Last updated: 30 August 2026

At Zarista, we take great care in packing and shipping every order. Since we sell food products, our policy prioritizes replacement over refund wherever possible  this ensures you always receive a fresh, quality product rather than waiting on a monetary refund.

FSSAI License No.: 22725922001207

1. Our Approach: Replacement First

For food items, we replace before we refund. This means:

If something goes wrong with your order, our first step is always to send you a free replacement.
A refund is only issued if a replacement is not possible (e.g. the product is out of stock) or if the order never arrived at all.

2. When You’re Eligible for a Free Replacement

We’ll send a replacement at no extra cost if:

• The product arrives damaged, spoiled, or expired
• The packaging was tampered with or broken upon delivery
• You received the wrong product or wrong quantity
• Part of your order arrived damaged (e.g. 1 of 3 jars)   we’ll replace only the affected item(s)

You must report the issue within 24 hours of delivery, along with a clear photo or short video of the product and its packaging. This shorter window (compared to non-food items) is because spoilage and freshness are time-sensitive.

3. When a Refund Applies Instead

We’ll issue a refund only if:

• The same product is out of stock and a replacement isn’t possible
• Your order was lost in transit and never delivered
• You cancel before the order ships (see Section 6)

4. Not Eligible for Replacement or Refund

To keep this fair and manageable for a food business, we’re unable to offer a replacement or refund if:

The claim is based on personal taste preference rather than a quality issue
The product was opened, consumed, or used and shows no defect, damage, or contamination
The report is made after 24 hours of delivery
Damage occurred due to improper storage after delivery (e.g. exposure to heat or moisture)
The issue is due to an incorrect delivery address provided by the customer

5. How to Request a Replacement or Refund

Contact us at info@velos-global.com or +91 9217104378 within 24 hours of delivery.
Include your order number, a clear photo/video of the product and packaging, and a short description of the issue.
We’ll review and respond within  1–2 business days with next steps.

6. Order Cancellations

Orders can be cancelled free of charge before they are shipped.
Once shipped, orders cannot be cancelled but you may raise a replacement/refund request on delivery if it meets the conditions above.

7. Refund Timelines (When Applicable)

Refunds are processed to your original payment method within  5–7 business days of approval.
For Cash on Delivery (COD) orders, refunds are sent via  bank transfer or a cheque after you share the required details.
You’ll receive an email confirmation once the refund is processed.

8. Contact Us

Zarista
Email: info@velos-global.com
Phone/WhatsApp: +91 9217104378