Cancellation and Refunds

This policy explains how to cancel an order placed with Welkin Convergence Private Limited, the company behind Group Welkin and the Ziya brand, and when we refund you.

We sell two quite different things, and they cannot be governed by the same rule. Ziya gift boxes are made to order, paid for on this website, and delivered within Hyderabad. Bulk corporate gifting runs on a written quotation and a purchase order, in quantities from 50 to 10,000 or more, and is branded for one customer. Each has its own section below. If you are not sure which applies to you, call us on +91 77024 47475 and we will tell you.

Ziya gift boxes

In short: cancel free of charge before we start making your box. After that we cannot cancel it, because it is food made for you.

Cancelling before we start

You can cancel a Ziya order and receive a full refund, with no fee and no questions, at any point before we begin making your box.

Because every box is made to order rather than taken off a shelf, that moment comes sooner than it would for most online purchases. We usually begin the batch the evening before your chosen delivery date. If you want to cancel, tell us as early as you can.

To cancel, do one of these. Either works, and both reach the same desk.

• WhatsApp or call +91 77024 47475
• Email gifting@groupwelkin.com with your order reference

We will confirm your cancellation in writing. If you have not had a confirmation from us, please assume the cancellation has not gone through and call.

Cancelling after we have started

Once we have begun making your box we cannot cancel it or refund it. Everything in a Ziya box is fresh food, prepared for your order, and it cannot be returned to stock or sold to somebody else.

This is the one part of this policy where we cannot be flexible, and we would rather say so plainly than discover it with you on the day.

If something is wrong when it arrives

Separately from cancellation, we stand behind what we send.

• If your box arrives damaged, we replace it or refund you in full. Your choice, not ours.
• If we miss the delivery date you chose, we replace it or refund you in full.
• If the box is not what you ordered, the same applies.

Tell us within 48 hours of delivery on WhatsApp or by email, and send a photograph if the problem is something we can see. The photograph is to help us fix our own process, not to make you prove anything.

How refunds reach you

Refunds go back to the same method you paid with, through Razorpay. We start the refund within one working day of agreeing it. Your bank or card issuer then takes its own time, usually five to seven working days, and that part is outside our control.

We do not refund to a different account, and we do not give store credit instead of money unless you ask us for it.

Bulk corporate gifting orders

In short: cancellation depends on how far along your order is, because branded stock cannot be resold.

Bulk orders are governed by the written quotation and purchase order agreed with our sales team, and those documents take precedence over this page where they differ. As a general position:

• Before artwork sign-off, you can cancel at no cost.
• After artwork sign-off but before branding begins, you can cancel and we will refund you, less any cost we have already committed on your behalf. We will show you what that is.
• Once branding or personalisation has begun, the order cannot be cancelled. A gift carrying your logo has no value to anyone else, so we cannot return it to stock.

Short deliveries and damage in transit are handled separately from cancellation. Across a few hundred addresses a small number of pieces will always arrive damaged, which we budget for openly. Report the shortfall with the delivery reference and we replace the pieces.

Orders we cancel

Occasionally we cancel an order ourselves. It happens rarely, and the usual reasons are that an address turns out to be outside the area we deliver to, or that we cannot make a delivery date in time.

When we cancel, you get a full refund, always, and we tell you why before we do it.

Questions about a refund

Call +91 77024 47475, Monday to Saturday, 9.30am to 6.30pm, or write to gifting@groupwelkin.com. If you are chasing a refund that has already been agreed, please have your order reference to hand.

Welkin Convergence Private Limited, Welkin Campus, 4-123/1, Survey No. 120/5, Dommara Pochampally Village, Gandi Maisamma, Hyderabad, Telangana 500043.