Refund & Cancellation Policy

This policy explains how ZIYA CLOTHING, a partnership firm having its registered office and principal place of business at 239-4,5,6,7, Kandhasamy Nagar, Sathy Road, Saravanampatti, Coimbatore, Tamil Nadu 641035, holding GSTIN 33AAEFZ4869N1ZE (trading as Ziya Clothing) handles cancellations and refunds on website orders. It sits alongside our Returns & Exchange policy, which sets out our final-sale terms in full.

Cancellations by you: you may cancel a website order at any time before it is dispatched, free of charge and for any reason — including simply changing your mind. Call or WhatsApp our store number, or email us — all are listed below — quoting your order number, and we will confirm the cancellation and refund the full amount you paid, including any delivery charge. We normally dispatch within 2–4 business days of confirming an order, so in practice that is the window in which a cancellation reaches us in time.

Once an order has been handed to the courier it can no longer be cancelled, amended, or redirected — but you are not stuck with it. You may refuse the parcel at your door when it is delivered. A refused parcel is returned to us by the courier, and once it reaches us and we have checked it, we refund what you paid for the goods; the delivery charge on a refused parcel is not refunded.

Cancellations by us: we may cancel an order ourselves if the item turns out to be unavailable, if there is an obvious pricing or listing error, or if we suspect misuse. If that happens we will tell you, and the full amount you paid is refunded to your original payment method. You are never charged for an order we could not fulfil.

Returns and exchanges: once delivered, website orders are final sale — we do not accept returns or exchanges for size, fit, colour preference, or change of mind. Our Returns & Exchange policy sets this out in full, together with the one case that is always covered: an item that arrives damaged, defective, or different from what you ordered.

Refund methods and timelines: refunds are made to the original payment method used for the order (UPI, card, or net banking), within 5–7 business days of our approving them. We do not offer cash on delivery, so no website order is refunded in cash. The time for the amount to reflect in your account after that depends on your bank or card issuer.

Failed or duplicate online payments: if money is debited from your account but your order is not confirmed — for example due to a network or gateway error — the amount is normally reversed automatically by the payment gateway within 5–7 business days. If you are charged twice for the same order, the duplicate amount is refunded in full. If a debited amount is not reversed within this period, contact us with your order and payment details and we will trace it with our gateway partner.

Damaged, defective, or wrong item received: this is always covered. We assess the claim from an unboxing video, so please record one continuous, unedited clip that starts with the parcel still sealed and the shipping label readable, shows the seal being cut, and shows the damage or the wrong item as it comes out of the packaging. Raise the claim within 48 hours of delivery by calling or messaging our store number, or by email — both are listed below — and we will arrange a replacement at no cost, or a refund of the amount you paid for the affected item. Delivery charges are not refunded. Where no video exists for a genuine reason, contact us and we will review the claim on the evidence you can provide.

If what arrives is not what was shown on the Platform: tell us within 48 hours of delivery, with your order number and photographs, and our team will look into it and decide what is fair — a replacement, a refund, or an explanation of why we think the item does match. This is separate from a change of mind, and separate from a damaged or defective item. Please note that small differences in colour between a screen and the fabric, and the minor variations found in handcrafted prints and weaves, are characteristics of the garment rather than a mismatch.

Items that cannot be returned: for reasons of hygiene and safety we do not accept returns or exchanges of innerwear or nightwear once the packaging has been opened, except where the item is damaged, defective, or not what you ordered. Where any other item or offer is excluded from return, that is stated on the product page before you pay. Where a product carries a manufacturer's warranty, claims under that warranty are handled by the manufacturer, and we will help you contact them.

Nothing in this policy limits the remedies available to you under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. For any question about a cancellation or refund, contact us using the details below.