Return Policy
At ZukuHub, we aim to ensure a smooth and transparent buying experience for customers, dealers, distributors, and business buyers. This Return Policy explains the general return, replacement, and refund terms applicable to products listed or sold through ZukuHub. Since ZukuHub works with multiple factories, brands, and product categories, certain products may have category-specific or factory-specific conditions. Where any product has a special return condition, the same will be clearly mentioned on the product page, quotation, invoice, or order confirmation.
1. Return Eligibility
Returns may be accepted only in the following cases:
- Product received is damaged in transit
- Product received is defective or broken
- Wrong product, wrong size, wrong design, or wrong quantity was delivered
- Product does not match the confirmed order specification
To be eligible for return or replacement:
- The issue must be reported within the allowed return window
- The product must remain unused and in original condition
- The product must be returned with original packaging, labels, and supporting documents
- Clear photos or videos may be required for verification
2. Return Window
Unless otherwise stated on the product page or invoice, return requests must be raised within 7 days from the date of delivery. Requests raised after the allowed return period may not be accepted.
3. Non-Returnable Products
The following products may not be eligible for return unless they are damaged, defective, or incorrectly supplied:
- Made-to-order products
- Custom design products
- Clearance or special-discount products
- Products damaged after delivery due to improper handling, storage, installation, or use
- Opened adhesive, grout, epoxy, chemical, or consumable items
- Partial boxes, used materials, or installation leftovers
4. Return Approval
All return requests are subject to verification and approval. ZukuHub and/or the respective seller or factory may review the claim before approving a return, replacement, credit note, or refund.
5. Refunds and Replacements
Once a return request is approved, resolution may be provided in one of the following forms:
- Replacement of the same product
- Replacement with an equivalent product, subject to approval
- Refund to the original payment source
- Credit note for future purchase
- Partial refund where applicable
Refund processing time may vary depending on payment method, banking timelines, and seller approval, but approved refunds are generally processed within 7 to 14 business days.
6. Return Shipping and Pickup
If the return is approved due to damage, defect, or incorrect supply, return pickup or return shipping support may be arranged based on product type, order location, and seller policy. In some cases, customers may be required to coordinate return dispatch as instructed by ZukuHub or the seller.
If the return is requested for reasons other than damage, defect, or wrong supply, return shipping or handling charges may apply, if such return is accepted.
7. Inspection on Delivery
Customers are strongly advised to inspect products at the time of delivery. Any visible damage, shortage, or packaging issue should be noted immediately and reported to ZukuHub without delay. Claims made after product use, cutting, installation, or consumption may not be accepted.
8. Bulk Orders and B2B Orders
For bulk, project, wholesale, factory-direct, dealer, or distributor orders, return and refund approval may depend on:
- Order quantity
- Custom production status
- Dispatch origin
- Logistics arrangement
- Agreed commercial terms
For such orders, the final return condition may be governed by the quotation, proforma invoice, tax invoice, or separately agreed business terms.
9. Cancellation
Orders may only be cancelled before dispatch, unless otherwise agreed. Once a product has been dispatched, shipped, manufactured to order, or customized, cancellation may not be possible.
10. Contact for Return Requests
To request a return, replacement, or refund, customers should contact ZukuHub with:
- Order number
- Customer name
- Product details
- Delivery date
- Reason for return
- Photos or videos of the issue, where applicable
11. Policy Updates
ZukuHub reserves the right to update or modify this Return Policy at any time without prior notice. The latest version published on the website will apply to all new transactions unless otherwise agreed in writing.