Clause 4 or falls within Clause 5; (ii) is found used, washed, stained, altered, or damaged; (iii) is returned without original tags, packaging, accessories, or proof of purchase; or (iv) is received after the prescribed timelines. In such cases, no refund or exchange shall be issued, and the Product may be returned to the Customer at the Customer's risk and cost.

(c) Zwende will endeavour to complete quality inspection within three (3) business days of receipt and to process the applicable refund or exchange within a reasonable time thereafter, consistent with the timely-resolution requirement of Rule 5(4) of the Consumer Protection (E-Commerce) Rules, 2020.

11. International Orders

(a) This Clause sets out additional terms applicable to International Orders. While Zwende aims to provide a consistent experience across markets, International Orders may be subject to additional conditions arising from cross-border shipping, customs processes, and local consumer-protection law.

(b) Return and Exchange for International Orders: International Orders may be returned or exchanged on the same grounds as domestic Orders under Clause 4 — including where the Product is defective, damaged in transit, materially different from its description, or the wrong item — subject to the Customer notifying Zwende within the timeframe in Clause 4 and providing supporting evidence. Zwende does not, as a blanket rule, deny all returns on International Orders; eligibility is assessed under Clause 4 and Clause 5 as it would be for a domestic Order.

(c) Return Shipping for International Orders: Where an International Order is returned for a reason attributable to Zwende (Clause 7(a)), Zwende bears the cost of return shipping, consistent with Clause 9 of the Shipping Policy. Where the Customer arranges return shipping independently for any other reason, Zwende shall not be responsible for loss, damage, delay, or additional cost arising during that return shipment.

(d) To the extent a Customer's country of residence confers a mandatory statutory right relating to returns, cancellations, or refunds that cannot be contractually limited or excluded, this Policy shall be interpreted and applied consistently with such mandatory right, in line with Clause 5(c) of the Shipping Policy.

(e) Zwende reserves the right to modify, restrict, or suspend the availability of International Orders to specific countries or regions, based on logistical feasibility, regulatory considerations, or fraud-prevention measures

12. Force Majeure — Zwende shall not be liable for any delay or failure in processing a return, exchange, or refund arising from events beyond its reasonable control, including natural calamities, strikes, courier disruptions, or government action.

13. Governing Law & Jurisdiction — This Policy is governed by the laws of India. Disputes shall be subject to the jurisdiction of the courts at Bangalore, Karnataka, India, without prejudice to any right a Customer may separately have to bring a claim before a consumer forum or court in their own country of residence under applicable mandatory law.

14. Amendments — Zwende may update this Policy from time to time; changes take effect upon posting to the website. Continued use of the website after such changes constitutes acceptance of the revised Policy.