How Our Policies Work Together

At Zuame, we do not believe in a single blanket return policy that applies to every situation in the same way. Different situations deserve different responses — and we have written a separate, detailed policy for each one.

This Refund Policy is the master document. It tells you which policy applies to your situation, what to expect, and how to reach us. The linked policies below contain the complete terms for each scenario.

Which Policy Applies to You — At a Glance

Damaged, Defective, or Incorrect Orders

If your order arrived in any of the following conditions, you are entitled to a full refund or a replacement — your choice:

• The product was visibly damaged in transit — broken seal, cracked container, or spilled contents
• The product is defective — unusual texture, odour, or appearance inconsistent with normal product condition
• You received a different product from what you ordered — wrong item, wrong variant, or wrong quantity
• The product is missing from your order entirely

In all of these cases, the responsibility is ours, not yours. No return shipping cost will be charged to you, and we will not ask you to send the damaged product back in most cases.

How to Report a Damaged or Defective Order

Time matters here. Please report within 48 hours of delivery. After this window, we cannot verify the delivery condition and may not be able to process the claim.

1. WhatsApp us at +91 90807 66375 within 48 hours of delivery with the message: "Damaged Order."
2. Share your order reference number and two to three photographs — one of the outer packaging, one of the product, and one clearly showing the damage or defect.
3. We will respond within 24 hours to confirm your claim and advise next steps.
4. Once confirmed, your refund will be initiated within 5–7 business days to the original payment method, or a replacement dispatched within 3 business days — whichever you prefer.

Please do not discard damaged packaging before we respond. In rare cases, we may need it to file a claim with our logistics partner. Once we confirm your claim, you may dispose of it.

Cash on Delivery — Refunds and Non-Deliveries

Because COD payments are made at the door rather than online, the refund process for COD orders differs slightly. Here is exactly how it works.

If Your COD Order Was Not Delivered

If you were unavailable at delivery and the order was returned to us, or if the delivery was unsuccessful for any logistical reason, your COD amount will not be charged — no payment changes hands until you accept the order at the door.

If you wish to re-attempt delivery, WhatsApp us at +91 90807 66375 with your order reference and we will arrange it.

If You Refused a COD Order at the Door

If you refused the order at delivery and your COD amount was collected in error, or if you are due a refund for a damaged COD order, we will process your refund via bank transfer.

Refund Timelines — What to Expect

Once a refund has been approved and initiated by us, the time it takes to appear in your account depends on your payment method:

• Credit or debit card payments: 5–7 business days from initiation
• UPI or net banking: 3–5 business days from initiation
• COD refunds via bank transfer: 7–10 business days from verification
• Store credit: Appears in your Zuame account immediately upon issue

If your refund has not appeared within the stated window, please first check with your bank or payment provider before contacting us — processing delays on their end are outside our control. If the issue persists, WhatsApp us with your order reference and we will investigate.

What Is Not Refundable

In the interest of complete transparency, the following are not covered by this policy or any Zuame policy:

• Products purchased through third-party retailers, resellers, or marketplaces — please approach them directly
• Orders where the reported issue falls outside the stated time windows for each policy
• Products that have been used significantly and are being returned as a wrong purchase — these are redirected to the applicable ritual guarantee: the 60-Day Ritual Guarantee for Swarna Radiance products, or the 30-Day Hair First Signs Guarantee for Hair Restoration products
• Shipping charges on orders where the return reason is buyer preference rather than a defect or error on our part
• Situations where we are unable to verify the order in our system
• Claims where an active medical condition, prescribed treatment, or subsequently diagnosed condition is the likely cause of the concern — these are handled individually under the terms of the relevant guarantee

If you have any questions, reservations, or simply want to understand which product is right for you before you buy — please write to us first. We would rather have that conversation before your purchase than after it. One message to +91 90807 66375 is all it takes.

In all matters relating to refunds, exchanges, store credit, and guarantee claims, the decision of Zuame Wellness Private Limited is final.

The liability of Zuame Wellness Private Limited under this policy and under any guarantee offered in connection with its products is limited, in all circumstances, to the purchase price paid by the customer for the product in question. We are not liable for any indirect, consequential, or incidental losses arising from the use or inability to use our products.

Any dispute arising out of or in connection with this policy, or any guarantee or transaction made under it, shall be subject to the exclusive jurisdiction of the courts of Bengaluru, Karnataka, India.

Return Address

Physical returns are only accepted where explicitly authorised by us in writing — via WhatsApp confirmation — before you dispatch anything. Please do not send products to us without prior confirmation. Unauthorised returns cannot be processed and will not be acknowledged.

Once we have confirmed your return is authorised, please send your parcel to:

Zuame Wellness Private Limited
1st Floor, 410, 8th Cross, Indira Nagar
Opp to Manjunath Nagar Kaade Hospital, Rajajinagar
Bengaluru, Karnataka — 560010
India
Contact: +91 90807 66375

Please mark the outside of your parcel clearly with your order reference number. We recommend using a trackable courier service — Zuame is not responsible for parcels lost in transit.

Note: The return address above is for authorised physical returns only — unopened wrong-ritual exchanges that we have confirmed in writing. It is not a walk-in or drop-off location and is not staffed for in-person visits.

Reach Us

All refund, exchange, and guarantee queries are handled personally by our team. The fastest way to reach us is WhatsApp — we respond within 24 hours on business days.

• WhatsApp: +91 90807 66375
• Website: www.zuamewellness.com

Message heading: Use the relevant keyword — "Ritual Guarantee", "Hair First Signs Guarantee", "Wrong Ritual", "Damaged Order", or "COD Refund" — so we route your query immediately.