Refund policy
Made for you, so no change-of-mind returns
Every ZORTARA piece is made after you order, just for you. That is why we do not accept returns, exchanges or refunds for change of mind, including choosing the wrong size or colour. Please check the size chart (real garment measurements) on each product page before you order.
Damaged, defective or wrong item? We replace it free
If your order arrives damaged, defective, incorrect or clearly different from its description:
- Email hello@zortara.com within 48 hours of delivery with your order number, clear photos and an unedited unboxing video.
- We review it within 2 working days.
- Once approved, we make and ship a replacement of the same item and size at no cost. If a replacement is not possible, we refund the amount you paid.
Please do not send anything back until we ask you to.
Cancellations
You can cancel within 2 hours of placing your order: open the order from your confirmation email (or sign in to your account) and choose Cancel. Cash-on-delivery orders are verified with a one-time SMS code at checkout and go into production after that window. Once production starts, an order cannot be cancelled.
Cash on delivery
Refusing a COD parcel without a valid reason (damage or a wrong item) costs us two-way shipping on a made-to-order piece. We may decline future cash-on-delivery orders for that phone number or address.
Refund payments (when one is due)
Approved refunds are paid within 7 working days to the original payment method, or for COD orders to a bank account or UPI ID you confirm by email. We will never ask for your card PIN, UPI PIN or OTP.
This policy does not limit any rights you have under Indian consumer law.