Refund & Returns Policy

01Overview

This Refund Policy explains when you can return an item purchased on Zenith Shop and receive a refund or exchange. It applies to all orders placed through the Platform, regardless of payment method, unless a specific product listing states otherwise (for example, certain final-sale or clearance items).

02Change of Mind — Not Applicable

This policy exists because items sold on Zenith Shop are prepared and dispatched specifically against confirmed orders; accepting change-of-mind returns would not be sustainable at scale. We ask that you choose carefully, and our product pages, size guides, and customer support team are available to help you decide before you buy.

03What Is Eligible for Return

You may request a return, replacement, or refund only in the following circumstances:

• Defective or faulty item — the product does not work as intended or has a manufacturing fault.
• Damaged in transit — the item arrived physically damaged or broken.
• Materially not as described — the item received is significantly different from the listing (e.g. wrong material, wrong specifications).
• Incorrect item sent — you received a different product than the one you ordered.
• Missing parts or accessories — the listing promised included accessories or components that were not in the package.
• Expired or near-expiry groceries — perishable or packaged food items received at or past their labelled expiry date, or with clearly broken/tampered packaging.

04What Is Not Eligible for Return

• Change of mind, wrong size/colour chosen by the customer, or no-longer-wanted items (see above).
• Items marked "Final Sale," "Clearance," or "Non-Returnable" on the product listing.
• Groceries, perishables, and fresh items once delivered in acceptable condition and within their expiry date.
• Intimate apparel, swimwear, and earrings/piercing jewellery, for hygiene reasons, unless defective.
• Opened software, digital codes, gift cards, and prepaid mobile top-ups.
• Personal care, cosmetics, and skincare items that have been opened or used.
• Custom-made, personalized, or made-to-order products.
• Items with a removed or damaged tag, label, or serial number where such removal voids eligibility, or items showing signs of use, washing, or alteration by the customer.
• Damage caused by misuse, accident, or normal wear and tear after delivery.

05Return Window

Requests submitted after the applicable window may not be accepted, except where required by applicable consumer protection law.

06How to Request a Return

1. Go to My Orders in your account, or visit Track Your Order if you checked out as a guest.
2. Select the order and item, and choose "Report a Problem" or "Request Return."
3. Choose the reason that matches your issue (defective, damaged, wrong item, missing parts, etc.) — reasons outside the eligible list above cannot be submitted.
4. Upload clear photos or a short video of the item, packaging, and any damage or defect.
5. Submit the request. You'll receive a reference number and an initial response from our support team, typically within 24–48 hours.

You can also start a request via our Help Center or by contacting Customer Support directly.

07Inspection & Approval

Once submitted, our team reviews the evidence provided and may request the item be picked up or shipped back for inspection. Approved returns will have pickup arranged at no cost to you when the reason is defective, damaged, or our error. Items must be returned in their original packaging with all accessories, manuals, and free gifts included, unless the item itself is the defect being reported.

08Refund Methods & Timelines

Refund processing begins once the returned item passes inspection, or immediately upon approval for confirmed transit damage where a return pickup isn't required. Delivery charges are refunded only when the return is due to our error (defective, damaged, wrong item); they are not refunded for eligible-but-optional exchanges initiated for sizing on defective batches, unless required by law.

09Exchanges

Where stock allows, you may request a direct exchange instead of a refund for eligible defective or incorrect items — for example, swapping a faulty unit for a working one of the same model, or the correct item after a fulfillment error. Exchanges follow the same eligibility rules and window as refunds and are not available for change-of-mind requests.

10Damaged or Lost in Transit

If your package arrives visibly damaged, we recommend noting this with the delivery rider where possible and photographing the packaging before opening it. Report transit damage within 3 days of delivery via the process above. If a package is confirmed lost in transit and never delivered, you are entitled to a full refund or replacement once our logistics team confirms non-delivery with the courier partner.

11Refused Cash on Delivery Orders

If you refuse to accept a Cash on Delivery order at your doorstep for reasons unrelated to product defect or damage (i.e., a change of mind at the point of delivery), this is treated the same as a change-of-mind cancellation under this policy: no refund is applicable since no payment was made, but repeated refusals may result in COD being disabled on your account and future orders requiring prepayment.

12Disputes & Escalation

If you disagree with the outcome of a return request, you can request a review by replying to your support ticket with additional evidence. Escalated cases are reviewed by a senior member of our customer experience team. Nothing in this policy limits any statutory rights you may have under applicable Pakistani consumer protection law.