This Cancellation and Return Policy (“Policy”) outlines the terms and conditions for cancelling orders and returning / replacing products purchased through the Zigly website www.zigly.com (“Website”) and/or mobile application Zigly – For Happy Pets (“App”), collectively referred to as the "Platform". This Policy is an integral part of the Terms of Use and is binding on all Users.
This Policy is designed to help customers understand the cancellation and return / replacement process, applicable charges, and timelines associated with orders placed on the Platform.
Definitions
a) “You”, “User”, or “Customer” refers to any person who has registered on the Platform and/or made a purchase.
b) “We”, “Us”, or “Our” refers to Zigly, a brand of Cosmo First Limited (formerly Cosmo Films Limited).
Terms & Conditions for Cancellation and Return of Order
1. Order Cancellation
1.1 Customer-Initiated Cancellation
a) You may cancel your order before it is dispatched from our fulfilment centre or store.
b) To cancel, log in to your account and visit the “My Orders” section or contact our Customer Support.
c) Once cancelled, a full refund will be processed to your original payment method within 7–10 business days.
1.2 Post-Dispatch Cancellation
a) Orders cannot be cancelled after they are dispatched.
b) You may choose to reject the delivery, in which case the item will be returned and a refund (after deduction of applicable shipping charges, if any) will be processed once the product reaches us.
1.3 Zigly-Initiated Cancellation
a) In rare cases, we may cancel your order due to stock unavailability, payment issues, or other unforeseen circumstances.
b) A full refund will be processed, and you will be notified via email/SMS.
2. Returns and Replacements
2.1 Eligibility for Return
You may request a return or replacement if:
a) You received a damaged, defective, expired, or incorrect product.
b) The product is unused, in its original packaging, and with all tags intact.
c) The request is raised within 48 hours of delivery.
Note: Certain product categories (e.g., perishable items, hygiene products, medicines, customized items) are not eligible for return or replacement unless delivered damaged or defective.
2.2 Return Request Process
To initiate a return
a) Log in to your account → go to “My Orders” → select the relevant order → click on “Return/Replace”, or
b) Contact our Customer Support via phone, WhatsApp, or email (details below).
2.3 Return Pick-Up
a) If eligible, a return pick-up will be scheduled within 2–5 working days.
b) Returned products must be packed securely in the original packaging.
3. Refunds
3.1 Refund Timeline
Once the returned product is received and inspected
a) Refunds are typically processed within 7–10 business days to your original payment method.
b) If paid via Cash on Delivery (COD), refunds will be issued via bank transfer or digital wallet, after you provide valid bank details.
3.2 Deductions
a) In cases of rejected deliveries or non-quality-related returns, applicable shipping or handling charges may be deducted from the refund.
4. Non-Returnable & Non-Cancellable Products
The following categories are not eligible for return, replacement, or cancellation:
a) Pet food, treats, supplements (if opened or used)
b) Personal care & hygiene products (e.g., grooming wipes, diapers, shampoos)
c) Medicines & vet-prescribed items
d) Customized or perishable goods
e) Gift cards or e-vouchers
5. Customer Support
For assistance related to cancellations, returns, or refunds, contact us:
d) Customer Support Hours: 9:30 AM – 6:30 PM (Monday to Sunday, excluding public holidays)
Dispute Resolution
Jurisdiction
All disputes arising under this Cancellation and Return / Replacement Policy shall be subject to the exclusive jurisdiction of the courts in New Delhi, India.
Arbitration
Disputes shall first be attempted to be resolved amicably. Failing such resolution, disputes will be referred to a sole arbitrator under the Arbitration and Conciliation Act, 1996. The arbitration proceedings shall be held in New Delhi, India, and governed by Indian laws.
