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Refund policy

Return & Refund Policy

At zetse (zetse.in), operated by Marshal Book Agency, we want every order to arrive right. This policy explains when you can return or replace an item and how refunds work.

1. 24-hour replacement

If an item arrives damaged, defective, incorrect or missing, tell us within 24 hours of delivery and we will replace it free of charge. If a replacement is not available, we will refund you instead.

Examples: torn, misprinted or missing pages; a different edition or title from the one you ordered; pens that do not write; broken or leaking stationery; a short or wrong quantity in a pack.

2. How to request a return or replacement

  1. Message us on WhatsApp at +91 99993 15265 within 24 hours of delivery.
  2. Share your order number, the item(s) affected and clear photos of the issue (and a short video for defective items). We need this proof before we can approve a replacement or refund.
  3. Our team will confirm within working hours (9:00 AM to 9:00 PM) and arrange a pickup or exchange through our rider. You do not need to ship anything yourself.

Please keep the item in the condition you received it, with its original packaging, tags, bill and any free items, until the return is complete.

3. Change-of-mind returns

Unused books and stationery in original, sealed or unmarked condition may be returned within 24 hours of delivery if you change your mind, subject to approval. In this case the delivery charge is not refunded, and a pickup charge equal to the delivery fee for your area may be deducted from the refund.

4. Items that cannot be returned

Unless they arrive damaged, defective or incorrect, we cannot accept returns of:

  • NCERT and other textbooks that have been bound or covered (binding/book-protector charge applied)
  • Books that have been written in, highlighted, folded or otherwise used
  • Second-hand books (sold at a discount in the condition described and pictured)
  • Opened or used stationery such as pens, pencils, refills, colours, paints, glue and art supplies
  • Notebooks or registers that have been written in
  • Items bought on clearance or marked non-returnable on the product page
  • Gift cards and store credit

5. Inspection

Returned items are checked when they reach our store. If an item does not meet the conditions above (for example, it is used or not in the condition it was delivered in), we may decline the return and send the item back to you.

6. Refunds

  • Once your return is approved and the item is collected, we start the refund within 2 working days.
  • Prepaid orders (UPI, card, net banking, wallet) are refunded to the original payment method. Banks usually take 5 to 7 working days to credit it.
  • Cash on Delivery orders are refunded by UPI or bank transfer to details you share with us, or as zetse store credit if you prefer.
  • You can choose instant zetse store credit instead of a refund to your bank, usable on your next order.
  • The delivery charge is refunded only when the return is due to our error (damaged, defective, incorrect or missing items).
  • No refund is given for orders that could not be delivered for reasons on your side, such as an incorrect address or location, your phone being unreachable, no one being available to receive the order, refusal at the door, or building/society entry restrictions.
  • If you asked us to leave the order at your door or hand it to someone else, we cannot refund claims for loss or theft after it was left.

7. Cancellations

  • You can cancel an order for free before it is out for delivery. Message us on WhatsApp as soon as possible, since most orders are dispatched within minutes.
  • Once an order is out for delivery it cannot be cancelled, but you may return eligible items under this policy.
  • If we cancel your order (for example, an item is out of stock or your address is outside our delivery area), we will refund the full amount, including any delivery charge.
  • Repeated refusal of Cash on Delivery orders at the door may lead to Cash on Delivery being turned off for your account.

8. Contact us

For returns, replacements or refund questions, message us on WhatsApp at +91 99993 15265 or email support@zetse.com. Please include your order number.

 

We may update this policy from time to time. The version on this page applies to orders placed from the date it is published.