Refund policy

At Zouq e Zamal, we take pride in delivering high-quality clothing. Due to the nature of fashion products, we have a strict but fair return policy to ensure hygiene, quality, and fairness for all customers.

1. Eligibility for Returns

We only accept returns or exchanges if:

  • The item received is defective, damaged, or incorrect
  • The issue is reported within 48 hours of delivery
  • The item is:
    • Unworn
    • Unwashed
    • Unused
    • With original tags intact
    • In original packaging

⚠️ Items showing signs of wear, washing, perfume, body odor, stains, or damage will NOT be accepted.

2. Items Not Eligible for Return or Refund

The following items cannot be returned or refunded:

  • Items that have been worn even once
  • Items that have been washed or altered
  • Custom-made, stitched, or made-to-order items
  • Sale or discounted items (unless defective)
  • Returns requested after the allowed time window

This policy exists to prevent misuse and ensure fairness to all customers.

3. Wear-and-Return Abuse Policy

To maintain quality standards:

  • All returned items go through a quality inspection
  • If an item appears worn, washed, or used, the return will be rejected
  • Such items will be shipped back to the customer at their expense
  • Repeated misuse may result in future order restrictions

4. Refund Method

  • Approved refunds (if applicable) are issued as:
    • Store credit, or
    • Bank transfer (for prepaid orders only)
  • Cash on Delivery (COD) orders are NOT eligible for cash refunds
  • Shipping charges are non-refundable

5. Exchange Policy

  • Exchanges are allowed only for size or product defects
  • Exchange requests must be raised within 48 hours of delivery
  • One-time exchange per order is allowed (subject to availability)

6. How to Request a Return or Exchange

To initiate a request:

  1. Email us at support@zouqezamal.com
  2. Share:
    • Order number
    • Clear photos/videos of the issue
    • Reason for return or exchange

Requests without proper evidence may not be approved.

7. Right to Refuse Returns

Zouq e Zamal reserves the right to:

  • Refuse returns that do not meet policy conditions
  • Update this policy at any time without prior notice