Return, Exchange or Cancellations
Return, Exchange or Cancellations
Following Return, Exchange or Cancellation Policy will be applicable between the Visitior and "Zone Firewall"
How do I cancel my order?
You can cancel your COD/CCD or Pre-paid order any time prior to its shipment.
- If you wish to cancel an order, please contact our Customer Support team and let us know the reason for it.
- Our Subject Matter Experts will review the reason for your cancellation request and try to resolve the objective if possible.
- If you still do not wish to continue with your order, we’ll cancel it without any further delay.
- Once the order is cancelled, a confirmation email will be sent to your registered email ID.
How long will it take to process a cancellation request?
Once we receive a cancellation request, it will take maximum 48 hours to cancel the order. You will be notified of the same.
In case your order has been "Shipped", we may take your cancellation request; however, we shall be able to process refund once we receive the cancelled items back from the courier.
If you opt for store credit as a refund, it will take 1-2 working days. You can use the amount for future purchases with us.
However, if you opt for having the money transferred back to the source of transaction, while we process the refund immediately and notify your bank, it usually takes up to 7-10 business days for your bank to process the refund and the same to reflect in your account. Please get in touch with the banks directly in case of any delays post confirmation of cancellation/refund by us.
Why did Zone Firewall cancel my order?
Your order can be cancelled due to any of the below reasons:
- Technical issues related to pricing information.
- Non-availability of the product(s).
- Payment problem identified by Fraud Detection Department.
Note: We may put additional checks and verifications or seek more information before accepting any order. We will contact you if all or a part of your order is cancelled or if additional information is required to accept your order.
Can I add items and combine orders after I have placed an order?
We currently do not allow the facility of adding or combining orders once they have been placed. In case of COD orders that have not been shipped, you may cancel the order and place another one.
How will I know that my order is cancelled?
You shall receive an automated e-mail once the order is cancelled. You can also check the Cancellation status by calling on our Customer Helpline number. Usually, it takes upto 48 hours to process cancellation.
I want to return a faulty/damaged product, how do I proceed?
Please follow the below mentioned steps :
- Click clear images of the product showing damages.
- Email us the images.
- Explain the exact detail of the damage/defect and the status of the package that you received.
- The complaint and the images should be sent to us within 48 hours of the delivery. Failing to do so, we will not be able to serve the claim for you.
- If necessary, we will arrange a pickup of the product through our logistic partner. If we are unable to do so, we will request you to send the product back to us.
- Once the product reaches us, our Quality Analysts will evaluate your returned product to ensure adherence to our Returns Guidelines.
What are Zone Firewall Returns Guideline?
- Zone Firewall Return Policy is implied only where the product have defect or damage. We do not accept returns in case of wrong selection made by customer.
- Customers may be asked to send the product back, in case the reverse pick up cannot be honoured due to operational restrictions. Return shipping charges will be reimbursed in the form of Zone Firewall store credit.
- Zone Firewall Replacement policy is applicable only on the products "sold by Zone Firewall" and not from any other Merchant / Seller or Marketplace. In that case, Seller Specific Return Policy will be followed.
- Zone Firewall is not responsible for any in-transit damages, while product has been shipped by the customer. Customer is solely responsible for the damage claim from courier company.
- No Cancellation or Return on wrong selection post delivery. All customers are requested to check specifications/configuration requirements in case of electronic products.
- Zone Firewall Return Policy is implied only where the product has defect or damage. Cases where the wrong selection was made by the customer, will be considered discretionary returns and may attract Cancellation/Restocking charges.
- Cancellation of order post procurement/prior to delivery may attract up to 20% restocking charges.
- In case of wrong selection of product by the customer, the return request may not be considered post delivery of the product.
When are returns not possible?
There are certain scenarios where it is difficult for us to support returns, which are:
- If the return request is made outside the specified time frame.
- Items that are returned without original packaging, freebies or accessories.
- If the product is damaged because of use or the product is not in the same condition in which you had received it.
- Defective products which are covered under the manufacturer’s warranty.
- Any item which has been installed or used.
- Products that may/have been tampered or products with missing serial numbers.
How will I get a refund for the order I cancelled or returned?
- Once the resolution is set for refund, we will soon move ahead with the refund.
- Refund will be done by the same method we received the payment in. In exceptions, we may ask you for the account details.
- You can opt for store credit as well and use the amount for future purchases with us.
I've still not received the refund in my bank account. Why?
If you have received a mail from us confirming your refund request, then rest assured that we have initiated your refund request and are following up with financial organisations for the same.
Sometimes financial organizations take a longer time to process the refund request. However, if the refund hasn't happened by the date we promised, you can contact us. We will gladly help you.
Can I ask for Bank Transfer refund if I paid through Credit Card/Debit Card/Netbanking?
We are sorry. In case you paid via credit card/debit card/netbanking, the amount will be refunded in the same account as you had made payment from. However, you can opt for this, if you made the payment through COD (Cash on Delivery).
Last Updated on: 05th Jan 2019