This policy explains how orders placed on theziist.com are processed, dispatched and delivered, and when an order can be cancelled, returned, replaced or refunded.
This policy should be read alongside our Terms of Service and Privacy Policy.
You will receive an order confirmation on your registered mobile number or email address as soon as your order is placed. Once your order leaves our warehouse, we will send you a tracking link so you can follow the shipment.
Tracking can take up to 24 hours to become active after dispatch. If tracking has not updated for more than 48 hours, email info@theziist.com with your order number and we will take it up with the courier.
Free shipping applies on prepaid orders above the minimum order value displayed on our website and at checkout.
Any applicable shipping charges are shown clearly at checkout before payment and are final.
Cash on Delivery is available on selected pin codes. A small cash-handling fee applies to COD orders and is shown at checkout before you confirm.
If COD is unavailable for your location, you can complete your order using UPI, cards or net banking. Our products are also available on major marketplaces where COD may be offered.
If your order contains more than one product, items may ship separately and arrive on different days. You will receive separate tracking information for each shipment. This is normal and does not mean anything is missing.
Orders are typically dispatched within 2 business days of confirmation. Delivery usually takes a further 4–8 business days, depending on your location and the courier serving your area.
Estimated delivery from the date of dispatch:
These are estimates, not guarantees. Delivery can be affected by weather, local restrictions, transport disruptions, courier delays, festive volumes and other circumstances outside our control.
Orders are processed Monday to Saturday, excluding public holidays.
We ship across India. Serviceability is determined by our courier partners and can be checked by entering your pin code at checkout.
If an order is placed for a pin code that later turns out to be unserviceable, we will contact you to arrange an alternative address or issue a full refund.
Our courier partners will attempt delivery and will normally make up to three delivery attempts before returning the parcel to us.
Please make sure the address and phone number you provide are complete and accurate. We are not responsible for delays caused by an incorrect address or an unreachable number.
If a shipment is returned to us undelivered, we will contact you. Re-shipping is subject to fresh shipping charges. Where a refund is issued in these circumstances, the original shipping charge is non-refundable.
If your delivery is delayed by more than 10 days beyond the estimated delivery date, email info@theziist.com with your order number and we will investigate immediately.
Refunds for delayed delivery: Once your request is confirmed, we initiate the refund to your original payment method. Refunds typically reflect within 7–10 working days from initiation, depending on your bank.
If a refund has not reached you within 14 days, email info@theziist.com and we will escalate it.
Before dispatch: You can cancel any order that has not yet been shipped. Email 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.
After dispatch: 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.
To change a delivery address, email info@theziist.com with your order number as soon as possible. We can usually help before dispatch, but once a shipment has left our warehouse, the address cannot be changed.
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 do not 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:
Email info@theziist.com with:
Reporting timelines: 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 can help settle claims quickly.
Please check your parcel on delivery. If the outer packaging looks damaged or tampered with, we recommend refusing the delivery and telling us straight away.
If you find an item damaged, missing or incorrect after opening the parcel, contact info@theziist.com within 48 hours of delivery with your order number and clear photographs of the product and its packaging.
Claims raised after this window may not be eligible for replacement. Recording a short unboxing video helps considerably when we raise a claim with the courier.
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.
Prepaid orders: 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.
Cash on Delivery orders: 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.
Shipping charges: Where a return is accepted under Section 10, 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.
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.
Products are shipped sealed and tamper-evident. On receipt, store them as directed on the label — generally somewhere cool and dry, away from direct sunlight, and out of reach of children.
Online orders are limited to a maximum of 10 units. For larger quantities or wholesale enquiries, email info@theziist.com and we will share bulk pricing.
We currently ship within India only. If you would like to see our products available in your country, email info@theziist.com and tell us where you are.
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 or query within 24–48 business hours.
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