Refund policy

At ZygoPlay, we want every customer to have a smooth and fair experience.

Please read the guidelines below carefully before requesting a return, replacement, refund, or cancellation.

1. Returns and Replacements

We accept returns or replacements only in cases of:

  • Manufacturing defects
  • Damage during delivery
  • Incorrect products received
  • Missing items

You must contact us within 48 hours of delivery to report an issue.

Eligibility Requirements

To qualify for a return or replacement, all of the following requirements must be met:

  • The issue must be reported within 48 hours of delivery.
  • A full unboxing video is required, starting from the sealed package and continuing until the product has been completely inspected.
  • Clear photographs showing the issue must be provided.
  • The product must be unused and in its original packaging, except where the nature of the issue prevents this.
  • The product must be in the same condition as received, except for the reported defect or damage.
  • Proof of purchase and the order number must be provided.

Once we receive the required information, our team will review the case and guide you through the next steps.

2. What Is Not Eligible for Return

We do not accept returns or replacements in the following situations:

  • You no longer want the product or have changed your mind.
  • A full unboxing video is not available when required to verify the issue.
  • Damage caused after delivery due to misuse, accidents, improper handling, or normal wear and tear.
  • The original packaging, accessories, or components are missing or significantly damaged.
  • The product has been modified, repaired, or tampered with without our approval.
  • Items are returned without prior approval from ZygoPlay.
  • Gift cards or products specifically marked as non-returnable.

All return requests are subject to review and approval by our team.

3. How to Request a Return or Replacement

To request a return or replacement, contact us at:

Email: connect@zygoplay.com
Customer Support: +91-02269710924

Please include:

  • Order number
  • Product name
  • Description of the issue
  • Clear photographs of the issue
  • Full unboxing video
  • The resolution you are requesting

Once your request has been reviewed and approved, we will provide you with the applicable return or replacement instructions.

Please do not send any product back without receiving prior approval from ZygoPlay.

4. Product Damage or Defects

If your product arrives damaged, defective, different from what you ordered, or with missing items, please contact us within 48 hours of delivery.

Our team may request photographs, videos, packaging images, shipping-label images, or other information required to verify the issue.

Depending on the circumstances and the outcome of our review, we may provide a replacement, repair, refund, or another appropriate resolution.

5. Refunds

Refunds are issued only after the return has been approved and, where applicable, the returned product has been received and inspected.

If your refund is approved, it will be processed to the original payment method within 10 business days.

Payment Gateway and Transaction Fees

Where a payment gateway, payment processor, or other payment service provider has charged ZygoPlay a transaction, processing, convenience, or payment gateway fee that is non-refundable to ZygoPlay, such non-refundable fee may be deducted from the refund amount, to the extent permitted by applicable law.

Any applicable deduction will be communicated to the customer before the refund is processed.

The time required for the refund to appear in your account may vary depending on your bank or payment provider.

If your refund has been approved and 15 business days have passed without the amount being reflected in your account, please contact us at:

connect@zygoplay.com

6. Exchanges

We do not offer direct exchanges for a different product or variant.

If you wish to purchase a different product:

  1. Request a return for the original product, if eligible.
  2. Once the return has been approved and processed, place a new order separately.

7. Order Cancellations

For prepaid and Cash on Delivery orders, cancellation requests may be accepted at our discretion provided the order has not yet been shipped or dispatched.

Once an order has been shipped or dispatched, it cannot be cancelled.

If you wish to cancel your order, please contact ZygoPlay customer support as soon as possible after placing the order.

8. Important Note Regarding Unboxing

Customers are strongly advised to record a complete unboxing video when receiving their order.

The unboxing video should clearly show:

  • The sealed package
  • The shipping label
  • The opening of the package
  • The product and its condition immediately after opening

This helps us verify claims relating to damaged, defective, incorrect, or missing products and allows us to resolve genuine issues more quickly.

9. Contact Us

For questions regarding returns, replacements, refunds, or cancellations, please contact us:

ZygoPlay
Email: connect@zygoplay.com
Customer Support: +91-02269710924
Support Hours: Monday–Saturday | 10:00 AM–7:00 PM

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