Return, Refund & Exchange Policy

Effective Date: 27 April 2026
Brand: ZB — The Zahra Batool
Website: www.thezahrabatool.com

At ZB — The Zahra Batool, we care deeply about product quality, hygiene, and customer trust. Our products are made for premature babies, low birth weight babies, early babies, and newborn babies; therefore, strict hygiene standards are extremely important.

Please read this policy carefully before placing an order.

1. Return, Refund & Exchange Eligibility

Returns, refunds, or exchanges may only be accepted in the following cases:

• Wrong item delivered
• Wrong size delivered compared to the confirmed order
• Wrong print or color delivered compared to the confirmed order
• Product received with a clear manufacturing defect
• Product received damaged, subject to verification
• Order cancelled by ZB due to stock unavailability or operational reasons

For hygiene and safety reasons, ZB does not accept returns, refunds, or exchanges for change of mind, personal preference, incorrect size selected by the customer, baby outgrowing the item, dislike of color, print, fitting, or fabric, or skin sensitivity/allergy concerns.

2. Unboxing Video Requirement

To protect both the customer and ZB from courier damage claims, missing item claims, wrong item claims, and false or unverifiable complaints, customers are required to record a clear unboxing video when opening the parcel.

The unboxing video should clearly 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 must 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 any private medical details in the video.

3. Claim Time Limit

Customers must contact ZB within 3 working days of receiving the parcel for any return, refund, exchange, missing item, wrong item, damaged item, or defect-related claim.

Claims made after 3 working days may not be accepted, as product handling, usage, washing, storage, or exposure conditions cannot be verified after an extended time.

4. How to Submit a Claim

To submit a claim, customers must contact ZB through WhatsApp or email and provide the following details:

• Order number
• Customer name
• Phone number
• Clear description of the issue
• Unboxing video
• Photos, if requested by ZB

Our team will review the claim and respond after verification.

5. Verification Process

ZB reserves the right to approve, reject, or partially approve any return, refund, or exchange request after reviewing the evidence, order details, product condition, and claim validity.

If required, the customer may be asked to send the item back to ZB for inspection. The item must be unused, unwashed, unworn, undamaged, and in original packaging where possible.

Any item that has been used, washed, worn, altered, damaged, exposed to household conditions, or handled beyond normal inspection will not be eligible for return, refund, or exchange.

6. Refund Policy

Refunds are only applicable after ZB reviews and approves the customer’s claim.

A refund may be approved only in the following cases:

• Wrong item delivered and replacement is not available
• Wrong size delivered compared to the confirmed order and replacement is not available
• Wrong print or color delivered compared to the confirmed order and replacement is not available
• Product received with a verified manufacturing defect
• Product received damaged, subject to verification through unboxing video
• Order cancelled by ZB due to stock unavailability or operational reasons

Refunds will not be issued in the following cases:

• Change of mind after placing or receiving the order
• Incorrect size selected by the customer
• Baby outgrowing the item
• Customer dislikes the color, print, fitting, or fabric
• Product has been used, washed, worn, altered, damaged, or handled beyond normal inspection
• Claim is made after 3 working days of delivery
• Customer is unable to provide proper claim evidence, including unboxing video where required
• Skin sensitivity, rash, allergy, or any personal medical reaction
• Clearance, discounted, promotional, or final sale items, unless the issue is verified as ZB’s mistake

Approved refunds may take up to 7 working days to process after final verification and, where applicable, receipt of the returned item.

For Cash on Delivery orders, refunds will be processed through bank transfer, mobile wallet, or any other suitable method available to ZB. The customer must provide accurate refund account details. ZB will not be responsible for delays or failed transfers caused by incorrect account information provided by the customer.

For online paid orders, refunds will be processed through the original payment method where possible. If the original payment method is unavailable, ZB may process the refund through bank transfer, mobile wallet, or another suitable method.

Shipping charges are non-refundable unless the issue is verified as ZB’s mistake, such as wrong item delivered, wrong size delivered, wrong print delivered, or a confirmed manufacturing defect.

7. Exchange Policy

If the issue is verified and caused by ZB, we may offer an exchange or replacement depending on product availability.

Exchange or replacement may be offered in the following cases:

• Wrong item delivered
• Wrong size delivered compared to the confirmed order
• Wrong print or color delivered compared to the confirmed order
• Verified manufacturing defect
• Verified damage upon delivery

If the same product, size, or print is not available, ZB may offer an alternative item, store credit, or refund where applicable.

Exchange dispatch may take up to 5 working days after approval and/or receipt of the returned item.

8. Return Shipping Cost

If the issue is verified as ZB’s mistake, such as wrong item delivered, wrong size delivered, wrong print delivered, or a confirmed manufacturing defect, ZB will bear reasonable return shipping cost.

If the return request is not due to ZB’s error, courier charges, delivery charges, return shipping charges, and any additional shipping charges will not be refunded and may be payable by the customer.

9. Non-Returnable & Non-Refundable Items

The following items cannot be returned, refunded, or exchanged:

• Used items
• Washed items
• Worn items
• Altered items
• Items damaged due to customer handling
• Items handled beyond normal inspection
• Items without proper claim evidence
• Items reported after 3 working days of delivery
• Clearance, discounted, promotional, or final sale items, unless the issue is verified as ZB’s mistake
• Items returned due to allergy, rash, skin sensitivity, or personal medical reaction
• Items returned due to incorrect size selected by the customer
• Items returned because the baby outgrew the size
• Items without original packaging, where applicable

10. 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, refunded, or exchanged.

This policy is in place to protect babies, parents, and the integrity of the ZB brand.

11. Order Cancellation

Customers may request order cancellation before the order is dispatched.

Once an order has been dispatched, it cannot be cancelled. In such cases, the return, refund, and exchange conditions mentioned in this policy will apply.

ZB also reserves the right to cancel any order due to stock unavailability, pricing error, incomplete customer information, delivery limitations, suspicious activity, or operational reasons.

12. Final Decision

ZB reserves the right to make the final decision regarding all return, refund, and exchange requests after reviewing the claim, evidence, product condition, and order details.

By placing an order on www.thezahrabatool.com, the customer agrees to this Return, Refund & Exchange Policy.