Cancellation & Refund Policy
We want every Zitsoo order to arrive right. If something isn't, tell us and we'll fix it.
1. Cancelling an order
- Before we confirm it: cancel free in My account → Orders.
- After we confirm it but before the rider leaves: message us in the help chat or on WhatsApp; we'll cancel it if packing hasn't finished.
- After the rider has left the store: the order can't be cancelled, but you can refuse damaged or wrong items at the door.
- We may cancel if items are out of stock, the address is outside our area or can't be found, we can't reach you, or we suspect misuse. You're never charged for anything we cancel.
2. Check at the door
Please check your bag when the rider hands it over. If a pack is damaged, open, leaking or past its expiry date, don't accept it. Tell the rider; you won't be charged for it (Cash on Delivery) or it will be refunded (paid online).
3. Problems after delivery
Tell us within 24 hours of delivery in the help chat, on WhatsApp (+91 9821581067) or at help@zitsoo.com, with your order number and a photo. We help with:
- damaged, leaking or opened packs;
- expired or spoilt items, or a foreign object in a product;
- wrong items, or something missing.
We replace the item in your next delivery or refund it, as you prefer. Food can't be returned just because you changed your mind or didn't like the taste, for hygiene and safety reasons.
4. How refunds are paid
| You paid by | How you get it back | When |
|---|---|---|
| Online (UPI, card, net banking, wallet) | Back to the same account or card, automatically through Cashfree Payments | Started within 1 working day; reaches you in 5–7 working days, depending on your bank |
| Cash or UPI at the door | UPI to the number or UPI ID you give us, or Zitsoo coins | UPI within 5–7 working days after approval; coins straight away |
- If an online payment was taken but the order couldn't be placed (for example, an item sold out at that moment), we refund it in full, automatically.
- If your money was deducted twice or the order failed, the extra amount is refunded automatically; if you don't see it in 7 working days, contact us with the payment reference.
- Items missing at packing are taken off your bill before delivery, or refunded if you paid online.
5. Coupons, coins and offers
If a refunded order used a coupon, the coupon value isn't paid out. Coins used on a cancelled order are returned to your account. Coins earned on an order are removed if it is cancelled or refunded.
6. Refused or undeliverable orders
If you refuse a whole order without a valid reason or we can't reach you after calling and waiting about 10 minutes, online payments are refunded minus the delivery fee, and we may ask for online payment on your next orders.
Questions? Use the help chat, email help@zitsoo.com or WhatsApp +91 9821581067.