Refund policy

Last Updated: July 7, 2026

Thank you for shopping with Zenrola. As an independent brand focusing on limited clothing drops, we enforce strict, transparent policies to keep our logistics smooth and our operations sustainable. By placing an order on our website, you agree to the following terms:

1. Cancellations (Pre-Fulfillment Only)

  • The Window: You can cancel your order directly through your Zenrola customer account panel at any time before the order status updates to "Fulfilled" or "Shipped."

  • Once Dispatched: The exact millisecond a shipping label is generated and your package is handed over to our courier partners, the order cannot be canceled, changed, or intercepted.

  • Prepaid Refunds: If you cancel a prepaid order within the allowed pre-fulfillment window, your payment will be refunded entirely to your original payment method. Please allow 5–7 business days for your bank or payment gateway to credit the amount to your account.

2. Returns & Exchanges (Store Credit Only)

To keep our print-on-demand drops sustainable and avoid massive logistics overhead, Zenrola operates strictly on an Exchange-via-Store-Credit basis. We do not offer cash-back refunds once an item has been successfully fulfilled and delivered.

  • 7-Day Window: Sizing and exchange inquiries must be initiated within 7 days of delivery.

  • Logistics Fee: To offset reverse courier and restocking costs, a nominal exchange handling fee of ₹150 applies to all size exchange requests, which must be cleared before a reverse pickup is scheduled.

  • The Exchange Process: Once your return package is picked up and successfully reaches our processing center, no cash refunds will be issued. Instead, you will be automatically issued a non-expirant Store Credit / Digital Gift Card for the full product value. You can use this credit immediately to buy the correct size or any other garment on our store.

  • Condition Checklist: To be eligible for store credit, your item must be unworn, unwashed, unaltered, and in the exact condition you received it, with all original Zenrola tags and polybags completely intact. Items showing signs of wear, washing, or perfume scents will be rejected and sent back at the customer's expense.

  • How to Request: Email us at hello@zenrola.com with your Order Number and the new size you require.

3. Damaged, Defective, or Wrong Items Shipped

We inspect all apparel thoroughly before shipping, but human errors can happen. If you receive a genuinely defective item, a manufacturing tear, or the wrong design/size due to a production mistake, we will issue a free replacement.

  • Mandatory Unboxing Video Rule: To protect against fraudulent claims, you must provide a clear, unedited, single-take unboxing video. The video must start by showing all sides of the completely sealed outer courier polybag (including the shipping label), followed by the physical opening of the bag, and an immediate, live-on-camera inspection of the item's seams, prints, and fabric.

  • If the video cuts, is edited, or does not show the defect being discovered live during the initial opening sequence, the claim will be automatically rejected under any circumstances.