Refund policy

Last updated: 26 September 2026

At Zebra Home we want you to receive exactly what you ordered. Because we deliver across India, including Cash on Delivery orders, a refund or replacement can only be approved when there is clear video proof of the problem. Please read this policy carefully before placing an order. By placing an order you agree to these terms.

1. Complete unboxing video is mandatory

  • Record one continuous, uncut video of the unboxing, starting before the parcel is opened.
  • The video must clearly show the sealed parcel from all sides, the shipping label with the order number, the opening of the parcel and every item inside.
  • The video must not be paused, cut, edited or joined from multiple clips.
  • Keep the video safe until your issue is resolved.

2. Electrical and electronic products must be tested in the same video

For any electrical, electronic, battery-operated or rechargeable product, you must switch it on and test it immediately after unboxing, in the same uncut video. If the product is not tested in the unboxing video, a later complaint that it is not working will not be accepted and no refund or replacement will be given.

3. What we cover

With a valid unboxing video, we will offer a replacement or refund if the product:

  • arrived physically damaged or broken;
  • is defective or not working (electrical items tested in the video);
  • is different from the product you ordered; or
  • has missing items or parts.

4. When a refund or replacement is not possible

  • No complete, uncut unboxing video is provided.
  • An electrical or electronic product was not tested in the unboxing video.
  • The complaint is raised after the time limit in section 5.
  • The product has been used, damaged after delivery, washed, altered, or is returned without its original packaging, tags or accessories.
  • Change of mind, or the product was ordered by mistake.
  • Minor differences in colour or size compared with product photos.

5. How to raise a request (by email only)

All complaints must be sent by email within 7 days of delivery. Requests made only by phone, WhatsApp or social media are not treated as a complaint. Please email the following to the support email address shown on our Contact Us page:

  • Order number, and the full name and phone number used on the order
  • The complete, uncut unboxing video (attach it or share a download link)
  • Clear photos of the product, the damage or defect, and the shipping label
  • A short description of the problem

6. Review and resolution

We review every request within 2–3 working days and reply by email. If approved, we will send a replacement, or issue a refund if a replacement is not available. If we need the product back, we will arrange a pickup where available or send you return instructions by email. Please do not send a product back without our written approval.

7. Refund timelines

  • Prepaid orders: refunded to the original payment method within 5–7 working days after approval.
  • Cash on Delivery orders: refunded by bank transfer or UPI to the account details you share with us by email, within 5–7 working days after approval.

8. Order cancellation

You can cancel an order by email before it is shipped. Once an order has been shipped, it cannot be cancelled.

9. Contact

Zebra Home
Email and phone: see our Contact Us page