Refund policy

1. Overview

At ZEY Official, we want you to love your purchase. If for any reason you are not fully satisfied, you may request an exchange or refund under the terms below.

2. Exchange Period

You have 14 days from the date you receive your item to request an exchange. After 14 days, we unfortunately cannot offer an exchange or refund.

3. Eligibility for Exchange or Refund

  • The item must be unworn, unused, with all original tags attached, and in its original packaging.

  • You must provide your proof of purchase (order number or receipt).

  • You must contact us within the 14-day period to obtain approval before returning the item.

  • Items returned without prior approval will not be accepted.

4. How to Process an Exchange or Refund

To initiate an exchange or refund:

  • Contact us at shopzeyofficial@gmail.com or via phone at 0326-9399390.

  • Provide your order number, item details, and reason for return.

  • Once your request is approved, we will send you instructions on where to return the item.

  • You are responsible for returning the item in original condition.

5. Damaged or Incorrect Items

Please inspect your order upon delivery. If you receive a defective item, a wrong item, or an item that does not match your order, contact us immediately with photos of the issue. We will evaluate and resolve it — either replacing the item or issuing a refund, as appropriate.

6. Items Not Eligible for Exchange or Refund

The following items cannot be exchanged or refunded:

  • Items purchased on sale, clearance or as part of a promotion (unless otherwise stated).

  • Gift cards.

  • Items not in their original condition, damaged due to customer misuse, or with missing tags.

  • Customised or personalised items (if applicable) — ask us beforehand.

7. Refunds (if applicable)

If your exchange request is approved for a refund instead of an exchange, we will refund the amount in the original payment method used, within [insert number] business days after we receive the returned item and inspect it. Shipping costs are non-refundable.

8. Shipping for Returns

You are responsible for the cost of shipping the returned item to us unless the return is due to our error (wrong or defective item). We recommend using a trackable shipping service as we cannot guarantee we’ll receive your returned item.

9. Changes to This Policy

We may update this policy occasionally. Any changes will be posted on this page with the “Effective Date” updated accordingly.

10. Contact Us

If you have any questions about our Refund & Exchange Policy, please contact:

  • Email: shopzeyofficial@gmail.com

  • Phone: 0326-9399390

  • Address: 63-C Regal Street No 13, Shahrah e Quaid e Azam, Mall Road 54782, Pakistan