Legal

Terms & Conditions

Last updated: 2026-09-04

These Terms & Conditions (“Terms”) govern your access to and use of www.zerafto.com and the related services operated by Zerafto (“Zerafto”, “we”, “us” or “our”), including browsing the catalog, creating an account and purchasing building materials, hardware and related products (together, the “Platform”). This document is an electronic record under the Information Technology Act, 2000 and does not require a physical signature.

1. Acceptance of terms

By creating an account, placing an order or otherwise using the Platform, you confirm that you are at least 18 years old, are capable of entering into a binding contract under the Indian Contract Act, 1872, and agree to these Terms and our Privacy Policy and Return Policy. If you do not agree, please do not use the Platform.

2. Your account

• You must provide accurate, current and complete information when registering, including a valid Indian mobile number and email address, and keep it updated.
• Login is by one-time password (OTP) sent to your WhatsApp number or email. You are responsible for keeping your OTPs and device secure and for all activity under your account.
• One person may hold only one account. We may suspend or terminate accounts that are used fraudulently, abusively or in breach of these Terms.
• Notify us immediately at support@zerafto.com if you suspect unauthorised use of your account.

3. Products, pricing and availability

• Product images are for illustration. Natural materials such as plywood, timber and laminates may vary in colour, grain and finish from the images shown.
• Prices are shown in Indian Rupees and include GST unless stated otherwise. Delivery charges, if any, are shown separately at checkout before you confirm the order.
• Prices and stock are updated regularly but errors can occur. If a product is listed at an incorrect price or is out of stock after you order, we may cancel the order and refund any payment in full. We will inform you before doing so wherever possible.
• Bulk or project orders may be subject to separate quotations and terms agreed in writing.

4. Orders and payment

• An order is an offer to buy. It is accepted only when we confirm it (by WhatsApp, email or in your order history). We may refuse or limit any order at our discretion, for example where stock is unavailable, the delivery address is outside our service area, or we suspect fraud.
• Payments are processed securely by our payment partner, Razorpay. We do not store your card, UPI or bank details. Where cash on delivery is offered, payment must be made in full to the delivery partner at handover.
• If you provide a GSTIN for a tax invoice, you are responsible for its accuracy. Invoices cannot be re-issued with a different GSTIN after the order is dispatched.
• Coupons and offers are subject to their stated conditions, may be withdrawn at any time, and cannot be exchanged for cash.

5. Delivery

• We currently deliver in Mumbai, Thane, Navi Mumbai, Panvel, Kalyan, Dombivli and nearby areas. Deliverability and charges are calculated at checkout based on the distance from the fulfilling store to your address and the vehicle size chosen.
• Delivery times shown are estimates. Delays can occur due to traffic, weather, stock, or restricted access at the delivery location, and we are not liable for losses caused by such delays.
• A delivery OTP is required for handover. Please do not share it until the delivery partner arrives with your goods. Sharing the OTP in advance is treated as acceptance of delivery.
• You must ensure that someone authorised is available to receive and inspect the goods, and that the address is accessible to the delivery vehicle. Unloading beyond the vehicle (for example carrying material up floors) is not included unless agreed in advance.
• If delivery fails because of an incorrect address, no one available, or refusal to accept, we may charge a re-delivery fee or cancel the order and deduct reasonable delivery costs from the refund.

6. Cancellations, returns and refunds

Orders can be cancelled before they are dispatched. Once dispatched, cancellations are not accepted. Returns are accepted only for goods that are damaged, defective or materially different from what was ordered, reported at the time of delivery or within 24 hours, subject to inspection. Refunds for approved cancellations or returns are processed to the original payment method within 5 to 7 working days. Full details are in our Return Policy, which forms part of these Terms.

7. Acceptable use

You agree not to:

• Use the Platform for any unlawful purpose or in breach of any applicable law.
• Place fraudulent, speculative or false orders, or use another person’s account or payment instrument without authority.
• Copy, scrape, reverse-engineer or interfere with the Platform, its content or its security features, or introduce malware.
• Post or transmit content that is defamatory, obscene, infringing, or that harasses our staff, stores or delivery partners.

8. Intellectual property

The Zerafto name, logo, website design, text, graphics and software are owned by or licensed to Zerafto and are protected by Indian and international intellectual-property laws. Brand names and product images belong to their respective owners. You may not use any of this content without our prior written permission, except to browse and place orders.

9. Warranties and disclaimer

Products carry the manufacturer’s warranty, if any, and warranty claims are handled as per the manufacturer’s terms. Except as expressly stated, the Platform and its content are provided “as is” and we make no warranty that the Platform will be uninterrupted, error-free or that product descriptions are complete in every respect. Nothing in these Terms limits any rights you have under the Consumer Protection Act, 2019 that cannot be excluded by law.

10. Limitation of liability

To the fullest extent permitted by law, Zerafto’s total liability arising out of any order or use of the Platform is limited to the amount you paid for the order concerned. We are not liable for indirect, incidental or consequential losses, including loss of profit, project delays or labour costs, even if advised of the possibility of such losses. We are not responsible for the suitability of any product for your specific project; please verify specifications before ordering.

11. Indemnity

You agree to indemnify and hold harmless Zerafto, its owners, employees, stores and delivery partners from any claim, loss or expense (including reasonable legal fees) arising from your breach of these Terms, your misuse of the Platform, or your violation of any law or third-party right.

12. Communications

By registering, you consent to receive transactional messages (OTPs, order confirmations, delivery updates and invoices) through WhatsApp, SMS, email and in-app notifications. Promotional messages are sent only with your consent, which you may withdraw at any time as described in our Privacy Policy.

13. Termination

We may suspend or terminate your access to the Platform at any time, with or without notice, if you breach these Terms or if we discontinue the service. Sections 8 to 11 and 14 to 15 survive termination. You may close your account at any time by contacting us.

14. Governing law and disputes

These Terms are governed by the laws of India. Subject to applicable consumer-protection law, any dispute arising out of or in connection with these Terms or your use of the Platform shall be subject to the exclusive jurisdiction of the courts at Mumbai, Maharashtra. Before starting any legal proceedings, we encourage you to contact us so we can try to resolve the matter amicably.

15. Changes to these terms

We may revise these Terms from time to time. The “Last updated” date shows the most recent revision. Changes apply to orders placed after they take effect. Continued use of the Platform after changes are published constitutes acceptance of the revised Terms.

16. Grievance officer and contact

For questions about these Terms, or to raise a complaint under the Consumer Protection (E-Commerce) Rules, 2020 or the Information Technology Act, 2000, contact our Grievance Officer:

• Email: support@zerafto.com
• Phone: +91 88281 70595
• Address: Zerafto, Mumbai, Maharashtra, India

We aim to acknowledge complaints within 48 hours and resolve them within 30 days.