Last updated: September 24, 2026
1. About these terms
These Terms & Conditions govern your use of Zala’s website, mobile applications, and related shopping services. By creating an account or placing an order, you agree to these terms.
Zala operates an online marketplace connecting customers with participating vendors and delivery partners. Additional conditions shown for a product, promotion, or delivery service apply where they are consistent with these terms and applicable law.
2. Accounts and eligibility
You must provide accurate account, contact, and delivery information and keep it updated. Orders placed by a minor must be authorised by a parent or legal guardian.
You are responsible for protecting your account credentials and reporting suspected unauthorised access promptly. You must not impersonate another person, create fraudulent accounts, or use someone else’s payment details without permission.
Some features may be available to guests. An account may be required to place orders or access other services.
3. Products and vendor information
Product availability, descriptions, prices, and applicable conditions are displayed on Zala. Vendors are responsible for providing accurate information about their products.
Images are illustrative, and colours may appear differently across devices. This does not excuse supplying goods that are materially different from their description.
Zala may correct inaccurate listings or remove products that are unavailable, unsafe, unlawful, or otherwise unsuitable for the platform.
4. Prices and payments
The amount payable, including applicable taxes, delivery charges, and other disclosed fees, is shown before you confirm your order. Prices are expressed in Bhutanese Ngultrum unless stated otherwise.
You must use a payment method offered at checkout and be authorised to use it. Payments are subject to verification by the relevant payment provider.
An order acknowledgement confirms receipt of your order but does not guarantee that every item can be fulfilled. If an item cannot be supplied after payment, the applicable cancellation and refund process will apply. We will not charge an increased price without your agreement.
5. Orders and cancellations
Please check the products, quantities, delivery address, and contact details before placing an order.
Cancellation options depend on the order’s processing and delivery status. Use the available cancellation feature or contact Zala support promptly. Cancellation may no longer be available once fulfilment has progressed, subject to your rights under applicable law.
Zala may cancel an order because of unavailable stock, payment failure, suspected fraud, an unserviceable address, or another legitimate fulfilment issue. Where payment has been collected for goods that will not be supplied, an appropriate refund will be arranged.
6. Delivery
Delivery availability, charges, and estimated timeframes depend on the destination, vendor, product, and available delivery services. Items from different vendors may arrive separately.
You must provide accurate delivery details and make reasonable arrangements to receive your order. Any additional delivery charges must be disclosed and agreed where required.
Please inspect your items promptly after delivery. If an item is missing, damaged, incorrect, or marked delivered when you have not received it, notify Zala support as soon as possible.
7. Refunds and returns
Refund requests must be submitted within 24 hours of the individual item’s recorded delivery date and time. The window runs continuously, including weekends and public holidays, and is measured using Bhutan Standard Time (UTC+6).
For example, an item delivered at 3:00 p.m. on 10 October has a standard refund-request deadline of 3:00 p.m. on 11 October. For items delivered separately, each item has its own deadline.
This is the deadline for submitting a request, not a promise that a refund will be approved or paid within 24 hours.
To request a refund:
Refund eligibility depends on the issue, the product’s disclosed conditions, and applicable consumer rights. Submitting a request does not automatically approve it. Zala may consult the vendor, review the delivery record, or request further information.
Where a physical return is necessary, follow the return instructions provided by Zala. Keep the item, accessories, and packaging where reasonably possible, and avoid further use that could worsen the problem. Opening packaging to inspect an item does not by itself remove rights concerning defective or incorrectly supplied goods.
Return arrangements and responsibility for any delivery costs will be communicated during review, subject to applicable law. Approved refund amounts, payment arrangements, and expected processing times will also be communicated. Processing may depend on the payment provider or bank.
A change of mind does not automatically qualify for a refund unless the product’s stated conditions or applicable law provide otherwise.
The 24-hour standard window and any “non-refundable” designation do not exclude or restrict rights available under applicable law, including remedies for defective, unsafe, misdescribed, or incorrectly supplied goods. Contact Zala support regarding such issues even if the standard window has expired.
8. Promotions and discounts
Promotions may have eligibility requirements, usage limits, expiry dates, and product exclusions. These conditions will be stated with the offer.
Promotional benefits must not be obtained through duplicate accounts, false information, or other misuse. Any cancellation or adjustment of an offer will remain subject to applicable law.
9. Acceptable use and customer content
You must not use Zala to commit fraud, submit false refund claims, harass others, upload unlawful content, interfere with security, or access another person’s information without permission.
Reviews and other submitted content must be honest, relevant, and lawful. Do not include another person’s private information without authorisation.
You retain ownership of your submitted content and grant Zala permission to use it as needed to provide the relevant service—for example, displaying a review or sharing refund evidence with the relevant vendor.
10. Intellectual property
Zala’s branding, software, and platform content belong to Zala or their respective owners. You may use the platform for its intended purposes but must not copy, resell, or commercially exploit protected materials without permission or another lawful basis.
11. Service availability and responsibility
Zala may temporarily interrupt services for maintenance, security, or technical reasons. Where reasonably practicable, we will provide notice of significant planned interruptions.
Vendors and delivery partners have responsibilities for the services they provide. Their involvement does not remove any responsibility Zala has under applicable law.
Nothing in these terms excludes liability or consumer remedies that cannot lawfully be excluded.
12. Account restrictions
Zala may restrict or suspend access where reasonably necessary to investigate fraud, protect users, maintain security, or address a breach of these terms. Where appropriate, we will explain the restriction and provide a way to raise concerns.
Account restrictions do not automatically cancel valid refund claims or other rights arising from completed transactions.
13. Privacy
Our Privacy Policy explains how personal information is collected, used, shared, and retained when you use Zala.
14. Changes, complaints, and governing law
Zala may update these terms and publish the revised effective date. Material changes will be communicated where required. Changes will not remove rights that have already arisen under an existing transaction.
Raise order or service concerns through Zala’s available support channels. You may also use any consumer complaint or legal process available to you.
These terms are governed by the laws of Bhutan. Nothing in them limits access to a competent court or consumer authority.