Refund policy
REFUND, RETURN AND CANCELLATION POLICY
Last updated: [September 2026]
This Refund policy forms part of our Terms & Conditions and applies to orders placed on www.zippo.in, operated by ZippoLighters India Private Limited (CIN U36990KA2020PTC135809), registered office at 1st Floor, Vaswani Augusta Lane, Whistling Greens, Challaghatta, Embassy Golf Link Road, Domlur, Bangalore North, Karnataka 560071. Nothing in this policy affects your rights under the Consumer Protection Act, 2019.
1. CANCELLING AN ORDER
You may cancel your order at any time before it is dispatched, at no charge, by writing to careindia@zippo.com with your order number. We will refund the full amount paid, including any shipping charge, to your original payment method.
Once an order has been dispatched it cannot be cancelled. You may refuse delivery or return it under section 3 below.
We may also cancel an order before dispatch — for example on payment failure, a manifest pricing or description error, suspected fraud, stock unavailability, or where age cannot be verified. In every such case we refund the full amount paid, without deduction.
2. WARRANTY IS SEPARATE FROM RETURNS
Please note the difference between the two:
* This policy covers returns and refunds within 7 days of delivery.
* Genuine Zippo windproof lighters are separately covered by Zippo Manufacturing Company's lifetime guarantee in respect of mechanical function, for the life of the product. A mechanical fault arising at any time during the product’s lifetime is handled as a warranty repair, subject to the terms of the guarantee, not as a refund or replacement under this policy.
See https://zippo.in/pages/warranty-repair for the guarantee terms and the authorised service network.
3. RETURNS
You may return an eligible product within 7 days of delivery, provided it is:
* unused and in its original, resaleable condition;
* in its original packaging, with all tags, inserts, manuals and accessories;
and
* accompanied by the order number or invoice.
To start a return, email careindia@zippo.com within 7 days of delivery with your order number and the reason for return. We will confirm eligibility and arrange a reverse pickup through RapidShyp where your pin code is serviceable for returns. Where reverse pickup is not available at your location, we will ask you to self-ship the product to the address we provide, and will reimburse reasonable courier charges on production of the receipt.
Please do not send a product back before we have confirmed the return - unconfirmed returns cannot be traced to your order and may be refused.
4. RETURN SHIPPING COSTS
* Defective, damaged, incorrect or short-shipped items: we bear all return shipping costs, and refund the original shipping charge if one was paid.
* Change of mind: reasonable return shipping costs actually incurred will be deducted from your refund.
Where your order originally qualified for free shipping and the return brings the order value below the free-shipping threshold, the original shipping cost may also be recovered from the refund.
5. DAMAGED, DEFECTIVE OR INCORRECT ITEMS
If your order arrives damaged, defective or incorrect, contact us within 48 hours of delivery at careindia@zippo.com with your order number and photographs of the product, the packaging and the shipping label. An unboxing video, where available, helps us resolve the matter faster with our logistics partner.
Once verified, you may choose a free replacement or a full refund, including all shipping charges. No amount is deducted in these cases.
6. NON-RETURNABLE ITEMS
The following cannot be returned or refunded, except where they are defective, damaged in transit, or incorrectly supplied:
* Lighter fluid, fuel, flints and wicks once the packaging is opened — these are hazardous consumables and cannot be resold or safely transported once opened.
* Personalised, engraved or custom-made products, as these are made to your specification.
* Gift cards and vouchers.
* Products returned without their original packaging, or showing signs of use, fuel filling, ignition, engraving, polishing or alteration.
7. QUALITY CHECK ON RETURNED ITEMS
All returned products are inspected on receipt. If a product does not meet the conditions set out in section 3 — for example it has been used, fuelled, engraved, or damaged after delivery — we will notify you and return it to you at your cost. No refund is issued in that case.
8. REFUNDS
Once your return is received and passes quality check, we will approve or decline the refund and notify you by email. Approved refunds are processed within 7 business days of approval, to the original payment method used for the order. We do not issue refunds in cash, by cheque, or to a different account.
After we process the refund, your bank or card issuer may take a further 5–7 business days to credit it to your account. That period is controlled by your bank and is outside our control. If you have not received an approved refund after 10 business days from our confirmation email, please contact us with your order number and we will share the transaction reference.
9. EXCHANGES
We are happy to exchange an eligible product for a different variant of the same or higher value, subject to stock availability. You may request an exchange in the same way as a return, within 7 days of delivery. Where the replacement is of higher value, the difference is payable before dispatch. Exchanges are subject to the same conditions and exclusions as returns, and one exchange is permitted per order line.
10. ORDERS RETURNED TO US UNDELIVERED
Where an order is returned to us undelivered because of an incorrect or incomplete address, repeated unavailability at the delivery address, refusal of delivery, or failed age verification, we will refund the product value after deducting the actual forward and return shipping charges incurred. See our Shipping Policy at https://zippo.in/policies/shipping-policy for details.
11. CONTACT
Customer care: careindia@zippo.com | +919738948909 | https://zippo.in/pages/contact
Working hours: Monday to Saturday, 9:00–18:00 IST
Grievance Officer: Zeno Rayan | Email ID: zvincent@zippo.com | +919738948909
We acknowledge complaints within 48 hours of receipt and endeavour to resolve them within 30 days. If you remain dissatisfied with the resolution, you may approach the consumer commission having jurisdiction where you reside or work.