Last updated: 9 May 2026
This page covers shipping, returns, refunds, and order cancellations for purchases from Zoh Probiotics (operated by Zoh Farms Private Limited). If you have a question this page doesn't answer, email support@zohprobiotics.com or WhatsApp +91 88281 71169.
Shipping
Where we ship — by product type
| Product type | Where we ship | Format |
|---|---|---|
| Tempeh (all flavours) | Mumbai only | Fresh chilled delivery |
| Kombucha bottles (all flavours) | Pan-India | Bottle-conditioned, shipped ambient |
| Water Kefir bottles | Pan-India | Bottle-conditioned, shipped ambient |
| Salad Dressing & Crispy Chili Oil | Pan-India | Shelf-stable, ships ambient |
| Starter cultures (kefir grains, kombucha SCOBY, sourdough, koji, natto, yogurt starters, crème fraîche, tempeh starters) | India + International (UAE, GCC, Singapore, Malaysia, Indonesia, Thailand, UK, EU, US, Canada, Australia, Japan, Korea) | Vacuum-sealed or freeze-dried |
| Brewing Mastery Kit | India + International | Live SCOBY in protective medium |
About bottle-conditioned shipping
Our kombucha and water kefir are raw, unpasteurised, and unfiltered. They continue a gentle second fermentation inside the bottle during transit. This is intentional — it's how the live probiotic strains stay alive without refrigeration. Flavours may shift slightly between bottling and your first sip; the probiotics, organic acids, and microbial diversity stay fully intact. This is the same craft-beverage tradition behind champagne, real ale, and Belgian lambic.
Processing & delivery times
- Order processing: 1–2 business days from order placement.
- Mumbai (Tempeh): next-day or 2-day chilled delivery.
- Domestic India (kombucha, water kefir, dressing, chili oil, starter cultures): 3–7 business days after dispatch, depending on pin code.
- International (starter cultures + Brewing Mastery Kit only): 5–12 business days, depending on destination and customs clearance.
You will receive a tracking number by email once your order ships. International orders may attract import duties and taxes payable by the recipient — these are determined by the destination country's customs authority and are not included in our prices.
Shipping charges
- Free shipping on most orders within India. Charges, if any, will be displayed at checkout.
- International shipping is charged at actuals based on weight, destination, and selected service. Rates are calculated and displayed at checkout.
Live-culture replacement guarantee
Live cultures (kombucha SCOBY, water kefir grains, milk kefir starter, all yogurt and tempeh starters, koji, natto) are shipped using protective packaging designed to keep them dormant and viable in transit. If your live culture arrives non-viable — mouldy, damaged, or fails to revive within 14 days of receipt despite following our brewing instructions — contact us at support@zohprobiotics.com within 14 days of delivery and we will reship a replacement at no charge.
Returns & refunds
What can be returned
| Product type | Return window | Condition |
|---|---|---|
| Shelf-stable starter cultures (kombucha SCOBY, kefir, sourdough, tempeh, yogurt, koji, natto, crème fraîche) | 14 days from delivery | Unopened, original packaging intact |
| Brewing Mastery Kit, accessories | 14 days from delivery | Unused, original packaging intact |
| Salad Dressing, Crispy Chili Oil | 14 days from delivery | Unopened, original packaging intact |
| Tempeh, kombucha bottles, water kefir bottles | Not eligible for return (perishable food) | Replacement only — see below |
Damaged, defective, or wrong items
If your order arrives damaged, defective, or you receive the wrong item, contact us within 48 hours of delivery at support@zohprobiotics.com with your order number and photos of the issue. We will arrange a free replacement or full refund — your choice. This applies to all products, including perishable items.
How to start a return
- Email support@zohprobiotics.com with your order number and reason for return.
- We'll respond within 24–48 hours with a Return Authorisation Number and the return address.
- Ship the item back via a tracked courier of your choice. Return shipping is the customer's responsibility unless the item is damaged, defective, or wrong.
- Once we receive and inspect the item, we will process your refund within 7 business days.
Returns sent without prior authorisation will not be accepted.
Refunds
- Approved refunds are issued to your original payment method.
- For online payments via Razorpay, an additional 3% payment-gateway fee is deducted from the refunded amount, as Razorpay does not refund this fee to merchants on cancelled transactions.
- Bank processing time after we issue the refund is typically 5–10 business days, depending on your bank.
Exchanges
The fastest way to swap items is to return the original (following the steps above) and place a new order for the item you want.
Cancellations
- You can cancel an order any time before it has been dispatched. Email support@zohprobiotics.com or WhatsApp +91 88281 71169 with your order number.
- Once an order has been dispatched (you'll receive a tracking email), it cannot be cancelled. You can return eligible items after delivery using the process above.
- For Razorpay-processed orders, the 3% payment-gateway fee deduction also applies to cancellation refunds.
Contact
- Email: support@zohprobiotics.com
- WhatsApp / Phone: +91 88281 71169
- Working hours: 11 AM – 7 PM IST, Monday to Saturday
- Postal address: Zoh Farms Private Limited, 299/2371, Motilal Nagar, Goregaon West, Mumbai 400104, Maharashtra, India