Zepto Launches Instant Returns and Exchange Feature for All Categories

Zepto, a major player in the quick commerce industry, has rolled out an innovative Instant Returns and Exchange feature, aimed at making shopping on their platform more convenient and user-friendly. This new feature enables customers to return or exchange their orders within just 10 minutes, offering a seamless experience that sets Zepto apart from its competitors.

The feature is currently available across various product categories including electronics, apparel, toys, sports equipment, and kitchenware, giving customers flexibility and satisfaction in their purchasing journey.

Return and Exchange Window Based on Categories

Zepto has made significant strides in ensuring a hassle-free return and exchange process for its customers. Depending on the category of the product, Zepto provides a one-day, three-day, or seven-day return or exchange window. This system ensures that users have adequate time to evaluate their purchases and return or exchange them based on their preferences and needs.

The company has also clarified that, while returns are facilitated across most categories, there are a few exceptions due to health, safety, and regulatory concerns. Some items, such as innerwear, gold and silver coins, socks, pooja items like dhoop, diya, pooja cloth, disposable goods like tissues, and utility items like water filters, are non-returnable due to hygiene and legal reasons.

Streamlined Refund Process for Convenience

In an effort to enhance customer satisfaction, Zepto has simplified the refund process. Once a return is validated, Zepto initiates the refund process immediately. However, the actual reflection of the refund in a customer's account may depend on the bank's processing times. For customers who made their payments via cash on delivery (COD), Zepto provides a convenient alternative: a coupon or voucher for the same amount. This approach ensures that the process is as smooth and quick as possible, offering customers peace of mind.

Zepto has committed to making the refund process swift and hassle-free, echoing the efficiency that the company is known for in its delivery services. This is another example of the company’s focus on customer experience and operational excellence.

Zepto’s Growth and Milestones: GOV and IPO

Zepto’s rapid growth trajectory has been impressive. The company has reached a significant milestone in its journey, reporting an annualized Gross Order Value (GOV) of USD 3 billion (approximately Rs 24,500 crore). This growth is a reflection of the company’s ability to scale its operations while keeping customer satisfaction at the forefront.

In a LinkedIn post, Zepto’s Co-founder and CEO, Aadit Palicha, celebrated this achievement, noting that just eight months earlier, the company had reached USD 1 billion in annualized GOV. The swift rise in GOV is a testament to Zepto’s rapid growth and expanding market share in the quick commerce sector.

In line with its success, Zepto is preparing for its initial public offering (IPO). The company recently completed its reverse flip from Singapore, relocating its base to India. This move, approved by the National Company Law Tribunal (NCLT), allows Kiranakart Technologies—the Indian entity behind Zepto—to become the holding company. Previously, Zepto operated as a subsidiary of Kiranakart in Singapore. The company’s strategic shift reflects its ambition to strengthen its presence in India as it prepares for its IPO.

A Stronger Focus on the Indian Market

Zepto’s decision to move its base to India and shift the holding company reflects its commitment to the Indian market. The company has already experienced significant success, and the move positions Zepto to capitalize on India's growing e-commerce and quick commerce market. The IPO is expected to further fuel Zepto’s expansion plans, as the company seeks to leverage public funding to enhance its service offerings, scale its operations, and attract more customers.