Refund & Cancellation Policy
Last updated: January 17, 2025
Customer Satisfaction Guaranteed
At Zaitri, we stand behind the quality of our products. If you're not satisfied with your order, we're here to help with cancellations, returns, and refunds.
1. Order Cancellation
Before Shipment (Full Refund)
- You can cancel your order anytime before it's shipped
- Go to My Orders → Select Order → Click "Cancel Order"
- Full refund will be processed to your original payment method
- Refund time: 5-7 business days
After Shipment (Not Allowed)
Once your order is shipped, cancellation is not possible. However, you can refuse delivery or return the product if it meets our return criteria (see Return Policy below).
Cash on Delivery (COD) Orders
- COD orders can be cancelled before dispatch
- After dispatch, you can refuse delivery at your doorstep
- Refused COD orders incur no charges
2. Return Policy
Important: Due to the perishable nature of food products, we accept returns ONLY under specific conditions.
✅ Returns Accepted If:
- Damaged Product: Package is broken, crushed, or product is damaged during transit
- Wrong Product: You received a different product than ordered
- Expired Product: Product is past its expiry date or best before date
- Quality Issues: Product is spoiled, has foul smell, or unfit for consumption
- Tampered Packaging: Seal is broken or packaging shows signs of tampering
- Missing Items: Some items are missing from your order
❌ Returns NOT Accepted If:
- You changed your mind after delivery
- Product taste doesn't match your expectations (subjective preference)
- Product was stored improperly after delivery
- You ordered the wrong product by mistake
- Product consumed partially or completely
- Return request made after 24 hours of delivery
3. Return Process & Timeline
Report Issue (Within 24 Hours)
Contact us immediately via phone, email, or WhatsApp. Provide:
- Order number
- Clear photos/videos of the defective product
- Description of the issue
Verification (1-2 Business Days)
Our team will review your complaint and evidence. If approved, we'll arrange:
- Replacement shipment, OR
- Full refund to your payment method
Pickup (If Required)
For damaged/wrong products, we may arrange a pickup. Keep the product in its original packaging.
Resolution (3-7 Business Days)
Refund will be credited or replacement will be shipped.
4. Refund Methods & Timeline
| Payment Method | Refund Time | Refund To |
|---|---|---|
| UPI / Wallets | 2-3 business days | Original UPI ID / Wallet |
| Credit / Debit Card | 5-7 business days | Original Card |
| Net Banking | 5-7 business days | Original Bank Account |
| Cash on Delivery | 7-10 business days | Bank Account (Provide Details) |
Note: Refund timelines may vary depending on your bank or payment provider. If you don't receive your refund within the stated time, please contact your bank first, then reach out to us.
5. Partial Refunds
Partial refunds may be issued in the following cases:
- Missing Items: Refund for the missing item(s) only
- Damaged Items in Multi-Item Order: Refund/replacement for damaged items only
- Promotional Discounts: Refund amount will exclude promotional discounts if conditions are not met
6. Non-Refundable Charges
The following are NOT refundable:
- Delivery charges (unless the return is due to our error)
- Gift wrapping or special packaging fees
- Service charges or handling fees
Contact Us
For refund inquiries or assistance:
Company: Zaitri Food Im-ex Pvt Ltd
Email: support@zaitri.com
Phone: +91-8653832302
Address: Kolkata, West Bengal, India
Business Hours: Monday - Saturday, 9:00 AM - 8:00 PM IST