FARM SOURCED · EVIDENCE EXPLAINEDCancellation, replacement and refunds
A practical, food-specific resolution policy for cancellations, delivery problems, damaged packs, wrong items and quality concerns.
Before dispatch
Request cancellation as soon as possible; eligibility depends on the recorded order state.
After delivery
Wrong, missing, damaged, leaking, unsealed or quality-concern items can be reported with order evidence.
Food-safe handling
Returned consumables are quarantined or disposed under procedure—not automatically resold.
What to expect, step by step.
How to request a cancellation
Use Order Support with the order number and purchase email as soon as you decide to cancel. A request can be accepted only while the order remains in an eligible pre-dispatch state. If fulfilment has already progressed too far to stop safely, delivery and post-delivery rules will apply.
Issues that can be assessed
Zaivik can assess a wrong or missing item, materially damaged or leaking pack, compromised seal, delivery failure, a product received outside the disclosed shelf-life rule, or a genuine quality or safety concern. Eligibility depends on the order, item, evidence, condition and applicable law—not on a blanket no-questions-asked return promise.
What to send with the request
Provide the order number, purchase email, affected item and quantity, a concise description, and clear photographs of the outer package, product pack, seal, label and batch or lot code where relevant. Keep the product and packaging until support gives handling instructions. Do not consume an item you reasonably believe may be unsafe.
Change of mind and opened food
Change-of-mind returns may be restricted for consumable products, especially after opening, because food safety and chain-of-custody cannot be restored. A preference difference, normal product variation or damage caused after delivery does not automatically qualify, but Zaivik will still record and assess a genuine quality concern.
Replacement, partial refund or full refund
The resolution follows the verified scope of the issue. Zaivik may replace the affected item, refund the eligible affected value, refund the full order where appropriate, or explain why the request is not eligible. A replacement is linked to the original order and has its own fulfilment record.
Return handling and product safety
Do not send food back without instructions. When physical return is necessary, the route will be arranged or explained by support. Returned food is quarantined, investigated or disposed under the applicable procedure and is never automatically restored to sellable inventory.
How refunds move
Zaivik separately records approval, initiation, processing, completion and failure. An approved online-payment refund is sent to the original payment route unless another lawful route is agreed. Bank or payment-provider posting time begins after initiation and can vary; Zaivik will retain the refund reference for follow-up.
Quality and safety escalation
A product-quality concern is linked to the SKU and batch or lot where available so the issue can be investigated beyond a single support ticket. If you believe a packaged food presents a regulatory safety concern, you may also use FSSAI’s official Food Safety Connect grievance route.
Your statutory rights
This policy operates alongside applicable Indian consumer and food law. It does not remove a remedy that cannot lawfully be excluded. Zaivik may update the policy prospectively; the purchase-time version remains connected to the order.
Questions customers ask before they order.
Can I cancel a Zaivik order after payment?
You can request cancellation while the order is still in an eligible pre-dispatch state. If approved, the payment moves through the recorded refund process. Once dispatch has progressed, the post-delivery policy applies.
Can I return an opened food pack because I changed my mind?
Change-of-mind returns of opened consumable food may be restricted because its safety and chain of custody cannot be restored. A genuine damage, seal, wrong-item or quality concern is assessed separately.
What evidence helps with a damaged or quality-concern claim?
The order number, purchase email, photos of the shipping pack and product, seal condition, label, batch or lot code, affected quantity and a clear description help support assess the issue.
Where will an approved refund be sent?
Online-payment refunds normally return to the original payment route. Processing time after initiation depends on the bank or payment provider; Zaivik retains a reference so the status can be followed.
Bring the order number. We'll follow the record.
For the quickest assessment, include the purchase email and any relevant pack, seal, label, batch or delivery photographs.