This Cancellation, Return & Refund Policy explains the cancellation, return, exchange, and refund practices applicable to orders placed through the LocalZE application.
LocalZE is an e-commerce platform operated by Smarthub Business Solutions that connects customers with local stores and merchants in Hyderabad. Products available through LocalZE are supplied by participating local stores and merchants.
Customers cannot cancel an order after it has been placed through the LocalZE application.
Once an order has been successfully placed, the order is sent to the applicable local store or merchant for fulfillment.
Customers should carefully review the products, quantities, delivery address, and other order details before placing an order.
Important: LocalZE does not provide a customer-initiated order cancellation option after an order has been placed.
A merchant may cancel an order when the merchant is unable to fulfill the order.
Reasons for merchant cancellation may include:
LocalZE may notify the customer when an order is cancelled by the merchant.
If a customer has already made an online payment for an order that is cancelled by the merchant, the applicable amount paid for the cancelled order will be eligible for refund, subject to the payment transaction being successfully completed and applicable legal requirements.
Refunds will generally be initiated to the original payment method used for the order, where technically and operationally possible.
The time taken for the refunded amount to appear in the customer's bank account, card account, UPI account, or other payment account may depend on the relevant payment gateway, bank, card issuer, UPI provider, or financial institution.
LocalZE does not provide a general return or exchange facility for products purchased through the application.
Customers should review the product information and other available details before placing an order.
Products purchased through LocalZE cannot ordinarily be returned or exchanged after delivery.
This policy does not exclude or limit any rights or remedies that may be available to a customer under applicable law.
If a customer receives a product that is damaged, defective, materially different from the product ordered, or otherwise subject to a serious fulfillment issue, the customer should contact LocalZE support as soon as reasonably possible after delivery.
LocalZE may review the complaint and coordinate with the relevant merchant to determine the appropriate resolution.
Depending on the circumstances and applicable law, the resolution may include an appropriate refund, replacement, or other remedy where applicable.
Customers may be asked to provide photographs, videos, order information, packaging information, or other reasonable evidence to assist with the investigation.
If an item that was included in a confirmed order is missing from the delivered order, the customer should contact LocalZE support as soon as reasonably possible.
LocalZE may verify the order with the merchant and delivery partner before determining the appropriate resolution.
Merchants are responsible for ensuring that products listed and supplied through LocalZE are accurately described, legally permitted to be sold, appropriately packaged, and fit for their intended purpose, subject to applicable law.
Merchants are also responsible for ensuring that products supplied to customers match the relevant order.
Where Cash on Delivery is available for an order, the customer must pay the applicable amount at the time of delivery.
Customers should not make additional payments to delivery personnel unless the additional amount is an authorized charge associated with the order.
Customers are responsible for providing accurate delivery information and being reasonably available to receive their order.
If delivery cannot be completed because of an incorrect address, unavailable customer, refusal to accept the order, or another circumstance attributable to the customer, the order may be treated as an unsuccessful delivery.
Any refund in such circumstances will be determined according to the nature of the order, applicable payment arrangements, merchant requirements, and applicable law.
If a payment is deducted from a customer's account but the order is not successfully created or confirmed, the transaction may be automatically reversed or refunded through the applicable payment provider.
If the amount is not reversed within the applicable banking or payment provider processing period, customers should contact LocalZE support.
Once a refund is approved or initiated, the actual time taken for the refund to reach the customer's account may vary depending on the payment method and the relevant financial institution.
Important: LocalZE may initiate a refund promptly after approval, but the final credit time is controlled by the applicable bank, payment gateway, UPI provider, card network, or other financial institution.
Smarthub Business Solutions may investigate accounts or transactions involving suspected fraud, payment abuse, fake orders, repeated misuse of support processes, or other activity that may harm LocalZE, merchants, delivery partners, or customers.
Where permitted by applicable law, Smarthub Business Solutions may restrict or suspend accounts involved in such activity.
Nothing in this Cancellation, Return & Refund Policy is intended to remove, restrict, or waive any rights or remedies that cannot lawfully be excluded under applicable law.
Smarthub Business Solutions may update this policy from time to time to reflect changes in LocalZE services, merchant arrangements, payment processes, operational practices, or applicable law.
Any updated policy will become effective when published on the LocalZE Platform unless otherwise stated.
For questions regarding cancellations, refunds, damaged products, missing products, or other order-related concerns, please contact LocalZE support.
Smarthub Business Solutions
Email: support@localze.com
Service Area: Hyderabad, Telangana, India