Refund policy

Last updated: 28 July 2026

At ShilZen, every jar of Himalayan Shilajit resin is checked and sealed before it leaves our facility. If something still reaches you wrong or damaged, we will fix it. Please read this policy carefully so you know exactly what is covered and what is not.

1. What Is Covered

Returns and exchanges are accepted only in the following cases:

You received a wrong product — different from what you ordered
You received a defective or damaged product — broken seal, leaking jar, or damage during transit
You received an incomplete order — a missing item from a multi-product order

2. What Is Not Covered

Because Shilajit is a consumable wellness product, we cannot accept returns for:

Products that have been opened, used, or partially consumed, unless the item was wrong or defective on arrival
Change of mind, wrong item ordered by the customer, or no longer needed
Claims raised after the 3-day return window has closed
Products damaged due to mishandling, incorrect storage, or exposure to heat and moisture after delivery
Orders where the mandatory unboxing video is not available
Free items, gifts, or promotional products
Products not purchased from shilzen.in

3. Return Window

You must raise your return or exchange request within 3 days of delivery. Requests raised after this period cannot be processed, as the product is consumable and sealed for safety reasons.

4. Unboxing Video — Required

A clear, uninterrupted unboxing video is compulsory for every return and exchange claim.

Your video must show:

The sealed package with the shipping label clearly visible
The package being opened for the first time, in one continuous shot with no cuts or pauses
The product being removed and the issue clearly visible

Without this video, we are unable to verify the claim with our packing and courier records, and the request cannot be approved.

If the video is unavailable for a genuine reason, write to us with clear photographs of the product, the packaging, and the shipping label. Our team will review the case and take a fair decision on merit.

5. How to Raise a Request

Step 1 — Contact us within 3 days of delivery:
📧 support@shilzen.in
📞 +91 75058 78657

Step 2 — Share the following:

Order ID
Unboxing video
Photographs of the product and outer packaging
A short description of the issue

Step 3 — Our team reviews the claim and responds within 24–48 working hours.

Step 4 — Once approved, we arrange a free reverse pickup from your address. If pickup service is unavailable at your pin code, we will guide you on self-shipping and reimburse reasonable courier charges against a receipt.

6. Condition of Returned Products

The product must be sent back with:

Original packaging, jar, box, and spoon
All labels, seals, and tags intact
Any free gifts or promotional items received with the order
A copy of the invoice

Items returned incomplete or damaged after delivery may be rejected, and will be sent back to you.

7. Exchange

Exchange is available only for wrong or defective products. Once your claim is approved and the original product is picked up, the replacement is dispatched within 2–3 business days. Exchange for a different product, size, or variant is not available.

If the same product is out of stock, we will offer you a full refund instead.

8. Refunds

Once your returned product reaches our warehouse and passes quality check, your refund is approved.

Prepaid orders (Card, UPI, Netbanking): Refund is credited to the original payment source. The amount reflects in your account within 8–15 business days from the date of approval, depending on your bank or payment provider.
Cash on Delivery orders: Refund is transferred by bank transfer or UPI. You will be asked to share your account holder name, account number, IFSC code, or UPI ID. The amount is credited within 8–15 business days from the date of approval.

Shipping charges paid on the original order, if any, are refunded in full when the fault is ours.

9. Order Cancellation

You can cancel your order any time before it is dispatched. Write to support@shilzen.in with your Order ID and we will cancel it and process a full refund.

Once the order is dispatched, cancellation is not possible. Please refuse delivery or raise a return request as per this policy.

10. Damaged or Tampered Packages

If the package looks opened, wet, or tampered with at the time of delivery, do not accept it. Refuse the delivery and inform us on the same day. We will send a fresh replacement at no extra cost.

11. Need Help

Our support team is here for you Monday to Saturday, 10:00 AM to 6:00 PM IST.

ShilZen
Muzaffarnagar, Uttar Pradesh – 251001, India
📧 support@shilzen.in
📞 +91 75058 78657