Refund policy

Return & Exchange Policy – Zarlay

At Zarlay, we value our customers and are committed to providing high-quality products with the latest designs. While we make every effort to ensure that your order reaches you in perfect condition, if you receive a damaged, defective, or incorrect item, we are here to assist you.

Please read our Return & Exchange Policy carefully before placing your order.

1. Return & Exchange Policy

Zarlay does not offer refunds or vouchers.

Eligible products may only be exchanged in case of a damaged, defective, or incorrect item, subject to the conditions mentioned below.

To be eligible for an exchange:

• You must notify us of the issue within 2 days of receiving your order.
• The item must be unused, unworn, unwashed, and in its original condition.
• The item must have its original tags and packaging intact.
• You must provide clear photographs/videos of the product and packaging as evidence of the issue.
• Exchange requests submitted after the 2-day period will not be accepted.

If your product arrives damaged or any item is missing from the parcel, please contact us immediately and share clear pictures of the product and packaging before discarding the packaging.

2. How to Request an Exchange

To request an exchange:

• Contact our customer support team via email or phone within 2 days of receiving your order.
• Provide your order number and a detailed description of the issue.
• Attach clear photographs/videos of the product and packaging as proof, especially in case of a damaged or incorrect item.
• Our team will review your request and respond within 24–48 hours.

Once the request is reviewed and approved, Zarlay will arrange an exchange/replacement with the same item, subject to availability.

3. Return Shipping Costs

• If the item received is damaged, defective, or incorrect due to an error from Zarlay, the applicable return/exchange shipping cost will be covered by Zarlay.
• If an exchange is requested due to a change of size, preference, or any reason other than a fault or error from Zarlay, the customer will be responsible for the applicable return shipping charges.

4. No Refunds or Vouchers

Zarlay does not offer cash refunds, refunds through any payment method, or vouchers.

For eligible exchange cases, only a replacement/exchange of the product will be provided, subject to availability.

5. Items Not Eligible for Exchange

Exchange requests will not be accepted for:

• Items that have been worn, washed, cleaned, altered, or used.
• Items returned without their original tags or packaging.
• Exchange requests submitted more than 2 days after delivery.
• Items purchased during special promotions, clearance deals, or final-sale offers, unless the item is received damaged, defective, or incorrect due to an error from Zarlay.
• Items showing signs of customer handling, damage, or alteration.

6. Color & Display Disclaimer

Please note that minor variations in color may occur due to different lighting conditions, photography, screen settings, and display resolutions. Such minor color variations will not be considered a product defect and will not qualify for an exchange.

7. Contact Us

For any questions or assistance regarding your order, please contact us:

Email: support@zarlay.pk

Phone: +92 311 114 8088

Website: www.zarlay.pk