Refund policy

Return, Refund & Size Exchange Policy

Effective date: 18 October 2026. These terms apply to orders placed from this date. Earlier orders retain the terms that applied when they were placed. Brand: ZB — The Zahra Batool.

Refunds are for verified ZB errors, not change of mind. A customer-selected wrong size may qualify for one size exchange after evidence and condition checks, with both delivery charges paid by the customer.

1. When a return or refund is available

Contact us if we supplied the wrong item, design, colour or size compared with your final confirmed order; an item has a manufacturing defect; an item arrived damaged; an item is missing; or the product materially differs from its description. We verify the claim against your evidence and our order, packing and delivery records. Incorrect size labels or verified incorrect sizing advice from ZB are treated as ZB errors.

For a verified ZB error, we arrange an appropriate refund or, with your agreement, replacement. We also refund verified duplicate payments and payments for orders cancelled by ZB or goods we cannot supply. A confirmed lost or undelivered parcel is handled under our Shipping Policy.

We do not provide change-of-mind refunds for disliking correctly described fabric, colour, print, style or fit, selecting the wrong size, or a baby outgrowing clothing. Personal preference alone is not a defect.

2. Size exchange when the customer selected incorrectly

• Request the exchange within 3 working days after delivery.
• One size exchange per eligible item is available after verification, for the same article and design, subject to the required size being in stock.
• The item must be untouched beyond careful inspection: unused, unworn, unwashed, unaltered and undamaged, with its original tags still attached. Keep original packaging where reasonably available.
• Provide clear photos or video showing the whole item, its condition, size label and attached tags. Final approval may require physical inspection.
• You pay the agreed return delivery and replacement delivery charges. Original delivery charges are not refunded for a customer-selected size exchange.
• This option does not allow a different design or article, or a cash refund. If the required size is unavailable, contact us before returning anything; no alternative or store credit is imposed without agreement.
• Items clearly marked final sale before purchase are excluded from this voluntary exchange option. An ordinary discount alone does not exclude it.

3. Report promptly and provide proof

Inspect your parcel before use, washing or removing tags. Report visible faults, incorrect or missing items, delivery damage and size-exchange requests within 3 working days after delivery. Working days are Monday to Saturday, excluding public holidays in Pakistan; the next working day after delivery is day one.

Provide your order details, a description of the issue, clear photos/video, the size and product labels, attached tags, and the parcel label and packaging where available. We strongly recommend a continuous, unedited unboxing video showing the sealed parcel, opening, all contents and any issue. If no unboxing video is available, we will assess other reliable evidence and may request inspection. Insufficient, inconsistent or unverifiable evidence may lead to a reasoned rejection.

Do not include the baby's face, private medical records, banking passwords or OTPs. Do not use, wash, alter or repair an item while its claim is being assessed.

4. Condition and hygiene

Ordinary returns, refunds and size exchanges require unused, unworn, unwashed and unaltered goods with original tags attached. Careful opening and visual inspection are permitted. Used, washed, soiled, worn or altered goods, removed tags, normal wear, or damage caused by misuse, incorrect washing or storage do not qualify under the ordinary policy. A skin reaction alone does not establish a product defect; a reported product safety concern will be reviewed separately.

Nothing in this policy excludes a remedy or liability that cannot lawfully be excluded. A genuine hidden manufacturing defect discovered after following the care instructions will be assessed on evidence; washing, tag removal or the ordinary reporting deadline alone will not automatically decide such a claim. This is not a general right to return used goods.

5. Approval, return delivery and costs

Contact ZB first. Do not send an unsolicited return or use an unconfirmed return address. We provide the approved return address, method and agreed return deadline in writing. Keep your courier receipt and tracking. Where inspection is needed, approval remains subject to the returned item matching the claim and condition shown.

For verified ZB errors, ZB pays reasonable necessary return and replacement delivery costs through the approved method. A refund covers the price actually paid for the affected goods after discounts and any related delivery charges due for the verified error; if the entire order is returned because of ZB's error, original delivery charges are refunded. For customer-selected size exchanges, the customer pays both courier legs.

6. Refund and exchange processing

Approved refunds are processed within 7 working days after final verification and receipt of the return where required. Bank or payment-provider posting time may be additional. We use the original payment method where possible. COD or unavailable original-method refunds use a verified bank account or mobile wallet agreed with the customer. Store credit is optional, not a compulsory substitute for an approved monetary refund.

After an approved size exchange passes inspection and the agreed delivery charges are settled, we confirm the available replacement and its dispatch timing. We do not promise a doorstep swap. Refunds or replacements apply to the affected items; duplicate compensation for the same resolved claim is not provided.

7. Cancellation and review

You may cancel before actual courier handover. Packing or creating a shipping label alone is not handover. After handover we can request interception, but recovery is not guaranteed. See the Shipping Policy for delivery and return-to-origin handling.

We explain declined claims and accept additional relevant evidence for review. Fabricated evidence or an item different from the one supplied may result in rejection. Abusive communication may be restricted to a supervised written channel, but valid claims remain subject to the same policy and applicable law.

Contact ZB at management@thezahrabatool.com or WhatsApp +92 303 3410069. Include your order number and the phone number used for the order.