Shipping, Order & Delivery Policy

1. Definitions

1.1

"StyleZen" means Modquest Private Limited and/or its affiliates and subsidiaries.

1.2

"Customer" or "You" means any person placing an Order through the StyleZen platform.

1.3

"Order" means any request placed by the Customer for purchase of products through the StyleZen platform, including a Try-and-Buy Order.

1.4

"Platform Fee" means the fee levied by StyleZen to sustain platform operations and continuous improvements, including but not limited to technology maintenance, user support, and quality assurance.

1.5

"Shipping Fee" means the fee charged by StyleZen to cover delivery and post-order services, including logistics coordination and handling of returns.

1.6

"Fair Usage Policy" means StyleZen's policy governing acceptable return and cancellation behaviour, as set forth in Section 6 below.

1.7

"Try-and-Buy Order" means an Order placed by a Customer under the Try-and-Buy feature of the StyleZen platform, whereby selected items are physically delivered to the Customer for a limited trial period. Ownership of all items under a Try-and-Buy Order remains with StyleZen at all times until purchase is confirmed and payment is received in full. The terms governing Try-and-Buy Orders are set out in Section 12A of this Policy and in Section 8A of the StyleZen Terms of Use.

1.8

"Trial Window" means the period of time, not exceeding twenty (20) minutes from the moment of physical handover by the delivery executive, during which the Customer may inspect and try items delivered under a Try-and-Buy Order, unless a different period is communicated at the time of order placement.

1.9

"Handover Confirmation" means the record generated at the point of physical delivery of a Try-and-Buy Order, including one or more of the following: OTP-based confirmation log, delivery executive's timestamped status update in the StyleZen OMS, GPS coordinates of the executive at delivery, and/or photographic evidence captured at handover.

1.10

"Re-delivery Fee" means the charge levied by StyleZen where a Try-and-Buy Order delivery attempt fails due to the Customer's absence, non-response, or refusal to accept delivery, and the Customer subsequently requests redelivery of the same Order.

2. StyleZen Platform Fee

2.1

StyleZen shall levy a Platform Fee on all Orders placed via the StyleZen platform.

2.2

The Platform Fee shall be displayed to You at the time of checkout and shall form part of the total Order value.

3. Refund of Platform Fee

3.1

In the event that an Order is lost in transit or not delivered to the address specified by You, the entire Order value paid online - including the Platform Fee - shall be refunded.

3.2

In the event of partial cancellation or return of an Order by You, the Platform Fee attributable to the remaining delivered items shall not be refundable.

3.3

In the event of full cancellation of an Order by You prior to dispatch, the entire Platform Fee shall be refunded.

3.4

Notwithstanding the foregoing, for Customers whose return behaviour is contrary to StyleZen's Fair Usage Policy, the Platform Fee shall be non-refundable in any circumstance.

3.5

For Try-and-Buy Orders, the Platform Fee is non-refundable once the Order has been dispatched for delivery, regardless of whether the Customer ultimately purchases any item. The Platform Fee in respect of a Try-and-Buy Order is consideration for the logistics and trial service provided, not for the purchase of goods.

4. StyleZen Shipping Fee

4.1

StyleZen shall charge a Shipping Fee on Orders placed pursuant to the following conditions:

Orders whose post-discount Order value is below INR 1,299 for all product categories (unless otherwise specified).
The applicable Shipping Fee shall be calculated after application of all coupons, discounts, GST, and any other applicable duties or charges.

4.2

For Try-and-Buy Orders, a Shipping Fee shall be levied at the time of order placement. This fee covers both the outbound delivery to the Customer and the return logistics of non-purchased items to the StyleZen warehouse.

4.3

In the event that the Customer is absent, unresponsive, or refuses to accept delivery of a Try-and-Buy Order, and subsequently requests redelivery, a Re-delivery Fee shall be levied in addition to any applicable Shipping Fee. The Re-delivery Fee shall be communicated to the Customer prior to rescheduling.

5. Refund of Shipping Fee

5.1

If an Order is lost or undelivered, the entire Order value paid online - including the Shipping Fee - shall be refunded.

5.2

In the event of partial cancellation of an Order by You, the Shipping Fee attributable to the cancelled item(s) shall not be refunded; in the event of full cancellation prior to dispatch, the entire Shipping Fee shall be refunded.

5.3

For any returned item(s) under a regular Order, the Shipping Fee shall not be refundable.

5.4

Notwithstanding the foregoing, for Customers whose return behaviour is contrary to StyleZen's Fair Usage Policy, the Shipping Fee shall be non-refundable in any circumstance.

5.5

For Try-and-Buy Orders, the Shipping Fee is non-refundable once dispatch has occurred, irrespective of the number of items purchased or returned. A failed delivery attempt due to Customer absence or non-response shall not entitle the Customer to a refund of the Shipping Fee.

6. Fair Usage Policy

6.1

StyleZen endeavours to provide a best-in-class returns service. However, Customers whose return rate substantially exceeds the average return rate observed across the platform, or who repeatedly refuse delivery of Orders, shall be deemed non-compliant with the Fair Usage Policy.

6.2

StyleZen reserves the right to refuse refunds of Platform Fees and/or Shipping Fees to any Customer who is found to be in breach of the Fair Usage Policy.

6.3

Without limiting the generality of Section 6.1, the following conduct shall specifically constitute a violation of the Fair Usage Policy in the context of Try-and-Buy Orders:

Zero purchase rate across three or more consecutive Try-and-Buy Orders;
Cancellation of a Try-and-Buy Order at the doorstep on two or more occasions within a 30-day period;
Failure to return items within the Trial Window on more than one occasion;
Placing more than two concurrent open Try-and-Buy Orders;
Repeated no-shows at the time of scheduled Try-and-Buy delivery.

6.4

Customers found to be in repeated or serious violation of the Fair Usage Policy in respect of Try-and-Buy Orders may, in addition to loss of fee refunds, have their Try-and-Buy eligibility suspended or permanently revoked, and their account restricted or terminated in accordance with Section 5 of the StyleZen Terms of Use.

7. Order Tracking and Status

7.1

To track the status of Your Order, please log in to the StyleZen app or website and navigate to "My Orders."

7.2

Standard Order status updates include: "Order Confirmed," "Dispatched," "In Transit," and "Delivered."

7.3

Try-and-Buy Orders will display the following additional status updates:

Status	Meaning
T&B Order Confirmed	Your Try-and-Buy Order has been accepted and is being prepared for dispatch.
Executive Assigned	A delivery executive has been assigned and is en route to your location.
Executive Arriving	Your delivery executive is nearby. Please be ready to receive the Order.
Trial In Progress	Items have been handed over. Your Trial Window is active.
Purchase Confirmed	You have confirmed purchase of one or more items. Payment is being processed.
Items Returned	Non-purchased items have been collected by the executive and are being returned to the warehouse.
Delivery Attempted - No Response	The executive arrived but was unable to reach You. The Order will be returned to the warehouse.

8. Serviceability and Delivery Locations

8.1

StyleZen delivers Orders only within the territorial boundaries of India.

8.2

To verify whether StyleZen delivers to your PIN code, please use the "Check Delivery Options" tool on the product detail page by entering your area PIN code.

8.3

Try-and-Buy Orders are currently available only within select serviceable PIN codes in Gurgaon. Availability may be extended to additional locations at StyleZen's discretion. The "Check Delivery Options" tool will indicate Try-and-Buy eligibility for your PIN code.

9. Courier Partners

9.1

StyleZen may engage one or more logistics partners - including but not limited to Delhivery, Blue Dart, and XpressBees - to effect delivery of standard Orders.

9.2

StyleZen reserves the right to change courier partners at its sole discretion.

9.3

Try-and-Buy Orders are fulfilled exclusively by StyleZen's in-house delivery fleet. Third-party courier partners are not used for Try-and-Buy deliveries. The delivery executive assigned to a Try-and-Buy Order is a representative of StyleZen and is authorised to collect non-purchased items and issue Handover Confirmation.

10. Delivery Timelines

10.1

For standard Orders, StyleZen does not currently offer guaranteed expedited or express delivery. Estimated delivery timelines are communicated at the time of order placement and are subject to courier partner capacity and serviceability.

10.2

StyleZen's Try-and-Buy Orders are delivered within a target window of 60 minutes from the time of order confirmation, subject to executive availability, traffic conditions, and distance from the StyleZen dark store to the delivery location. This timeline is indicative and does not constitute a guaranteed service level.

10.3

The Customer will receive a notification when the delivery executive is assigned and again when the executive is en route. The Customer must ensure they are personally present and available at the delivery address for the duration of the expected delivery window.

If you are not available at the time of delivery

The executive will attempt to contact You by phone for up to 10 minutes after arrival.
If unreachable, the Order will be marked as a failed delivery attempt and returned to the warehouse.
A Re-delivery Fee will apply if You wish to reschedule.
Repeated failed delivery attempts may result in suspension of Try-and-Buy eligibility.
StyleZen accepts no liability for items handed to building staff, security, or left in common areas.

11. Pilferage and Damaged Goods

11.1

If You receive a partial Order, pilfered items, or damaged packaging under a standard Order, You must notify StyleZen Customer Support within seventy-two (72) hours of delivery.

11.2

In order to process a pilferage or damage claim, You must: (a) refrain from using the affected item(s); (b) provide a brief description of the issue; (c) supply photographic evidence of the damage or pilferage, including images of the packaging; and (d) retain all original packaging materials for up to seven (7) days post-delivery.

11.3

Failure to comply with the requirements of Section 11.2 may result in denial of any refund or replacement claim.

11.4

For Try-and-Buy Orders, the following additional rules apply regarding condition of goods:

The delivery executive will document the condition of all items at the time of dispatch. Items will be photographed and logged by SKU prior to handover.
Any item returned in a damaged, soiled, stained, or altered condition - relative to the documented condition at dispatch - shall be the Customer's financial liability at full MRP.
Removal of any original tag, label, barcode, or security seal from an item that is subsequently not purchased shall be treated as acceptance of that item, and the Customer shall be liable for its full MRP.
Damage claims by the Customer against StyleZen in respect of Try-and-Buy items will only be entertained if raised to the delivery executive at the time of handover, before the Trial Window commences.

12. Amendment and Interpretation

12.1

StyleZen reserves the right to amend this Shipping and Delivery Policy at any time by posting the revised policy on the StyleZen platform.

12.2

Any capitalised term not defined herein shall have the meaning ascribed to it in the StyleZen Terms of Use.

12A. Try-and-Buy Delivery Process

Plain language summary: This section explains step by step what happens when you place a Try-and-Buy Order - from dispatch to return. Please read this before placing your first Try-and-Buy Order.

12A.1 Step-by-step Try-and-Buy delivery process:

Step	Stage	What Happens
1	Order Placed	Customer places Try-and-Buy Order on the StyleZen app. Items are confirmed available in the dark store.
2	Pre-Dispatch Check	Items are picked, photographed, and logged by SKU. Executive is assigned.
3	Dispatch	Executive departs with items sealed in a StyleZen bag. Customer receives notification.
4	Executive Arrives	Executive calls or notifies Customer upon arrival. Customer must be present.
5	Handover	Executive hands over items. Handover Confirmation (OTP/photo/GPS) is recorded. Trial Window begins.
6	Trial Window (20 min)	Customer tries items. Executive waits. Customer must not leave the premises with items.
7	Purchase / Return	Customer confirms purchases on app. Payment processed. Non-purchased items returned to executive.
8	Executive Verifies Return	Executive verifies item count and condition. Any discrepancy is flagged immediately.
9	Order Closed	Order is marked complete. Items returned to warehouse for processing.

12A.2

The Customer must remain at the delivery address for the entire Trial Window. The delivery executive is not required to wait beyond the Trial Window. If the Customer requests additional time beyond the Trial Window, this is at the executive's discretion and does not extend the Customer's legal obligation to return all non-purchased items.

12A.3

The Customer must not leave the building or premises with any StyleZen items during the Trial Window for any reason, including to seek a second opinion, to access better lighting, or for any other purpose. All items must be tried within the delivery address.

12A.4

The delivery executive is authorised to: (a) wait for the duration of the Trial Window; (b) collect non-purchased items; (c) document condition of returned items; (d) flag and report any discrepancy in item count or condition to StyleZen operations immediately. The executive is not authorised to extend credit, negotiate prices, modify the order, or accept partial payment on behalf of StyleZen.

12A.5

Any dispute between the Customer and the delivery executive at the time of return - including regarding item count, condition, or the Customer's refusal to return items - will be escalated immediately to StyleZen's operations team. The Customer may contact StyleZen support at support@stylezen.co or via in-app chat. This does not suspend the Customer's obligation to return non-purchased items.

12A.6

A security deposit may be required for Try-and-Buy Orders exceeding INR 3,000 in value, or where StyleZen determines that a deposit is warranted based on the Customer's account history. If required, the deposit will be communicated prior to dispatch and will be fully refunded upon return of all non-purchased items in original condition.

Effective Date: February 03, 2026

StyleZen by Modquest Private Limited|www.stylezen.co|ciao@stylezen.co