Verified: 7 June 2026 05:30 am IST
Industry: E-Commerce & Retail (Quick Commerce)
Jurisdiction: India
Primary Regulator: Central Consumer Protection Authority (CCPA) / Department of Consumer Affairs
Important Safety Warning: Beware of the “Fake Courier & Refund Scam.” Zepto does not have an inbound customer care number. Scammers frequently buy ads on Google displaying fake Zepto helplines. This is a scam. Zepto staff will never ask you to pay a “processing fee” for a refund, share your UPI PIN, or request you to download screen-sharing apps (like AnyDesk/RustDesk) to track a delayed grocery order.
Level 1: Customer Support (Initial Complaint)
How to complain: Register your complaint (missing items, spoiled groceries, refund delays, or delivery issues) directly via the Help & Support section on the Zepto app. You must select the specific order and initiate a chat. To bypass the automated chatbot if it refuses to resolve your issue, you can directly email their central helpdesk at support@zepto.com.
Availability: The in-app chat support and email helpdesk operate 24x7 to match their delivery windows.
Timeline: Because of the perishable nature of their goods, Zepto aims to resolve most standard Level 1 missing/damaged item queries immediately during the interaction, or within 24 to 48 hours for issues requiring delivery partner investigation.
Level 2: Internal Escalation (Grievance Officer)
Who to contact: If Level 1 support fails, your refund is unjustly denied, your account is blocked without cause, or the delivery partner engaged in misconduct, you must formally escalate. Under the Consumer Protection (E-Commerce) Rules, 2020, you must escalate the matter to the designated Grievance Officer. You must email the Grievance Officer directly at legal@zepto.com. You must include your registered mobile number, Order ID, and screenshots of your failed Level 1 chat interaction. Written legal notices can be sent to their Headquarters (Grievance Officer, Kiranakart Technologies Private Limited, 4th Floor, Wework Chromium – Powai, Jogeshwari Vikhroli Link Rd, Andheri East, Mumbai, Maharashtra – 400076).
Timeline: By law, the E-Commerce Grievance Officer must acknowledge your escalated dispute within 48 hours and prioritize the matter to provide a reasoned resolution within 30 days from the date of receipt.
Level 3: Administrative Mediation (National Consumer Helpline)
Authority: There is no binding E-Commerce Ombudsman in India. If the Zepto Grievance Officer rejects your claim, fails to refund your money, or ignores you for 30 days, your next step is administrative mediation through the Ministry of Consumer Affairs.
Portal/Contact: You must register your grievance against Kiranakart Technologies Private Limited (Zepto) on the Integrated Grievance Redress Mechanism (INGRAM) portal run by the National Consumer Helpline (NCH). You can file online at consumerhelpline.gov.in, via the UMANG app, or by calling the toll-free national helpline at 1915. The NCH will act as a mediator to pressure Zepto’s corporate team for a resolution.
Level 4: Legal Action (Final Step)
Pre-Litigation: If the NCH mediation fails, or Zepto refuses to comply with a refund request for a high-value order, you have exhausted all administrative avenues. You must now prepare for formal litigation under the Consumer Protection Act, 2019.
Court/Arbitration: You must file a formal complaint with the appropriate Consumer Disputes Redressal Commission. For claims up to ₹50 Lakhs, you will file at the District Commission. You can file your case entirely online using the government’s unified e-Jagriti portal (e-jagriti.gov.in).
Timeline: You must file the consumer case within two years from the date the cause of action (the delivery of a defective product or the denial of a refund) occurred.
Community Action: Is Zepto refusing to refund a missing expensive grocery item, or are you looking for the correct template to formally escalate a damaged product complaint to the Mumbai Corporate Office? Reply below (do not share your passwords, bank details, or your exact Order Numbers), and our community will point you to the right resources!