Exchange, Refund & Cancellation

Return & Exchange Policy
Last Updated: January 2026

All sale items are non-refundable and non-exchangeable. Exchanges are only offered in cases of sizing issues or if the product is defective.
Due to variations in lighting and shooting locations, the actual colour of the product may slightly differ from what appears in the images. Exchanges will not be accepted on this basis.
Customers must initiate an exchange request within 24 hours (1 day) of receiving the product. Requests made after this period will not be eligible for exchange.
To initiate an exchange, customers may contact us at info@zaha.pk with their order number. If the exchange request is deemed legitimate, we will provide a return shipping label along with detailed instructions on how and where to send the package back. Once returned, the item will be considered company property.
Items sent back without first requesting an exchange within 24 hours of receiving the order will not be accepted.
A dedicated team is available to assist with any exchange-related 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 or 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:

  • We do not offer monetary refunds under any circumstances.
  • All approved returns are processed via exchange or store credit only.
  • In case of delays, please contact our customer support team for assistance.