Discover Zepto’s return policy for groceries. Learn about return conditions, time limits, refund options, and how to handle damaged or incorrect deliveries.
📌 Table of Contents
- Overview of Zepto’s Return Policy
- Items Eligible for Return
- Time Frame for Returns
- Step-by-Step Return Process
- Example Scenarios
- Refund Methods
- Contacting Support
🔄1. Overview of Zepto’s Return Policy
Zepto aims to deliver groceries within 10 minutes, but in rare cases, items may arrive damaged, expired, or incorrect. Zepto provides a convenient return and refund policy to handle such cases smoothly.
| Criteria | Policy Summary |
|---|---|
| Applicable Items | Grocery, packaged food, household goods |
| Return Method | App-based via support chat |
| Pickup Availability | Only for damaged or incorrect items |
| Time Window | Return must be initiated within 24 hours |
| Refund Options | Zepto Wallet / Bank Refund (based on payment mode) |
✅2. Items Eligible for Return
Only certain categories are eligible for return or refund:
| Eligible For Return | Not Eligible for Return |
|---|---|
| Damaged/Faulty Packaged Goods | Fresh produce (unless visibly spoiled) |
| Expired Items on Delivery | Opened/Used products |
| Incorrect Items Delivered | Perishables after 24 hours |
| Missing Items in Order | Items consumed or partially used |
📝 Note: Items like fruits and vegetables are typically not returnable unless there’s immediate evidence of spoilage.
⏱️3. Time Frame for Initiating a Return
You must initiate a return within 24 hours of delivery through the app.
| Time Since Delivery | Action |
|---|---|
| 0–24 Hours | Eligible for return or refund request |
| 24+ Hours | Return/refund not applicable |
🛠️4. Step-by-Step Return Process
Here’s how to initiate a return on Zepto:
Step 1: Open the Zepto App
Log in and go to the “My Orders” section.
Step 2: Select Your Order
Choose the order with the issue.
Step 3: Tap “Need Help”
Use the Help/Support option at the bottom of the screen.
Step 4: Describe the Issue
Select “Wrong item,” “Damaged item,” or “Item not delivered” and upload photos if required.
Step 5: Confirm and Submit
Your request will be reviewed. If approved, a refund is issued automatically or a pickup is scheduled (in some cases).
🎯5. Example Scenarios
Let’s break down common return situations:
| Scenario | Outcome |
|---|---|
| Milk packet leaking on arrival | Upload photo → Full refund to wallet within 1 hour |
| Wrong brand of rice delivered | Raise issue → Pickup scheduled → Correct item sent |
| Bananas overripe or bruised | Raise issue with photo → Refund possible (case-by-case) |
| Forgot to report missing tea box after 1 day | No refund (outside 24-hour window) |
💵6. Refund Methods
Refunds are issued via:
| Payment Mode | Refund Method | Time Frame |
|---|---|---|
| UPI / Wallet | Zepto Wallet credit | Within 2 hours |
| Credit/Debit Card | Bank account refund | 3–5 business days |
| Cash on Delivery | Zepto Wallet credit | Immediate upon approval |
📞7. Contacting Zepto Support
If the app does not resolve your concern:
- Use Live Chat on the app (available 7 AM to midnight)
- Email: support@zeptonow.com
- Twitter: @ZeptoNow
For urgent cases like expired or spoiled food, contacting support immediately improves the chance of refund or exchange.
🧠 Final Tips
- 📸 Always take a photo of the damaged or wrong item
- ⏱ Act quickly — initiate return within 24 hours
- 🧾 Keep a screenshot of the original order and support chat
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