Cancellations & Refunds
You can pay on delivery, in cash or by UPI to the delivery partner, or online by UPI or card through our payments partner, Razorpay, where it is offered at checkout. With pay on delivery you are not charged when you place an order — only when it is delivered to you. ShopZo never sees or stores your card number, UPI PIN or bank login. Razorpay, a PCI-DSS compliant processor, handles online payments.
Cancelling an order yourself
The app does not have a cancel button. To cancel an order, email info@shopzo.co.in with your order number; we can cancel it until it is out for delivery. Once it is out for delivery, it can no longer be cancelled.
If a store can't fulfil your order
If the Store is unable to fulfil your order (for example, an item is out of stock), ShopZo or the Store will cancel it. If you chose pay on delivery, you have not paid anything at that point, so no refund is needed. If you paid online, the full amount is refunded automatically (see "Refunds for orders paid online" below).
Cash on Delivery orders
With pay on delivery you pay only when the order is delivered to you. If an order is cancelled, or delivery fails, before it reaches you, you owe nothing for that order.
Damaged, missing or incorrect items
If what you receive is damaged, incomplete, or different from what you ordered, email us at info@shopzo.co.in as soon as possible, with your order number and, where possible, a photo of the issue. Please report the issue within 48 hours of delivery (for perishable items, on the day of delivery); perishable items are resolved by replacement or refund, not by return. We will work with the Store to resolve it.
Refunds for cash-paid orders
A Cash on Delivery order that is delivered is paid for. If a refund is owed — for example, for a damaged, missing or incorrect item — the refund is paid to a UPI ID or bank account that you give us, within 7 working days of the refund being approved.
Failed delivery
If a delivery partner is unable to complete a delivery (for example, you are unreachable or unavailable at the address), the order shows as "Cancelled" in the app. Pay-on-delivery orders are only charged on successful delivery, so you are not charged for a failed delivery; an order paid online is refunded in full automatically. Contact info@shopzo.co.in if you'd like to reschedule or re-order.
Refunds for orders paid online
If an order you paid online is cancelled by you, the Store or ShopZo, or cannot be delivered, the full amount goes back automatically to the account or card you paid from. Razorpay starts the refund at once; banks usually credit it in 5 to 7 working days. For a damaged, missing or incorrect item in an order paid online, the refund for that item is also issued to your original payment method within 7 working days of approval.
Delivery charges
Any delivery charge is shown to you at checkout before you place the order. See our Delivery Policy for more on how delivery works.
Questions about a specific order
Reach us at info@shopzo.co.in with your order number. See Contact & Grievance Redressal for response timelines.