Zepto

I placed an order through Zepto app on 27.07.2026 at 10.01 pm. The order included two glass bottles one was Ocean Lumi Bottle Borosilicate glass and another one was Borosil borosilicate glass crysto water bottle and one Limca. The Borosil bottle was advertised and sold as leak-proof. However, upon using the bottle, I found that it is not leak-proof and leaks during normal use. This makes the product defective and unfit for its intended purpose and I shared video of the problem as well. I contacted your customer support seeking a refund or replacement. However, I received the following response: "I'm sorry for the inconvenience caused. We reviewed the details for this concern regarding the Borosil Borosilicate Glass Crysto Water Bottle With Blue Lid. Our verification, including seller checks, product images, and order records, does not show visible damage or physical condition issues with the product delivered. Regretfully, we won't be able to process a refund or replacement for this request." My complaint is not about visible physical damage. The issue is that the bottle fails to perform the very function for which it was sold, it is not leak-proof. I requested the team that my complaint be reviewed based on the actual defect reported and not solely on the absence of external damage. Denying a genuine complaint without properly addressing the functionality of the product is unfair and contrary to basic consumer service standards. But their response was as follows: "Thank you for contacting us. We understand your concern regarding the condition of the item delivered. We’ve carefully reviewed the delivery images associated with your order and can confirm that the product was handed over in intact condition. Based on this verification, we regret to inform you that we will not be able to process your request further."