Zara - Refund Denied After Valid Return Delivery Agent Fraud Zara Claiming Wrong Item Received

Order Details:
Order ID: ***********
Product: Zara Jacket
Order Amount: ₹*,***
Mode of Purchase: Online

I am filing this complaint against Zara India for wrongful denial of refund, suspected fraud during the return process, and deficiency in service.

I purchased a Zara jacket online for approximately ₹*,***. As the product did not meet my expectations, I returned it in its original condition through Zara’s authorized pickup partner, strictly following all return guidelines.

After the return, Zara informed me that they allegedly received a non-Zara sweatshirt instead of the jacket. I categorically deny this allegation. The correct Zara jacket was handed over to the authorized pickup agent at the time of return.

Once the product was handed over to Zara’s appointed delivery partner, custody and liability transferred to Zara and its logistics chain. Therefore, any substitution, tampering, or replacement of the item could have occurred either at the hands of the delivery agent or during Zara’s internal warehouse/return processing. In either case, the customer cannot be held responsible.

Despite multiple follow-ups and more than five calls, Zara has failed to provide any resolution and has only issued generic responses such as “wait **–** hours,” without any meaningful action. As a working professional, I have been repeatedly disturbed during office hours and meetings, causing mental harassment and loss of productive time. The behavior of customer care representatives has also been unprofessional and dismissive.

This matter clearly constitutes:

Deficiency in service

Unfair trade practice

Failure to ensure secure handling of returned goods

Mental harassment

Financial loss of approximately ₹****

I have already raised this issue with Zara through emails and customer support, but my refund continues to be unjustly withheld.

Relief Sought

I request:

Immediate refund of ₹**** to the original mode of payment, and

Written confirmation of closure of the complaint

If Zara disputes this claim, they must provide verifiable documentary proof, including return audit records, unboxing evidence, CCTV footage, or chain-of-custody documentation supporting their allegation.

I request Voxya’s intervention to ensure a fair, timely, and lawful resolution.