Zenmo Return & Cancellation Policy
At Zenmo, we want you to feel confident when purchasing from us. Every watch is checked before dispatch, and we take genuine product concerns seriously.
If there is an issue with your order, our customer support team will review the situation and work with you to find the most appropriate resolution.
1. Our Return Policy
Zenmo accepts returns in cases where the product is received damaged, defective, incorrect, or otherwise qualifies for a return under applicable law and this policy.
For reasons such as change of mind, personal preference, or simply deciding that the product is not what you expected, a return may not be available.
We encourage you to carefully review the product details, specifications, images, and measurements before placing your order. If you are unsure about anything, our support team will be happy to assist before you purchase.
2. Unboxing Video Requirement
An unboxing video is required to register a complaint regarding damage, missing items, incorrect products, or issues that may have occurred during transit.
The unboxing video should ideally begin before the package is opened and clearly show:
- The condition of the package before opening
- The shipping label
- The opening of the package
- The product and items received inside
This helps us properly verify the condition of the order at the time of delivery and, where necessary, raise a claim with our shipping partner.
Without an unboxing video, Zenmo may not be able to verify or process a complaint related to transit damage, missing items, or an incorrect product.
For other technical or manufacturing-related concerns, our support team may request photographs or videos to properly analyze the issue.
3. Reporting a Product Issue
If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery so that we can investigate the issue promptly.
To register and review your complaint, we may request:
- Your order number
- The required unboxing video
- Clear photographs of the product
- A short video demonstrating the issue
- Photographs of the packaging and shipping label
Providing complete information allows our team to properly analyze the concern and determine the most appropriate resolution.
4. Damaged Products
If your order appears damaged when delivered, please record the condition of the package before opening it.
The unboxing video is required for complaints relating to transit damage. It allows us to review the condition of the package and product from the time of opening.
If the damage is verified, Zenmo will review the case and provide an appropriate resolution based on the circumstances.
5. Incorrect Product
If you receive a product that is different from the product ordered, please contact us within 48 hours of delivery and provide the required unboxing video along with your order details.
After verification, Zenmo will review the issue and provide an appropriate resolution.
Please keep the product, packaging, and accessories until our support team has completed the verification process.
6. Replacement
Where a product is eligible for a resolution, replacement may be offered where appropriate, particularly when the same product is available.
If a replacement is approved, our support team will provide instructions regarding the return or self-shipping of the original product.
Please do not send a product back to us without first contacting our support team and receiving return instructions.
7. Situations Where a Return May Not Be Accepted
A return may not be accepted where the issue is caused by:
- Change of mind or personal preference
- Normal wear and tear
- Accidental or physical damage after delivery
- Scratches or cosmetic damage resulting from use
- Improper handling or misuse
- Unauthorized repair or modification
- Failure to follow product-care or usage instructions
- Damage caused by circumstances outside the product's intended use
- A complaint relating to transit damage, missing items, or an incorrect product where the required unboxing video has not been provided
- A request made outside the applicable reporting or warranty period, where no statutory right applies
This does not affect any rights or remedies available to customers under applicable law.
8. Warranty
All Zenmo watches come with a 6-month machine warranty covering eligible manufacturing-related issues with the watch mechanism.
If you experience a suspected manufacturing defect, the issue must be reported within 48 hours of delivery so that our team can analyze and verify the concern.
To assess a manufacturing defect, our support team may request photographs, videos, or other relevant information about the watch.
The warranty does not generally cover:
- Accidental or physical damage
- Normal wear and tear
- Scratches or cosmetic damage caused by use
- Damage caused by improper handling or misuse
- Unauthorized repairs or modifications
- Damage caused by water or moisture where the product is not designed for such exposure
- Damage resulting from failure to follow product-care or usage instructions
Once the reported issue has been analyzed and verified, Zenmo will provide an appropriate resolution based on the circumstances.
9. Order Cancellation
To ensure clarity, the following cancellation rules apply:
Orders That Have Left Our Warehouse
Once an order has left our warehouse and has been handed over for shipping, it cannot be cancelled.
If the customer no longer wishes to accept the order after dispatch, the shipment may proceed through the normal delivery process.
Personalized Orders
Once an order has been personalized or personalization has been confirmed, it cannot be cancelled, as the product is being prepared specifically according to the customer's instructions.
Prepaid Orders
Prepaid orders are non-cancellable.
Once a prepaid order has been placed, it cannot be cancelled through a cancellation request.
Customers are encouraged to review their order details carefully before completing payment.
10. Personalized Products
Personalized products are prepared specifically according to the information provided by the customer.
Personalization is currently available for prepaid orders and English characters.
Once personalization has been confirmed or processing has begun, the order cannot be cancelled or changed due to a change of mind or an error in the personalization details supplied by the customer.
If Zenmo makes an error during the personalization process, please contact our customer support team with photographs of the product so that we can review the matter and provide an appropriate resolution.
11. Return Shipping
Where a return is approved, our support team will explain the return process and any applicable shipping responsibilities before the product is sent back.
Zenmo currently does not offer doorstep pickup for all returns. Where applicable, customers may be required to self-ship the product using the instructions provided by our support team.
12. How to Request Assistance
If you have an issue with your order, please contact Zenmo Customer Support with:
Order Number + Description of the Issue + Required Photos/Video
For complaints concerning transit damage, missing items, or an incorrect product, the unboxing video is required to register the complaint.
Our team will review the concern and guide you through the next steps.
Please do not ship any product to Zenmo without receiving return instructions from our support team.
13. Important Note
Nothing in this policy is intended to limit or exclude any rights or remedies available to consumers under applicable Indian law.
Where a consumer is legally entitled to a remedy, Zenmo will honour the applicable rights and requirements.
Our Promise
We believe every customer concern deserves to be heard and properly reviewed.
If something genuinely goes wrong with your Zenmo order, our goal is to understand the issue, analyze it fairly, and provide an appropriate and practical resolution based on the circumstances.
Thank you for choosing Zenmo.
