Exchange, Refund & Cancellation

Return & Exchange Policy

All items purchased on sale are non-refundable and non-exchangeable. We offer exchange only in case of a sizing issue or the product being defective. Due to lighting and location differences during shoots, the exact color might vary from the one shown in shoots; therefore, products cannot be exchanged for this reason. The customer has a window of 1 day to initiate a request for a return and exchange. Any requests made after 24 hours of receiving the product by the customer will not be eligible for returns.

To initiate a return, the customers can contact us at info@zaha.pk with the associated order number. If the return request is accepted for being legitimate, we’ll send the customer a return shipping label, as well as instructions on how and where to send the previous package, which is now company property. Items sent back to us without first requesting a return within 24 hours of receiving them will not be accepted.

A dedicated team is available to handle any return & exchange queries at info@zaha.pk.

 

Eligibility Criteria:

  • Items purchased on sale are non-refundable and non-exchangeable, unless found faulty or defective.
  • In the case of a faulty, defective, or incomplete product, the customer can initiate an exchange or return request within 24 hours of receiving the item.
  • Requests for defective, damaged after 24 hours will not be entertained.
  • Due to lighting or screen resolution differences during product shoots, color variations will not be considered a valid reason for return or exchange.

 

To be eligible for a return, your item must be:

  • In a resalable condition
  • In the packaging that was supplied by the company
  • Unworn & unused
  • Having all its tags intact
  • Having a proof of purchase & proof of payment receipt

 

Exchange Policy Details:

  • Sale articles will only be exchanged if faulty. Customers will receive an online credit voucher in such cases; article-to-article exchange is not offered for sale items.
  • All non-sale articles are eligible for exchange if defective, damaged, or if a size issue is reported.
  • All exchange requests are subject to stock availability.
  • If an article is unavailable, a credit voucher equal to the item value (excluding shipping) will be issued for use within 6 months.
  • Shipping charges are non-refundable.
  • Exchange processing may take 7–10 working days after item verification.
  • We will not be responsible for the items that are delivered domestically and then shipped internationally to a third party.
  • Exchanges will be processed at the original item price, not the sale price.

 

Exchange Procedure:

  • Email your request with the subject “Exchange Request” to info@zaha.pk, along with your order number and clear pictures of the article showing the issue.
  • Our team will respond with further instructions, including the return shipping address.
  • Customers are responsible for return shipping unless the item delivered was incorrect or faulty.
  • In case of faulty or incorrect delivery, shipping costs will be reimbursed as an online credit voucher.

 

Damages & Complaints:

  • All damage, defect, or missing item claims must be raised within 24 hours of receiving the parcel.
  • No claims will be accepted after this window.

 

*Zaha reserves the right to reject exchange requests found to be misusing our exchange policy or a product received with missing tags and not in the correct condition.

 

Third-Party Purchases:

The brand does not take any responsibility for purchases made through third-party sellers. Customers are advised to place orders only through our official website or verified platforms to ensure authenticity and eligibility for after-sales support.

 

Cancellation Policy:

  • Paid orders can be cancelled within 24 hours of placing the order.
  • COD (Cash on Delivery) orders must be cancelled within 2 hours of placing the order.
  • Cancellations must be emailed to info@zaha.pk with the order number.

 

Refund Policy:

  • No refunds are offered. (not damaged, defective)
  • In the case of order delays or fulfillment issues, customers are advised to contact their payment provider to file a chargeback.