Return & Refund Policy

Effective date: 3 July 2026

At Zeliva, your satisfaction matters to us. Because our products are food items, this Return & Refund Policy is designed to balance customer protection with the safety and hygiene requirements that apply to food goods. It explains when items can be returned, when you are eligible for a refund or replacement, and how the process works.

1. Returns

As we deal in food and consumable products, most items cannot be physically returned once delivered, for health and safety reasons. In most cases, if something is wrong with your order, we resolve it through a replacement or refund rather than asking you to ship the product back. A physical return may be requested by us only in specific cases, and if so, clear instructions will be provided to you.

2. Eligibility for Refund or Replacement

You may be eligible for a refund or replacement if:

• You received a damaged, defective, leaking, or expired product.
• You received an incorrect item or an incomplete order.
• The product quality was materially not as described at the time of delivery.

3. Non-Returnable / Non-Refundable Items

For health and safety reasons, the following are not eligible for return or refund:

• Opened, used, or partially consumed food products, unless they were defective or incorrect on delivery.
• Products damaged due to improper storage or handling after delivery.
• Items reported after the eligibility window described below.

4. Raising a Request

To request a refund or replacement, please contact our team within 48 hours of delivery with your order number, a clear description of the issue, and supporting photographs of the product and packaging where relevant. This helps us verify and resolve your request quickly. Requests raised after this window may not be accepted, subject to applicable consumer law.

5. Refund & Replacement Process

• Review: once we receive your request, we review it and may ask for additional details or photographs.
• Resolution: on approval, we will either dispatch a replacement or process a refund, based on your preference and stock availability.
• Refund timeline: approved refunds are issued to your original payment method within 7–10 business days, depending on your bank or payment provider.
• Wholesale orders: refunds or credit notes for wholesale purchases will be handled in accordance with the agreed commercial terms.

6. Cancellations

Orders may be cancelled before they are dispatched. Once an order has been dispatched, it can no longer be cancelled, but it may be handled under the terms above if there is a valid issue with the delivery.

7. Marketplace Orders

This policy applies only to direct orders placed on www.zeliva.com. Products purchased through Amazon, Flipkart, or any other marketplace are governed by that platform’s own return and refund policies, and any request for those orders must be raised through the respective platform.

8. Contact for Returns & Refunds

All return, refund, replacement, and complaint requests should be directed to our care team. We aim to review every case fairly and resolve it as quickly as possible.

Contact Us

For any questions about this policy or your dealings with Zeliva, please reach out to the relevant team below. Zeliva is operated by Espirion Industries.