Customer Terms & Conditions

Zknit is a marketplace where you can purchase unique desi ethnic wear – apparel & accessories directly from Vendors i.e. our vendors around Canada & USA. Please read on to find out more about your rights, as well as what is expected of you, as a Customer.

This policy is a part of our Terms of Use. By shopping on Zknit, you’re agreeing to this policy and our Terms of Use.

1. Understanding Zknit’s Limitations as a Marketplace

Zknit provides a marketplace for Customers to discover and purchase from Vendors in Canada & USA. By shopping on Zknit, you understand that:

1. You are not buying directly from Zknit, but from one of the many Vendors on Zknit;
2. Zknit does not pre-screen items sold on Zknit and therefore does not guarantee or endorse any items sold on Zknit or any content posted by Vendors (such as photographs, language used in listings or shop policies), however Zknit will take into cognizance any issue or complaint about a shop/vendor or its product from the customer and investigate the issue and act accordingly. The decision of Zknit will be considered final in all such issues;
3. Each Vendor on Zknit has their own processing times and shop policies; and
4. You assume responsibility if you provide your own materials for a custom order.

As a member of the community, you have the opportunity to flag an item or a shop that violates any of Zknit’s policies. Flagging is confidential.

2. Communicating with Other Zknit Members

Messages

You can use Zknit’s Messages (“Messages”) tool to communicate directly with Vendors. Messages are a great way to ask Vendors any questions you have about an item or an order. Messages must not be used for the following activities:

1. Sending unsolicited advertising or promotions, requests for donations or spam;
2. Harassing or abusing another member 
3. Contacting someone after they have explicitly asked you not to;
4. Interfering with a transaction or the business of another member. or
5. Exchanging personal contact, financial or other information for the purposes of making an off-platform transaction, including phone number, address, email, social media handles, external URLs, instructions for money transfer, QR codes, etc.

Always use caution when exchanging any personal information which is not strictly necessary for the completion of a transaction.

Interference
Interference occurs when a member intentionally interferes with another member’s shop in order to drive away their business. Interference is strictly prohibited on Zknit. Examples of interference include:

1. Contacting another member via Messages to warn them away from a particular member, shop, or item;
2. Posting in public areas to demonstrate or discuss a dispute with another member;
3. Purchasing from a Vendor for the sole purpose of leaving a negative review;
4. Maliciously clicking on a competitor’s Promoted Listings ads in order to drain that member’s advertising budget, also known as “click fraud”.

Harassment and Discrimination

Any use of Messages to harass other members is strictly prohibited. Similarly, Messages may not be used to support or glorify hatred or discrimination.

3. Purchasing an Item on Zknit

When you buy from a shop on Zknit, you’re directly supporting an independent business or entity, each with its unique listings, policies, and processing times. By making a purchase from a Vendor on Zknit, you agree that you have:

1. Read the item description and shop policies before making a purchase;
2. Submitted appropriate payment for item(s) purchased; and
3. Provided accurate delivery information to the Vendor.

You also agree to comply with our Zknit Gift Card, Credits & Coupons Policy when you purchase or redeem Zknit Gift Cards, Zknit Credits or Zknit Coupons.

When purchasing from Vendors using Zknit through Stripe, Customers may authorise a payment with any major credit or debit card accepted by Stripe, with Zknit Gift Cards, Zknit Credits and Zknit Coupons (subject to applicable limitations. See Zknit Gift Card, Credits & Coupons Policy, by certain bank transfer services, through Stripe (where available), Apple Pay, Google Pay (where available).

By using a third-party service, you may also be subject to an agreement with the third party. For example, Apple Pay is a third-party service provided by Apple Inc. and is subject to the Apple Pay Terms and Conditions. Google Pay is a third-party service provided by Google Payment Corp. and is subject to the Google Pay Terms of Service for US users, non-US users. 

When purchasing using Stripe, Customers may pay through Stripe only. Zknit may share your personal or transactional information with those third-party service providers for purposes related to payments processing. ​​The provider and processing time for your payment will vary based on the country in which you’re located. If there are insufficient funds in your bank account when our provider processes the payment for your purchase, Zknit reserves the right to contact you directly and to seek payment.

For the safety of our community, and to avoid scams and fraud, all transactions must take place through the Zknit checkout system, and only transactions that take place through the Zknit checkout system are eligible for our case system. It is prohibited to share contact information or QR codes for the purposes of making an off-platform transaction. If you need to discuss the details of your order with your Vendor, please keep your communication on the Zknit platform (via Messages).

4. Leaving a Review of an Item

Reviews are a great way to learn about a Vendor’s items, help good Vendors build a strong reputation, or help warn other Customers about a poor experience.

You can leave a review, including a one to five star rating and a video or photograph of your purchase, for 30 days from the earlier date of your item’s confirmed delivery (where the delivery company’s delivery record is available) or from your item’s estimated delivery date. 

By leaving a review, video, or photograph, you acknowledge that your content may not violate our rules for Creating and Uploading Content in Section 5, in addition to the following:

1. Contain graphic, mature, or obscene language or imagery, or any content that is subject to our nudity and sexual content policy;
2. Be about things outside the seller’s control, such as a delivery company, Zknit or a third party;
3. Include shilling or otherwise falsely inflate a shop’s review score;  
4. Undermine the integrity of the Reviews system.

By uploading a video or photograph to one of Zknit’s websites or Zknit’s mobile app, you warrant that:

1. You own the content or you have the rights or permission to use the content; and
2. You understand that, as stated in Zknit’s Terms of Use, Zknit has license to use any content you provide to Zknit.

Vendors may also respond to reviews. Vendors’ responses to reviews must also comply with this policy. Vendors may report reviews that violate our Terms of Use. 

We reserve the right to remove reviews, videos, or photographs that violate our policies or Terms of Use.

5. Creating and Uploading Content

As a member of Zknit, you have the opportunity to create and upload a variety of content, like Messages, text, photos, and videos. In order to keep our community safe and respectful, you agree that you will not upload content that:

1. Contains hateful or derogatory language or imagery, or any content that is subject to our Discrimination and Hateful Content Policy;
2. Contains threats, harassment, extortion, or violates our rules about interference;
3. Violates someone else’s intellectual property rights;
4. Is false, deceptive, or misleading;
5. Contains unsolicited advertising or promotions, requests for donations, or spam;
6. Contains private information, whether it is your own, or someone else’s;
7. Encourages or facilitates an off-platform transaction;
8. Contains prohibited medical drug claims; or
9. Sexualises minors under the age of 18;
10. Violates any of the rules described in our Prohibited Items Policy .

Members may not use Zknit services such as Messages, Favourites, or Collections to make inappropriate use of otherwise compliant content, whether overtly or through contextualisation. This includes, for example, the aggregation of content with the intent of sexualising minors.

Some content on Zknit is subject to additional requirements. Please see the related sections above.

6. Reporting a Problem with an Order or Returning an Item

Zknit’s Case System

Although Zknit is not directly involved in a transaction between a Customer and a Vendor, we provide a case system in the unlikely event that your order does not go as expected and you are unable to reach a resolution with the Vendor. If you experience an order issue, the first thing you must do is contact the Vendor by selecting Help with Order within the Purchases and Reviews section of your account. Vendors should be given 72 hours to try to resolve the issue. After this period, you can use Zknit’s case system to alert Zknit of an unresolved order issue in the event of non-delivery, late delivery, damage, or if an item you receive is not as described in the listing. By using Zknit’s case system, you understand that Zknit may use your personal information for the purpose of resolving disputes with other members. Refunds issued by Zknit will be in your original form of payment, and if such payment is not available or you agree to be refunded in the form of Zknit credit, an Zknit credit will be issued.

Ineligible Transactions
Unless required by law, some disputes don’t qualify for Zknit’s case system. These include:

1. Items that have been altered, used, worn, washed, or discarded after receipt.
2. Items that are returned without a return agreement.
3. Items that are accurately described but don’t meet a Customer’s expectations.
4. Cost of postage or Charges disputes.
5. Items that are purchased in person.
6. Transactions where payment is not processed by Zknit Payments, for example in an offsite transaction.
7. Disputes covered by local warranty or return laws applicable to a Vendor or their product

Wherever a qualifying case is escalated for Zknit’s review, we will evaluate the claim to the best of our ability. Please be prepared to supply video evidence and additional documentation if requested.

Please read Return and Exchange Policy details. 

Requesting a Cancellation

Only Vendors may cancel transactions. Note that all cancellations must comply with our Discrimination and Hateful Content Policy.

Returning an Item

Each Vendor has his or her own return policies, which should be outlined in their Shop Policies. Not all Vendors accept returns, but if a product arrives damaged and/or not as per listing description, then Zknit will investigate the video evidence provided by the customer and decide on the case accordingly. If Zknit accepts the return request, then the customer will get replacement at no additional cost and if replacement is not possible by the vendor, then the customer will be refunded the full amount paid by Zknit. 

Please read Return and Exchange Policy details.