Returns & Exchange

Overview

This Returns & Exchange Policy explains when and how you can request a cancellation, return, exchange, replacement, or refund for an order placed at the online store and brand store operated by Zelion Cricket Private Limited ("Zelion", "Us", "We", "Our") for products manufactured and marketed by Zelion.

Policy Coverage

The following policy covers product orders made through the following channels -

• Ecommerce orders made on store and website operated by Zelion, i.e. zelioncricket.com, zelioncricket.com/shop, and store.zelioncricket.com.
• Orders placed online through the salesperson / staff of Zelion through official social media accounts and WhatsApp business accounts of Zelion.
• Orders purchased offline through Zelion Cricket Store

For this policy to be applicable, your order should be invoiced from Zelion Cricket Private Limited directly, and you must produce the original invoice issued by Zelion.

This policy does not cover orders that contain Zelion products that are resold by resellers, affiliates, distributors, dealers, partner clubs, and other ecommerce platforms where a product manufactured and marketed by Zelion may be listed or sold. For the details on Returns & Exchange policy of the orders made on these platforms, please refer to their own guidelines in their respective websites or contact them directly.

Order Cancellations

Cancellations by Zelion

Please note that there may be certain orders that we are unable to accept and must cancel. We reserve the right, at our sole discretion, to refuse or cancel any order for any reason. An order placed by a customer may get cancelled by Zelion for some situations such as limitations of quantities available for purchase, inaccuracies or errors in product or pricing information, or problems identified by our payment & fraud avoidance systems.

In some cases, Zelion may also require and request additional verifications or information before accepting or processing any order. Zelion will contact you if all or any portion of your order is canceled or if additional information is required to process your order. If your order is cancelled by Zelion after your payment has been charged, the full amount will be refunded back to your original payment method within 7 bank working days.

Cancellations by Customer

A customer may request cancellation of an order until it is packed, which is usually done within 12-24 hours of placing the order. As part of usual business practice, if we receive a cancellation request and the order has not been packed and invoiced, Zelion shall cancel the order and process refunds. Zelion reserves the right to accept or reject requests for order cancellations for any reason.

Customized items, including those that need to undergo engraving, machine knocking, application of face sheets etc. cannot be cancelled once an order is placed.

For cancellation of orders paid online for any reason, a deduction of 2% will apply because of the policy of payment gateway providers to not refund the merchant transaction fee. This deduction will be 4% in case of forex payment methods being used to pay the order. The refund associated with an order cancellation will be processed within 7 bank working days, and credited back to the original payment method.

Eligibility Window For Returns

We want you to be as pleased with your purchase as we are in serving you. Zelion shall accept returns of items ordered within 7 days of delivery of the order.

In case of orders shipped outside India, while we shall accept returns within 7 days of delivery of the order, however, the customer shall need to self-ship, and pay the shipping charges, associated custom duties, and other associated fees to arrange the returned item back to our facility in India.

Returning Incorrect Item

We are sorry if you received a product that is different from what you had ordered.

If you received an incorrect product, you must notify us within 24 hours of delivery, through opening a Return Request through zelioncricket.com/request-return. Our customer service team will make every reasonable effort to assist you with your return.

For the return to be accepted, the product returned must be unused, returned in its original packaging with all the tags and associated in-box items.

Once the product is returned and is assessed by our team at our facility, Zelion shall either ship you the correct product as you had ordered if available, or provide you with the full refund for the invoiced value of the returned item in the order. The refund processing may take up to 7 business days after the return request has been accepted and verified by our team at our facility.

Returning Damaged / Defective Item

We are sorry for the inconvenience caused.

For any reason, after taking the delivery, if you realize and recognize that the product is damaged in any manner, you must report this to our customer service within 24 hrs of delivery of the shipment through opening a Return Request through zelioncricket.com/request-return.

Kindly note for the return to be accepted and any kind of resolution to be processed thereafter, the product returned must be unused, in its original packaging with all the tags, and associated in-box items. Returns will not be accepted if there are visible marks and/or identification of use of the product.

Please do note it is very easy for us to tell how damage has occurred to a product in almost all circumstances, so please be honest when explaining what has happened and we will do everything we can to rectify any situation - ultimately we want to ensure you are happy with your purchase, but it is the responsibility of the customer to be honest with us.

With every product returned to us, our team will assess any damage and advise on the most appropriate course of action once a cause of damage has been determined. The customer, based on the assessment report, type of product, and the extent of damage, may be offered a replacement, repair, or refund, at the sole discretion of Zelion.

Returning Item For Exchange

Zelion permit exchanges for certain products due to size fitting issues, etc. if the following criteria are met:

• The returned item to be exchanged must be sent back in unused condition, with all tags and in-box items to the Zelion facility.
• If the exchanged item costs more than the original, the balance amount must be paid before shipping.
• If the exchanged item costs less than the original, the customer can either choose additional items to match the value or buy an item of similar value. No refund in value will be issued for exchanges.

Non-Returnable & Non-Replaceable Items

Customised or Personalised Items: Goods that are customised, personalised (such as through engravings made), adapted, or bespoke (for example: customised bats where weight, handle, toe etc. is modified for the customer) are strictly non-returnable and non-replaceable once sold, unless found to be defective upon inspection at the time of delivery.

General Policies for Returns & Exchange

• Zelion reserves the right to refuse any excessive and/or bad faith returns.
• One Replacement Policy: Each customer is entitled for only one replacement. No second replacement will be issued.
• One Exchange Policy: Each customer is entitled only for one exchange per order.
• All the refunds, replacements and exchanges associated with a product will be processed only once the returned product is received at our facility.
• The returned item shall be picked up from the order delivery address only. In case of offline store orders / pickup orders, the item must be returned to the place of purchase.

Zelion reserves the right to amend or modify this Returns & Exchange policy at any time without prior notice. The date of last modification to this policy will be shown at the top of this policy.

Shipping costs

If the return is due to a mistake at Zelion's end, such as wrong item shipped, genuine manufacturing defect, damage in transit, standard reverse shipping charges are borne by Zelion. However, for orders shipped outside India, this is not applicable, and the customer needs to self-ship the item back to our facility in India, and pay any applicable customs duty, fees, etc.

If the return is based on personal preference, such as but not limited to, change of mind, size preference, aesthetic choice etc. shipping and reverse shipping charges may be deducted from the refund amount.

Zelion shall clearly communicate any such deductions to the customer before the return is processed.

Processing of Refunds

When an order is cancelled, or in other situations where a returned item from an order cannot be replaced or exchanged, Zelion, at its sole discretion, shall decide to issue a refund to the customer. The refund amount shall be decided in lieu with the Returns & Exchange policy above, and considering factors such as the category of the product, value of the product, extent of damage etc.

Once a refund has been issued to the customer,

• Prepaid orders will be refunded to the original source of payment wherever possible.
• In some rare cases where refunds cannot be processed back to the original payment source, the refunds may be processed to a UPI ID or bank account provided by the customer.
• No refunds shall be issued in cash.
• The processing of refund may take up to 7 bank working days after a refund has been approved / issued for a returned item of an order.

Your bank or payment provider may take additional time to reflect the amount in your account. Zelion shall share a refund transaction number such as an RRN with the customer once the refund is processed, and the customer can follow it up with their respective banking partner.