ZEVRAE CUSTOMER CARE POLICY

Last Updated: July 2026
Version: 1.0

TABLE OF CONTENTS

1. Overview
2. Contact Information
3. Customer Support Hours
4. Response Time Standards
5. Common Customer Issues & Resolution
6. Quality Inspection Standards
7. Escalation & Grievance Redressal
8. Customer Responsibilities
9. Shipping & Delivery
10. Disclaimer & Limitations

OVERVIEW

At ZEVRAE, we are committed to providing exceptional customer service and support throughout your shopping experience. This Customer Care Policy outlines how we handle customer inquiries, resolve issues, manage returns and exchanges, and address grievances in compliance with applicable Indian consumer protection laws and e-commerce regulations.

Our dedicated customer support team works diligently to ensure every customer receives prompt, fair, and professional assistance. We believe in transparent communication, quick resolutions, and customer satisfaction as core values.

CONTACT INFORMATION

Primary Support Channels

Customers can reach our Customer Care Team through the following channels:

Important Notes

• Email: This is the preferred channel for detailed inquiries, complaints, and formal grievances.
• Phone: For urgent issues or verbal communication preference.
• Social Media: For quick inquiries and status updates.
• All customer communications should include your Order Number (if applicable) and registered email address for faster resolution.

CUSTOMER SUPPORT HOURS

Support Availability: 9:00 AM – 9:00 PM (All Days)

Support Hours Details

• Weekdays: 9:00 AM – 9:00 PM IST
• Weekends: 9:00 AM – 9:00 PM IST
• Public Holidays: Support available 9:00 AM – 9:00 PM IST

Note: During peak shopping seasons or promotional events, response times may take slightly longer than usual. We appreciate your patience and understanding.

RESPONSE TIME STANDARDS

ZEVRAE is committed to responding to all customer inquiries within the following timeframes:

Email

• Standard Response Time: 12-24 hours
• Urgent Issues (Payment/Order): Within 24 hours
• Grievance Escalation: Within 48 hours

Instagram (Direct Messages)

• Standard Response Time: Approximately 6 hours
• During Support Hours (9 AM – 9 PM): Faster response expected

Phone & WhatsApp

• Call Response: 6-12 hours maximum
• Message Response: 6-12 hours maximum

Facebook, X, LinkedIn

• Response Time: 6-12 hours maximum

Important Notes

• Response times are calculated from the time your message is received during business hours.
• Messages received outside support hours will be addressed in the next support window.
• During high-volume periods or weekends, responses may take the maximum stated time.
• For critical issues (lost packages, failed payments), priority handling is provided.

COMMON CUSTOMER ISSUES & RESOLUTION

1. ORDER TRACKING QUERIES

What We Provide:

• Customers receive order confirmation emails with order details immediately after purchase.
• Once your order is shipped, a shipping notification email is sent to your registered email address.
• Shipping details include the courier partner information and expected delivery timeframe.

Real-Time Tracking:

• ZEVRAE currently does not provide live real-time package tracking through its website.
• However, shipping updates are provided via email as soon as the order enters the delivery pipeline.

What to Do If Your Order is Delayed:

1. Check your email for the latest shipping status update.
2. Contact our support team at zevareofficial@gmail.com with your Order Number.
3. Our team will coordinate with our logistics partner to provide you with the current status and revised delivery timeline.
4. You will be notified of any significant delays via email.

What to Do If Your Package is Lost:

While the likelihood of a lost package is extremely low due to our trusted logistics partners, in rare cases:

1. Report the issue immediately to our support team with your Order Number.
2. Our Customer Care Team will file a claim with our logistics partner and initiate an investigation.
3. You will be kept updated throughout the investigation process.
4. Depending on the investigation outcome, you may be offered a refund or replacement shipment.
5. Investigation and resolution typically take 7-14 business days.

Resolution Timeline: 3-7 business days for updates; 7-14 days for lost package claims.

2. SIZE & FIT ISSUES

Our Commitment:

We understand that finding the perfect fit is important. ZEVRAE offers a seamless size exchange process to address fit concerns.

Eligibility for Size Exchange:

• Product must be unused with all original tags and labels intact.
• Product must not show signs of wear, washing, or alterations.
• Product must be free from stains, marks, or damage.
• All original accessories, packaging, and complimentary items must be included.
• Request must be made within 3 days of delivery.

Exchange Process:

1. Step 1: Contact our support team at zevareofficial@gmail.com with your Order Number and the desired size.
2. Step 2: Our team will provide you with return shipping instructions.
3. Step 3: Ship the original item to the address provided. Ensure you obtain a tracking number for your return shipment.
4. Step 4: Once your return is received and passes our quality inspection, the replacement size will be dispatched.
5. Step 5: You will receive a shipping confirmation email for your replacement order.

Exchange Charges:

• No exchange fee: ZEVRAE does not charge any exchange fee for size changes.
• Outbound Shipping (replacement): Provided free of charge.
• Return Shipping: Customer is responsible for return shipping costs (unless the error was on ZEVRAE's part).

Important Notes:

• Size exchanges do not extend the original 3-day return window.
• If the new size is out of stock, we will offer either a refund or a replacement item of equivalent value.
• Exchange processing typically takes 5-7 business days after receiving the returned item.

3. PAYMENT-RELATED ISSUES

Common Issues:

• Payment failure during checkout
• Transaction marked as failed despite payment attempt
• Double charging
• Payment gateway errors
• Delayed refunds

Resolution Process:

For Payment Failures:

1. Do not attempt multiple payment transactions, as this may result in multiple debits.
2. Contact our support team immediately at zevareofficial@gmail.com with the error message and transaction reference (if available).
3. Our team will investigate the issue with the payment gateway provider.
4. If the payment was debited but your order was not confirmed, a refund will be processed within 48 hours, subject to payment gateway and banking timelines.

For Double Charging:

1. Report the issue to our support team immediately.
2. Our team will contact the payment gateway to identify the duplicate transaction.
3. A refund for the duplicate charge will be initiated within 48 hours.
4. Refund timelines vary by bank (typically 3-5 business days for credit/debit cards; 1-2 business days for digital wallets).

For Transaction Disputes:

1. Provide complete transaction details (transaction ID, date, amount, payment method).
2. Our support team will coordinate with the payment gateway to verify the transaction status.
3. If a refund is due, it will be processed within 48 hours.

Resolution Timeline: 48 hours for refund processing; 3-5 business days for refund to reflect in your account (depending on your bank).

4. RETURN & REFUND REQUESTS

Eligibility for Returns:

• Product must be unused with all original tags and labels intact.
• Product must be returned within 3 days of delivery.
• Product must not show signs of wear, washing, or damage.
• All original accessories, packaging, and complimentary items must be included.
• Product must match the item originally shipped by ZEVRAE.

Non-Returnable Items:

Certain items may not be eligible for return, including:

• Items purchased during final sale or clearance events (as marked on product page).
• Customized or made-to-order items (unless defective).
• Items that have been worn, washed, or altered.
• Items with original tags removed.

Return Process:

1. Step 1: Initiate a return request at zevareofficial@gmail.com within 3 days of delivery.
2. Step 2: Provide your Order Number, reason for return, and supporting photos/details (if applicable).
3. Step 3: Our team will provide return shipping instructions and address.
4. Step 4: Ship the product to the address provided. Retain your tracking number.
5. Step 5: Once the return is received and passes quality inspection, refund processing is initiated.

Refund Timeline:

• Return Shipping: Customer responsibility (unless the return is due to ZEVRAE error).
• Quality Inspection: 1-2 business days after receipt of return.
• Refund Processing: Within 7 business days after approval.
• Refund to Account: 3-5 business days (depending on payment method and bank).

Important Notes:

• Return shipping costs are the customer's responsibility.
• ZEVRAE will not accept returns with external damage or tampered packaging.
• Refund amount is the original purchase price, excluding shipping charges.
• Items that fail quality inspection will be returned to you at your risk.

Store Credit:

Currently, ZEVRAE does not offer store credit as an alternative to refunds. However, during promotional campaigns or special offers, store credit options may be made available and announced separately.

Refund Method:

Refunds will be credited to the original payment method used during purchase. If the original payment method is no longer available, ZEVRAE will coordinate with you to arrange an alternative refund method.

QUALITY INSPECTION STANDARDS

All products returned for exchange or refund undergo rigorous quality inspection to ensure compliance with ZEVRAE's Return & Exchange Policy.

Inspection Criteria

Returned products must meet ALL of the following standards:

Failed Quality Inspection

If a product fails quality inspection, it will NOT qualify for:

• Refund
• Exchange
• Store credit

Resolution for Failed Inspection:

1. Our team will photograph the specific reason(s) for rejection.
2. A detailed explanation will be emailed to the customer with supporting images.
3. The product will be returned to the customer at customer's risk (return shipping paid by customer).
4. No refund or credit will be issued.

Appeal Process:

If you believe your return was incorrectly rejected, you may appeal within 7 days of the rejection notice by providing additional photographic evidence. Our senior support team will review the appeal.

ESCALATION & GRIEVANCE REDRESSAL

Escalation Procedure

If you are not satisfied with the initial resolution provided by our Customer Support Team, ZEVRAE offers a multi-level escalation process.

Level 1: Senior Review

• Trigger: If your issue is not resolved to your satisfaction or remains unresolved after the initial response.
• Process: Your case is escalated to senior support team members for comprehensive review.
• Handling: Complex or exceptional cases are assessed individually to ensure fair and satisfactory resolution.
• Timeline: Senior review response within 48-72 hours.

Level 2: Grievance Redressal Officer

Important Notice: ZEVRAE is currently in the process of appointing a formal Grievance Redressal Officer in accordance with applicable Indian consumer protection and e-commerce regulations (as per Consumer Protection Act, 2019).

Until the Grievance Redressal Officer is formally appointed:

• Customer grievances will be managed and escalated to senior support team members.
• A dedicated grievance email address will be established and shared with customers.
• All formal grievances will receive documented responses within the stipulated timeframe.

Once appointed, the Grievance Redressal Officer's details (name, designation, email, phone) will be updated on this page and at ZEVRAE's website footer.

Process for Dissatisfied Customers

If you remain dissatisfied with ZEVRAE's resolution and wish to escalate your concern formally:

Step 1: Submit a Formal Grievance

Send an email to zevareofficial@gmail.com with the subject line: "FORMAL GRIEVANCE ESCALATION"

Step 2: Provide Complete Details

Include the following information to help us resolve the matter efficiently:

• Order Number: [Your order ID]
• Registered Name: [Full name on the account]
• Contact Information: [Email & Phone]
• Date of Issue: [When did the problem occur?]
• Issue Description: [Detailed explanation of the problem]
• Previous Communication: [References to prior support tickets or emails]
• Supporting Documentation: [Screenshots, photos, transaction records, email chains]
• Desired Resolution: [What would resolve this issue for you?]

Step 3: Acknowledge Receipt

Our team will send you an acknowledgment email with a Grievance Reference Number within 24 hours of receipt.

Step 4: Investigation & Response

• Our senior team or Grievance Redressal Officer will investigate your complaint.
• You will receive a detailed response within 7-10 business days.
• If additional information is needed, we will contact you to clarify.

Step 5: Resolution

Based on the investigation findings, ZEVRAE will:

• Provide a resolution or compensation as applicable.
• Explain the reasoning behind the decision.
• Provide information on further escalation options if you remain unsatisfied.

Further Escalation Options

If you are not satisfied with ZEVRAE's grievance resolution, you have the right to escalate your complaint to:

1. National Consumer Disputes Redressal Commission (NCDRC)
   • For disputes involving consumer rights under the Consumer Protection Act, 2019.
   • Website: www.ncdrc.gov.in
   • Applicable for disputes exceeding ₹1 crore.
2. State Consumer Disputes Redressal Commission (SCDRC)
   • For disputes between ₹1 lakh to ₹1 crore.
3. District Consumer Disputes Redressal Commission (DCDRC)
   • For disputes below ₹1 lakh.
4. E-Commerce Complaint Grievance Redressal System (CCGRS)
   • As per Information Technology Act, 2000 and e-commerce regulations.

Note: ZEVRAE will fully cooperate with any official complaint filed with consumer protection authorities.

CUSTOMER RESPONSIBILITIES

Your Role in Ensuring Smooth Transactions

To ensure efficient resolution and maintain the integrity of our return and exchange processes, customers are responsible for:

1. Order Placement & Accuracy

• Verify all order details (product, size, color, quantity, delivery address) before checkout.
• Provide a valid and complete delivery address.
• Ensure your contact information (email, phone) is correct.

2. Payment Responsibility

• Ensure sufficient balance or credit limit before payment.
• Do not attempt multiple payment transactions for a single order.
• Report payment issues immediately to our support team.

3. Order Tracking

• Monitor order confirmation and shipping notification emails.
• Acknowledge receipt of the shipment within the promised delivery window.
• Report lost or severely damaged packages immediately.

4. Product Condition Upon Delivery

• Inspect the product immediately upon delivery for damage, defects, or discrepancies.
• Report any damage or wrong items within 24 hours of delivery.
• Do not open or use the product if it arrives damaged (unless it requires inspection).

5. Return & Exchange Compliance

• Ensure returned products meet all quality inspection standards.
• Include all original tags, labels, packaging, and accessories.
• Obtain tracking numbers for return shipments.
• Maintain proof of return delivery.

6. Communication

• Respond to our team's inquiries within 48 hours when possible.
• Provide accurate information and supporting documentation when requested.
• Use official ZEVRAE contact channels for support.

SHIPPING & DELIVERY

Delivery Operations

At present, ZEVRAE manages order deliveries through its own dedicated logistics and delivery team. This allows us to maintain greater control over:

• Order handling and packaging quality
• Delivery coordination and scheduling
• Customer communication and updates
• Overall delivery experience

Estimated Delivery Timeline

• Minimum Shipping Time: 7 days from order confirmation
• Standard Delivery: 7-10 business days
• Peak Season: 7-14 business days (during sales, festivals, or promotional events)

Note: Delivery timelines are estimates and may vary due to unforeseen circumstances such as weather, logistics delays, or high order volume.

Shipping & Logistics Expansion

As ZEVRAE expands, we may collaborate with trusted third-party logistics providers or courier partners to improve:

• Delivery coverage across India and internationally
• Delivery speed and efficiency
• Real-time tracking capabilities

Any changes to shipping operations will be:

• Updated in our Shipping Policy
• Communicated to customers via email and website notifications
• Implemented with advance notice where possible

Shipping Address Policy

• Orders are delivered only to the address specified during checkout.
• We do not deliver to PO boxes, military bases (unless specified), or incomplete addresses.
• Delivery address changes must be requested within 12 hours of order placement.

International Shipping

Information regarding international shipping options will be provided in ZEVRAE's dedicated International Shipping Policy (where applicable).

DISCLAIMER & LIMITATIONS

Limitation of Liability

While ZEVRAE strives to provide exceptional customer service, we are not liable for:

1. Third-Party Services: Delays or failures caused by payment gateways, logistics partners, or courier services.
2. Natural Disasters: Unforeseen events including natural calamities, weather conditions, or force majeure events.
3. Customer Error: Issues arising from incorrect delivery address, incomplete contact information, or customer non-cooperation.
4. Consequential Damages: Any indirect, incidental, or consequential damages arising from your use of our products or services.

Response Time Disclaimer

• Response time standards are best-effort commitments and not guaranteed timelines.
• During peak shopping seasons or unforeseen circumstances, response times may exceed stated timeframes.
• ZEVRAE is not liable for any issues arising from delayed customer support responses.

Third-Party Logistics

• ZEVRAE partners with trusted logistics providers but is not responsible for losses caused entirely by courier negligence.
• For lost or damaged packages, ZEVRAE will coordinate with the courier and assist in the claims process.
• Final resolution depends on the courier partner's investigation and policies.

Quality Inspection Standards

• ZEVRAE's quality inspection standards are applied objectively based on the Return & Exchange Policy.
• Decisions on return eligibility are final after quality inspection (subject to appeal).
• ZEVRAE reserves the right to refuse returns that do not meet stated criteria.

Non-Waiver

• Failure to enforce any provision of this Customer Care Policy does not waive ZEVRAE's right to enforce such provision.
• A delay in enforcing a right does not constitute a waiver of that right.

POLICY UPDATES & AMENDMENTS

ZEVRAE reserves the right to update or amend this Customer Care Policy at any time to reflect changes in business operations, legal requirements, or operational capabilities.

Changes will be:

• Posted on the ZEVRAE website
• Updated in this document (with the "Last Updated" date)
• Communicated to customers via email where material changes occur

Continued use of ZEVRAE's services following posted changes constitutes acceptance of the updated policy.

CONTACT US

For questions about this Customer Care Policy or to provide feedback, contact us at:

Email: zevareofficial@gmail.com
Phone: +91 92580 55185
Support Hours: 9:00 AM – 9:00 PM (Daily)
Instagram: @zevareofficial
Facebook: ZEVRAE

LEGAL COMPLIANCE NOTICE

This Customer Care Policy is framed in compliance with:

• Consumer Protection Act, 2019 (especially Chapter III regarding consumer rights)
• Information Technology Act, 2000 (Section 79 regarding intermediary liability)
• E-Commerce Rules, 2020 (regarding consumer grievance redressal)
• Goods and Services Tax (GST) Regulations, 2017 (regarding invoices and returns)
• Indian Contract Act, 1872 (regarding terms and conditions)
• Right to Information Act, 2005 (regarding transparency)

© 2026 ZEVRAE. All Rights Reserved.

This document is the property of ZEVRAE and must not be reproduced, distributed, or modified without written permission.

END OF CUSTOMER CARE POLICY