This policy covers cancellations, returns and refunds for orders placed on nagizamzam.com. For a step-by-step guide, see Returns & Refunds.
Cancellation
- You can cancel an order free of charge at any time before it is dispatched. Contact us with the order number.
- Once an order is dispatched, it cannot be cancelled. Please accept the parcel and return it under the section below.
- We may cancel an order before dispatch for the reasons given in our Terms & Conditions. If we do, we tell you, and nothing is owed.
Returns
You may return an item within 7 days of delivery if it is unused, unopened and in its original packaging.
These items cannot be returned unless they arrived damaged, faulty or wrong:
- opened attars, oils, powders, soaps and bath products, for hygiene reasons;
- used items: lamps that have been lit, and candles, incense, resin or charcoal that have been burned;
- items with a broken seal or missing packaging;
- gift sets where any one piece has been opened.
Natural variation in shell, seed, wood, stone, hammered brass or hand-finished plating is not a defect.
Damaged, faulty or wrong items
If an item arrives damaged, faulty or different from your order, contact us within 48 hours of delivery. Include your order number and photographs of the parcel and the item. We will replace it or refund the full order value, including delivery, whichever you prefer. If we need the item back, we will arrange or pay for its return.
Return shipping
For damaged, faulty or wrong items, we pay for return shipping. For all other returns, the customer pays for return shipping. Please use a trackable service. We cannot refund an item that does not reach us.
Refunds
| Case | Refund | Timing |
|---|---|---|
| Cancelled before dispatch | Full order value | Within 7 working days of cancellation, if anything was paid |
| Damaged, faulty or wrong | Full order value including delivery, or a replacement | Within 7 working days of our approval |
| Other eligible return | Price of the returned item | Within 7 working days of it reaching us and being checked |
How refunds are paid. Online payments go back to the original payment method. Cash-on-delivery orders are refunded by UPI or bank transfer to an account in the customer’s name. We will never ask for card details, passwords or OTPs to process a refund.
Once we send a refund, your bank may take a few more working days to show it.
How to start
Contact us through the contact page with your order number and the reason for the return. We reply within one working day with the next steps and the return address.
Grievances
If you are not satisfied with how a return or refund was handled, write to our Grievance Officer:
The Grievance OfficerNagi ZamZam Traders
Nagi ZamZam Traders, Nadiad, Gujarat, India
Or write through our contact page, marking the message “Grievance”.