Cancellation and Refund

Cancellation & Refund Policy — Zaairah

Effective date: 21/08/2025

This Cancellation & Refund Policy explains Zaairah’s rules for cancelling orders, returning items, and receiving refunds. By placing an order with Zaairah (www.zaairah.com) you agree to the terms below. If you need help at any step, contact our Customer Care (details at the end).

1. Order cancellations — before dispatch

  • You may cancel an order free of charge within 24 hours of placing it, provided the order has not yet been dispatched.

  • To cancel, please contact Customer Care via Email: official.zaairah@gmail.com or WhatsApp: +91 99679 28670 with your order number and reason.

  • Once we confirm cancellation, any payment made will be refunded as described in section 4.

2. Order cancellations — after dispatch

  • If the order has already been dispatched, cancellation is not possible. You can refuse delivery when the courier attempts delivery or initiate a return after delivery (see Returns section).

  • For refused deliveries, return shipments will be processed once the item is received back at our warehouse; refund timelines apply after inspection.

3. Returns & eligibility

  • Returns are accepted only if the product is: unused, unwashed, with original tags and packaging intact, and returned within 7 days of delivery (unless the product page states a different return window).

  • Final-sale / non-returnable items (for example: intimate wear, custom-made / personalized items, and sale items marked “No Returns”) cannot be returned — these exceptions will be clearly indicated on the product page.

  • To initiate a return, contact Customer Care with your order number and photos (if applicable). We’ll guide you with the return shipping address and process.

4. Refunds — how they are processed

  • Once we receive the returned item and complete quality inspection, we will initiate the refund within 7 business days.

  • Refunds are issued to the original payment method:

    • Prepaid payments (card/UPI/netbanking/online): refunded to the original account or card via our payment gateway (Razorpay).

    • Cash on Delivery (COD): refunded to your bank account or issued as store credit as preferred — bank details may be requested.

  • Please allow additional time for the refund to reflect in your account — typically 5–14 business days depending on your bank or payment provider.

  • Shipping charges are non-refundable unless the return is due to our error (damaged/defective/wrong item).

5. Exchanges

  • Exchanges are handled as a return + reorder. Return the original item per the Returns process, then place a new order for the replacement item on the website.

  • If the replacement is due to our error (size/colour defect or wrong item), we will cover return shipping and re-shipment charges. Otherwise, the customer is responsible for return shipping and any difference in price.

6. Damaged, defective, or wrong items

  • Inspect packages upon delivery. If an item is damaged, defective, or different from what you ordered:

    • Refuse delivery and notify us immediately; or

    • If already accepted, contact Customer Care within 24 hours with photos of the item and packaging.

  • We will arrange a free return/replace or issue a full refund (including original shipping charges) after verification.

7. Partial refunds & deductions

  • We may refuse a return or apply deductions if:

    • The item shows signs of wear, washing, or damage caused by the customer.

    • Original tags, packaging or accessories are missing.

  • Any deduction reason will be clearly communicated before processing the refund.

8. Pre-orders & cancelled collections

  • For pre-orders, cancellations before the listed dispatch date are accepted and refunded per the timelines above.

  • If a pre-order is cancelled by Zaairah (e.g., stock issues), we will notify you and issue a full refund.

9. Fraud, chargebacks & disputes

  • If a chargeback is filed with your bank, we may suspend order processing pending the dispute resolution. Providing accurate order details and contacting Customer Care first speeds resolution.

  • Repeated refunds or fraudulent returns may lead to account restrictions.

10. International orders & customs

  • For international orders, customs duties, taxes, and import fees are non-refundable and are the buyer’s responsibility unless the return is due to our error.

11. How to contact Customer Care

For cancellations, returns, or refund queries please contact us:

  • Email: official.zaairah@gmail.com

  • Phone / WhatsApp: +91 99679 28670

  • Business hours: Monday–Friday, 10:00 AM – 6:00 PM IST (excluding public holidays)

When contacting us, include your order number, name, and a short description of the issue to speed processing.

12. Changes to this policy

Zaairah may update this Cancellation & Refund Policy from time to time. Any changes will be posted on the website with an updated effective date.