We want you to be happy with what you ordered. This policy explains when an order can be cancelled, when a product can be returned or replaced, and how refunds are processed.
It should be read alongside our Shipping Policy and Terms of Service.
You can cancel any order that has not yet been shipped. Email us at info@theziist.com with your order number and we will confirm the cancellation. Refunds for cancelled orders are processed within 7 business days of the cancellation being acknowledged.
Once an order has left our warehouse it cannot be cancelled. If you no longer want it, please refuse the delivery or contact us and we will advise.
ZIIST Alchemy Private Limited reserves the right to cancel any order at its discretion, including where an order cannot be verified, where a delivery address is unserviceable, or where an order appears to be placed for resale. We may contact you by phone or email to confirm an order before shipping it. Where we cancel an order, you receive a full refund.
Our products are consumables and personal-care items, so we are not able to accept returns simply because you have changed your mind or did not like the product.
We will accept a return and issue a refund or replacement in the following cases:
Contact us at info@theziist.com with:
Report a damaged, incorrect or incomplete delivery within 48 hours of receiving it. All other eligible issues should be reported within 7 days of delivery. We may not be able to accept requests raised after these windows, because claims against our courier partners close quickly.
An unboxing video is not mandatory, but it settles most claims immediately.
We will acknowledge your request and give you an outcome within 7 working days.
Where a physical return is needed, we arrange a reverse pickup from your delivery address at our cost for all eligible claims. Please keep the product in its original packaging until it is collected.
Returned items are inspected by our quality team on arrival. Once the return passes inspection, we initiate your refund or dispatch your replacement.
Refunds are issued to your original payment method within 7 business days of the return passing inspection. Depending on your bank, the credit can take a further 3–5 working days to appear.
You may choose either a bank transfer to an account in your name, or ZIIST store credit usable across our site. Store credit is issued immediately; bank transfers are processed within 7 business days of us receiving your account details.
Where a return is accepted under Section 2, any shipping charge you paid is refunded in full and the reverse pickup is free. Where an order is returned to us because delivery could not be completed, the original shipping charge is not refundable.
If a refund has not reached you within 14 days of confirmation, email info@theziist.com and we will escalate it.
If you would prefer a replacement rather than a refund, tell us when you raise the request.
Replacements are subject to stock availability. Where the product is unavailable, we will offer you a refund or an alternative product of equivalent value.
Sleep Club memberships are billed in advance for the membership period.
You may cancel at any time, and your membership will remain active until the end of the period already paid for. We do not refund the unused portion of a current membership period, except where the service has not been made available to you.
If your order is significantly delayed in transit, different remedies apply, including a full refund for prepaid orders and free cancellation for COD orders. See the Delayed Delivery section of our Shipping Policy.
Email:
info@theziist.com
Phone: 7982541014
Support hours: Monday to Saturday, 10:00 AM – 6:00 PM IST
We aim to respond to every request within 24–48 business hours.
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