Zoan, a Partnership Firm, operates as a marketplace facilitator connecting buyers with independent breeders. We understand that purchasing a pet is a significant decision, and we are committed to fair and transparent refund practices while protecting the interests of all parties.
This policy defines when refunds and cancellations are applicable, in compliance with the Consumer Protection Act, 2019, Sale of Goods Act, 1930, and Indian Contract Act, 1872.
Live animals are not ordinary consumer goods. They are living beings with unique characteristics, personalities, and natural variations. Due to the special nature of these products:
Your statutory consumer rights under Indian law are fully protected and cannot be waived.
Payment is released to the breeder only after successful delivery, buyer acceptance, and expiry of the 7-day health guarantee period (if no issues are reported).
You have the right to cancel your order before the pet is dispatched.
To cancel, contact us at:
Email: my.zoan@outlook.com
Phone: +91-7510643598
Refunds are processed within 7–10 business days.
A full refund will be issued if the breeder cancels or cannot deliver the pet for health or compliance reasons. Refund includes 100% pet cost, 100% shipping charges, and any additional payments.
Compensation up to ₹2,000 is provided for documented travel expenses.
If you cannot reach the designated pickup point, you may cancel before dispatch and receive a 100% refund, provided the pickup point was not clearly communicated before payment.
You are entitled to refunds under the Consumer Protection Act, 2019 and Sale of Goods Act, 1930 in specific situations.
Full refund is provided if the pet is diagnosed within 2 days with:
Documentation required includes veterinary certificates and diagnostic reports.
Not covered: negligence, stress issues, minor ailments, injuries after delivery, or issues arising from improper care.
Full refund if:
Refund includes shipping and veterinary examination costs (up to ₹3,000).
Refund will not be provided for:
You may choose a full refund or a replacement pet (same breed, age, gender) at no extra cost. Replacement is optional.
Includes clear photos, vet certificates, test results, screenshots, DNA reports (if required), and order documentation.
Duplicate payments are refunded within 3–5 business days after verification.
Refunds are issued to the original payment method or via bank transfer.
Email/SMS confirmation provided.
Zoan is a facilitator, not the seller. The breeder is responsible for pet accuracy, health, legality, and documentation. Zoan is accountable for platform malfunctions, failure of verification, and negligence in dispute handling.
Zoan is not liable for breeder fraud undetectable through due diligence, buyer negligence, pre-existing conditions undetectable before sale, or force majeure.
You may approach Consumer Court, Civil Court, or Arbitration. Your rights cannot be restricted.
Delays exceeding 30 days: full refund.
Full refund + insurance claim processing.
Zoan will complete delivery or issue full refund.
Email: my.zoan@outlook.com
Phone/WhatsApp: +91-7510643598
Address: Globe Gents, Pipeline, Thrikkakara, Kochi, Kerala – 682020
Support Hours: 10:00 AM – 7:00 PM (Mon–Sat)
The policy may be updated based on law or process improvements. Latest version available at www.myzoan.in.
Governing laws: Consumer Protection Act, 2019; Sale of Goods Act, 1930; Indian Contract Act, 1872.
Jurisdiction: Ernakulam, Kerala (subject to consumer rights).
Zoan Partnership Firm
Globe Gents, Pipeline, Thrikkakara, Kochi, Kerala – 682020
Email: my.zoan@outlook.com
Phone: +91-7510643598
Website: www.myzoan.in