Return & Exchange

RETURNS & EXCHANGES POLICY

We want you to be happy with your purchase and we apologize if it is not.

We aim at providing high quality products at your doorsteps hassle free within 7 working days.

However, if the product is damaged, defective or incomplete at the time of delivery, please file a return request within 12 hours of delivery. Our team will pay compensation for the damaged products within 48 hours after the product has been returned to us, in the form of refunds or coupons, according to the wish of the customer. 

Return or Exchange Process:

  • Please write the complaint to us at care@zola.pk, suggesting the item you wish to return and the reason.
  • Attach the packaging pictures, product pictures from different angles and the receipt picture in the email.
  • After a complaint has been filed, the customer is required to send the product back to us.
  • Our team will go through the product thoroughly in order to ensure it fulfills our return policy conditions. If the conditions are not fulfilled, we possess the right to deny the return.

Conditions for return:

  1. The product must be unused, unwashed & unworn. If a product is returned to us in an inadequate state, we have the right to send it back to you.
  2. The returning parcel must include the tags, warranty cards, freebies or user manual if given with the product.
  3. For electronics related issues, please check if the product comes under brand or seller warranty. If the product comes with the branded warranty, the customer is required to contact the brand themselves.
  4. Change of mind is not applicable to the return policy. 
  5. Custom-made items are non-returnable.

Shipping Damages:

We strive to provide sustainable packaging in order to ensure the products are delivered in good condition. However, some of the products we offer are fragile in nature and can get damaged by the shipping company during the transit. In such cases, the customer needs to provide us with the proof of damage within 8 hours of receiving the order to exchange the order or receive compensation for it in the form of coupons or discounts. We will require 6-7 business days to settle these claims.