Returns & Refund Policy

At ZAHRA FASHION HUB LIMITED, customer satisfaction is important to us. We take great care in selecting and delivering premium fabrics, perfumes, accessories and related products. If you are not completely satisfied with your purchase, this Returns & Refund Policy explains when returns, exchanges and refunds may be available.

By placing an order with us, you agree to this policy.

Return Eligibility

Eligible products may be returned within 7 calendar days of delivery or collection, provided that they:

• Have not been used, worn, washed or altered.
• Are returned in their original condition.
• Include all original packaging, labels and tags.
• Are accompanied by proof of purchase (receipt or order confirmation).
• Show no signs of damage caused after delivery.

All returned items are subject to inspection before approval.

Items That Cannot Be Returned

For hygiene, quality control and product-specific reasons, the following items cannot be returned unless they were delivered damaged, defective or incorrectly supplied:

• Fabrics that have been cut, altered or customised.
• Special-order or made-to-measure products.
• Opened perfumes, fragrances or cosmetics.
• Gift cards and store credit.
• Clearance or sale items marked Final Sale or Non-Returnable.
• Products damaged through misuse, improper handling or normal wear and tear.

Damaged, Defective or Incorrect Orders

If you receive the wrong product, a damaged item, a defective product, or an incomplete order, please notify us within 48 hours of delivery by contacting our Customer Service team through WhatsApp or email.

Please include:

• Your order number.
• A description of the issue.
• Clear photographs of the product and packaging.

We will investigate promptly and, where appropriate, arrange a replacement, exchange or refund.

Exchanges

Where stock is available, eligible products may be exchanged for another colour, another design, or another available product of equal value.

If the replacement product has a higher value, the customer will pay the price difference. If it has a lower value, the difference may be refunded or issued as store credit, at our discretion.

How to Request a Return

1. Contact our Customer Service team within 7 calendar days of receiving your order.
2. Provide your order number and reason for the return.
3. Follow the return instructions provided by our team.
4. Securely package the product before returning it.

Returns sent without prior approval may not be accepted.

Return Shipping

Where a return is approved, customers are responsible for return shipping costs unless the return results from our error, a defective product, or an incorrect item supplied. If the return is due to our error, ZAHRA FASHION HUB LIMITED will bear the reasonable return shipping costs.

Inspection Process

Once we receive the returned item, it will be inspected. Inspection typically takes 2–5 business days. After inspection, we will notify you whether the return has been approved, partially approved, or declined.

Refunds

Where a refund is approved, it will be processed using the original payment method. Refunds are generally completed within 5–10 business days, depending on your bank or payment provider.

Delivery charges are generally non-refundable, except where the return results from our error, a damaged product, a defective product, or an incorrect item supplied.

Store Credit

Where appropriate, we may offer store credit instead of a cash refund. Store credit may be used toward future purchases at ZAHRA FASHION HUB LIMITED.

Order Cancellations

Orders may be cancelled before they have been dispatched. Once an order has been shipped, it cannot normally be cancelled and must instead follow this Returns & Refund Policy.

Fraud Prevention

To protect both our customers and our business, ZAHRA FASHION HUB LIMITED reserves the right to refuse returns or refunds where fraudulent activity, abuse of this policy or suspicious transactions are identified.

Limitation of Liability

Our responsibility is limited to the replacement, exchange or refund of eligible products in accordance with this policy. We shall not be liable for indirect or consequential losses arising from the use of our products.

Contact Us

For returns, exchanges or refund enquiries, please contact:

ZAHRA FASHION HUB LIMITED

Changes to This Policy

We may update this Returns & Refund Policy from time to time. Any changes will be published on this page together with the updated revision date.

Thank You

Thank you for shopping with ZAHRA FASHION HUB LIMITED. We appreciate your trust and remain committed to providing premium products, exceptional customer service and a shopping experience built on confidence, fairness and quality.

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