Return & Exchange Eligibility
Return, Refund & Exchange Policy
Effective Date: 27 April 2026
Brand: ZB — The Zahra Batool
Website: www.thezahrabatool.com
At ZB, we care deeply about quality, hygiene, and customer trust. Since our products are made for premature, low birth weight, early baby, and newborn babies, hygiene standards are very important.
Please read this policy carefully before placing an order.
1. Return & Exchange Eligibility
Returns or exchanges may be accepted only in the following cases:
- Wrong item delivered
- Wrong size delivered compared to confirmed order
- Wrong print or color delivered compared to confirmed order
- Product received with a clear manufacturing defect
- Product received damaged, subject to verification
For hygiene reasons, returns or exchanges are not accepted for change of mind, personal preference, incorrect size selected by customer, baby outgrowing the item, dislike of color or print, or skin sensitivity.
2. Unboxing Video Requirement
To protect both the customer and ZB from courier damage, missing item claims, and false claims, customers are required to record a clear unboxing video.
The video should show:
- Parcel before opening
- Courier packaging and seal
- Complete opening process
- All items received
- Any visible defect, wrong item, missing item, or damage
The video should be continuous and unedited from parcel opening to product inspection.
Claims without proper evidence may be declined, especially for missing items, wrong items, damaged parcels, or defects reported after opening.
Customers do not need to show the baby’s face or private medical details in the video.
3. Claim Time Limit
Customers must contact ZB within 24 hours of receiving the parcel for any complaint, return, or exchange request.
Claims made after 24 hours may not be accepted, as product handling condition cannot be verified after extended time.
4. How to Submit a Claim
To submit a claim, contact ZB through WhatsApp or email and share:
- Order number
- Customer name
- Phone number
- Clear issue details
- Unboxing video
- Photos, if requested
Our team will review the claim and respond after verification.
5. Verification Process
ZB reserves the right to approve or reject a return, refund, or exchange request after reviewing the evidence.
If required, the customer may be asked to send the item back for inspection. The item must be unused, unwashed, undamaged, and in original packaging where possible.
6. Resolution Options
If the issue is verified and caused by ZB, we may offer one of the following:
- Replacement of the same item
- Exchange with another available item
- Store credit
- Refund, where applicable
Replacement dispatch may take up to 5 working days after approval and/or receipt of the returned item.
Refunds, if approved, will be processed through bank transfer or another suitable method within 7 working days after final approval.
7. Return Shipping Cost
If the issue is verified as ZB’s mistake, such as wrong item or manufacturing defect, ZB will bear reasonable return shipping cost.
If the return request is not due to ZB’s error, shipping charges will not be refunded and additional courier charges may apply.
8. Non-Returnable & Non-Exchangeable Items
The following items cannot be returned or exchanged:
- Used items
- Washed items
- Items damaged due to customer handling
- Items without proper claim evidence
- Items reported after 24 hours
- Clearance or final sale items
- Items returned due to allergy, rash, or skin sensitivity
- Items returned due to incorrect size selected by customer
- Items returned because the baby outgrew the size
- Items without original packaging, where applicable
9. Hygiene Policy
Because ZB products are intended for delicate babies, we follow a strict hygiene policy.
Once a garment has been used, washed, worn, exposed to household conditions, or handled beyond normal inspection, it cannot be returned or exchanged.
This policy protects other babies, parents, and the integrity of the ZB brand.