Refund policy

Return and Refund Policy – Zarlay

Zarlay always values customer happiness. We are trying our best to provide high-quality items with the latest design. However, if anything goes wrong, we are always here to help promptly. Please read our return and refund policy before placing an order. 

1. Return Policy

We presently do not give refunds. However, you can exchange your purchase within 30 days of delivery if:

  • The item is faulty or not what you expected to receive.
  • You notify us within the 7-day time limit after receiving the order.
  • The item is in its original packaging and tags, unused and unwashed.
  • You include evidence of the problem in the form of product or packaging photographs.

If your product is damaged or missing items from the parcel, please email clear pictures of the item and packaging before discarding it.

Note:
If your order is already paid via online transaction, after your exchange request,  Zarlay will give you a voucher that will be valid for 30 days. You can use this voucher to buy other products from Zarlay for the same amount. If your order is on COD, you will be responsible for the courier cost if you wish to exchange the dress.

Email: support@zarlay.com.pk
Phone:+92 311 7778626

2. How to Request a Return or Exchange

To process your request:

  • Please contact our team via email or phone within seven days of delivery.
  • Please share your order number and a detailed description of the issue you are experiencing.
  • Attach product images as proof (especially for damaged items).
  • Wait for a response from our team (within 24–48 hours).

After review, we will offer:

  • An identical object is substituted.
  • A 30-day valid promo voucher for your next purchase, equivalent to the original purchase price (If your order is already paid).

3. Return Shipping Cost

  • The cost of return shipping will be covered if we make a mistake and the item is damaged or wrong.
  • Should a size or preference change necessitate an exchange, the buyer will be responsible for the return shipping costs.

4. No Refunds

  • Cash refunds are not available from us in any situation.
  • Only replacements, depending on the problem, are offered as refunds.

5. Items Not Eligible for Exchange

We cannot accept exchange requests for the following:

  • Items that have been worn, cleaned, or used are not eligible for exchanges.
  • Items returned without their original box or labelling.
  • Requests for exchanges must be sent within seven days of order receipt.
  • Items acquired during special promotions or clearance deals.

6. Color and Display Disclaimer

Please be aware that lighting and screen settings might cause minor color variations. They cannot be exchanged and are not considered product faults.

7. Contact Us

For help or more information, feel free to reach out:

Email: support@zarlay.com.pk
Phone: +92 311 7778626
Website: www.zarlay.pk