Narwana Road, Patran-147105 Distt. Patiala (Punjab)
Phone:+91 77106 05055
Narwana Road, Patran-147105 Distt. Patiala (Punjab)
Phone:+91 77106 05055
Zelora Naturals™
Nature’s Taste, Your Smile.
At Zelora Naturals™, we are committed to providing quality food products that are accurately described, properly packed and handled with care.
This Return Policy explains the circumstances under which customers may request a return, replacement or other appropriate remedy for products purchased through our official website, www.zeloranaturals.com.
As our business primarily deals in packaged food products, certain restrictions apply to returns for reasons of food safety, hygiene, freshness and quality assurance.
However, nothing in this policy limits or overrides any mandatory consumer rights or remedies available under applicable Indian laws.
Zelora Naturals™ follows a No Change-of-Mind Returns Policy for correctly delivered food products.
For food safety, hygiene and quality assurance reasons, we generally do not accept returns or exchanges of correctly delivered food products solely because a customer changes their mind, no longer wants the product or is dissatisfied with a personal taste preference.
This policy applies to both opened and unopened food products.
However, customers may request appropriate remedies where products are:
Damaged or broken during delivery
Leaking or improperly sealed
Incorrectly supplied
Missing from an order
Defective or contaminated
Expired or unsafe for consumption
Materially different from the product ordered or described
Otherwise eligible for a remedy under applicable consumer protection laws
Each complaint will be reviewed fairly according to its circumstances and applicable law.
This policy applies to food products purchased directly through Zelora Naturals™, including:
Plain and Flavoured Makhana (Fox Nuts)
Chutneys
Dry Fruits and Nuts
Dry Fruit and Seed Mixes
Chia Seeds and Other Seeds
Muesli and Breakfast Products
Packaged Snacks
Other Food and Beverage Products
Products purchased from third-party marketplaces or independent retailers may also be subject to their respective return procedures, without affecting statutory consumer rights.
Returns, replacements or refunds may be considered when a product has a genuine defect, delivery-related problem or another issue requiring a remedy under applicable law.
Customers should contact our support team as soon as reasonably possible after discovering the issue.
We may request:
Order number
Customer name
Registered mobile number or email address
Delivery date
Description of the problem
Photographs of the product and packaging
Product batch number, where available
Manufacturing or expiry details, where relevant
Other reasonably necessary information for verification
An unboxing video may be submitted voluntarily but is not mandatory.
For delivery issues that are reasonably identifiable immediately upon receipt, customers are requested to report the problem preferably within 48 hours after delivery.
These issues may include:
Visible product damage
Broken glass jars
Leaking food containers
Torn or punctured packaging
Incorrect products or flavours
Incorrect pack sizes or quantities
Missing products
Early reporting helps us investigate courier and fulfilment issues promptly.
Important: The 48-hour period is a preferred reporting timeframe, not an absolute cutoff for all complaints.
Customers retain their rights to report latent manufacturing defects, expired products, food-safety concerns and other legally valid issues discovered later.
If a product arrives damaged, broken, leaking or with compromised packaging, customers should contact us promptly.
Examples include:
A broken Lemon Chutney glass jar
Leakage from a chutney container
A torn or punctured makhana pouch
An improperly sealed food package
Packaging damage that affects product safety
Customers are requested to provide clear photographs where reasonably possible.
Products suspected to be unsafe should not be consumed.
After reviewing the complaint, we will provide an appropriate remedy, such as a replacement, refund or another legally required resolution.
For verified issues attributable to us or our delivery arrangements, customers will not be charged additional replacement or return shipping fees.
If a customer receives a product different from the one ordered, they should contact our support team preferably within 48 hours after delivery.
Examples include:
Receiving Tomato Makhana instead of Mint Makhana
Receiving the wrong chutney variety
Receiving an incorrect pack size
Receiving an incorrect quantity
We may verify the order details, product photographs and fulfilment records.
Where the error is established, we will arrange an appropriate correction, replacement or refund without additional shipping charges for correcting our error.
If an item is missing from an order, customers should contact us preferably within 48 hours after delivery.
We may review:
Order confirmation
Invoice or order details
Packing records
Courier information
Customer-provided evidence
Where an item is confirmed missing, we will arrange delivery of the missing item, a refund or another appropriate resolution.
We take product quality and food safety concerns seriously.
Customers should stop consuming a product if they reasonably believe it is contaminated, defective, expired or otherwise unsafe.
Where possible, customers should retain the product, packaging and relevant batch information for investigation, unless retaining the product creates a health or safety risk.
We may request photographs, batch details and other relevant information.
A genuine quality or manufacturing defect may become apparent only after a package has been opened.
Such complaints will not automatically be rejected solely because the product has been opened or partially consumed.
Appropriate remedies will be provided where required by applicable law.
Correctly delivered food products are generally not returnable solely because of a change of mind, whether opened or unopened.
This includes situations where:
The customer no longer wants the product.
The customer prefers another flavour.
The customer selected the wrong pack size.
The customer personally dislikes the taste of a product that otherwise conforms to its description and quality requirements.
The product has been opened without any genuine quality or fulfilment issue.
However, opened or partially consumed products may still qualify for appropriate remedies where a genuine defect, contamination, food-safety issue or other legally protected problem exists.
We do not ordinarily accept returns or exchanges merely because:
The customer changes their mind after ordering.
The customer no longer requires the product.
The customer prefers a different product or flavour.
The customer made an incorrect selection while placing the order.
The customer dislikes a product’s personal taste characteristics despite receiving the product as described.
These restrictions apply only where the product was correctly supplied and otherwise meets applicable quality, safety and description requirements.
They do not override statutory consumer rights.
Customers must contact our support team before sending any product back.
The customer should provide the order number, complaint details and relevant supporting information.
Our team will review the request and communicate the appropriate next steps.
Where a physical return or collection is necessary, we will provide instructions.
Customers should not independently send food products to an unspecified return address.
For certain food-related complaints, returning the affected product may be unnecessary or inappropriate.
Examples include:
Broken glass jars
Leaking food containers
Products with compromised packaging
Missing items
Other cases where sufficient evidence is available without physical collection
We may review photographs, order details, packaging information and other relevant evidence to determine an appropriate resolution.
Where a refund or replacement is warranted, we may provide it without requiring a physical return.
However, we may request retention or collection of the affected product where reasonably necessary for investigation, quality control or legal compliance.
Where a physical return or collection is required because of a verified defect, damage, incorrect product or another issue attributable to us, reasonable return or collection costs will be borne by Zelora Naturals™.
Customers will not be charged additional return or replacement shipping fees for correcting verified seller or fulfilment errors.
Where a return is requested for a reason not covered by this policy, we may decline the request, subject to applicable law.
We may investigate return and replacement requests to verify the circumstances of the complaint.
Verification may include reviewing:
Order records
Customer-provided photographs
Packaging condition
Product labels and batch details
Delivery records
Packing and fulfilment information
Other relevant evidence
Our verification process is intended to support fair complaint resolution and maintain food-safety standards.
We will not impose unreasonable evidence requirements that improperly prevent customers from exercising statutory rights.
Where a replacement is an appropriate remedy, we will arrange it subject to product availability and the circumstances of the complaint.
If the original product is unavailable, we may provide a refund or another mutually acceptable and legally appropriate resolution.
Customers will not be charged additional shipping fees for replacements required because of verified defects or errors attributable to us.
In certain circumstances, we may approve a refund without requiring the customer to physically return the affected food product.
Approved refunds will be processed according to our Refund, Returns and Cancellation Policy and applicable legal requirements.
Where a product presents a potential safety risk, customers should follow appropriate safety instructions regarding retention or disposal.
Products purchased during promotional campaigns, seasonal sales, special offers or discounted events are subject to the same general food-related change-of-mind return restrictions.
However, promotional or discounted products remain eligible for applicable remedies where they are defective, damaged, expired, unsafe, incorrectly described or wrongly supplied.
A discounted selling price does not remove statutory consumer rights.
If a shipment is returned by a courier because delivery could not be completed, we will review the circumstances.
Possible reasons include:
Incorrect or incomplete delivery information
Customer unavailability
Delivery refusal
Courier-related delivery failure
An unserviceable delivery location
Other logistical difficulties
Any cancellation, refund, redelivery or other resolution will be determined according to the circumstances, our Refund, Returns and Cancellation Policy and applicable consumer protection requirements.
We reserve the right to investigate claims that appear fraudulent, deliberately misleading or abusive.
Where permitted by law, claims established to be fraudulent may be declined.
We will not reject legitimate consumer complaints solely because a customer cannot provide an unboxing video or reports a defect after opening the product.
Nothing in this section limits genuine statutory consumer rights.
Customers are requested to:
Provide accurate order and delivery information.
Review product descriptions before ordering.
Follow storage and handling instructions.
Report visible delivery issues promptly.
Provide accurate complaint information.
Retain relevant packaging and batch information where reasonably possible.
Avoid consuming products suspected to be unsafe.
Failure to meet a requested procedure does not automatically extinguish legally available consumer remedies.
This Return Policy should be read together with our:
Refund, Returns and Cancellation Policy
Shipping and Delivery Policy
Terms and Conditions
Privacy Policy
Refund processing, cancellation requests and related payment matters are governed by the applicable provisions of our Refund, Returns and Cancellation Policy.
Where any website policy conflicts with mandatory applicable law, the legal requirement will prevail.
Customers may submit return-related complaints through our official support channels.
For complaints covered by applicable Indian e-commerce consumer-protection requirements, we will arrange for acknowledgement within 48 hours, provide a copy of the recorded complaint where required, and aim to resolve the complaint within one month of receipt.
Where additional investigation is required, we may request relevant information and communicate updates as appropriate.
Customers retain the right to seek remedies through competent consumer protection authorities.
We may update this Return Policy to reflect changes in:
Products and packaging
Business operations
Return procedures
Delivery arrangements
Customer support processes
Applicable laws and regulations
The revised policy will be published on our website with an updated date.
Changes will not retrospectively remove statutory consumer rights applicable to earlier purchases.
For questions regarding returns, replacements, damaged products, product quality or order-related complaints, please contact:
Website: www.zeloranaturals.com
Email: support@zeloranaturals.com
Contact Number: 7710605055
Please include your order number whenever possible to help us investigate your request efficiently.
This Return Policy is intended to operate in accordance with applicable Indian consumer protection and food safety laws.
Nothing in this policy excludes, restricts or overrides any mandatory statutory rights or remedies available to consumers.
Where any provision conflicts with applicable mandatory law, the relevant legal requirement will prevail.
Zelora Naturals™
Nature’s Taste, Your Smile.
Website: www.zeloranaturals.com
Email: support@zeloranaturals.com
Contact Number: 7710605055