Effective Date: August 15, 2026

At Zorbia, we want our customers to have a smooth and satisfactory shopping experience. If you receive an incorrect, damaged, defective, or incomplete product, you may contact us to request a return or refund according to the policy below.

1. Return Eligibility

You may request a return within 7 days of receiving your order if:

- The product is damaged or defective upon delivery.
- You received the wrong product, color, size, or quantity.
- The product is incomplete or missing essential parts/accessories.
- The product received does not reasonably match its description on our website.

The product must be unused and returned in its original condition, packaging, tags, accessories, and invoice where applicable.

2. Cosmetics & Beauty Products

For hygiene and safety reasons, opened, used, or unsealed cosmetics and beauty products are generally non-returnable.

However, if a cosmetic product arrives damaged, leaked, broken, expired, or incorrect, please contact us within 48 hours of delivery with clear photos/videos of the product and packaging.

3. Jewelry & Watches

Jewelry and watches can be returned only when they are:

- Damaged or defective upon arrival.
- Incorrect or different from the product ordered.
- Missing an item or essential accessory.

The item must be unused and returned with its original packaging and accessories.

Returns due to change of mind may not be accepted for certain jewelry or personal-use items.

4. Kitchen & Household Products

Kitchen and household products may be returned within 7 days if they arrive damaged, defective, incomplete, or different from the item ordered.

The product must be unused and in its original packaging.

5. Non-Returnable Items

The following items are generally not eligible for return:

- Used or opened cosmetics and personal-care products.
- Products damaged after delivery due to misuse or improper handling.
- Products without original packaging where the packaging is required for return.
- Items that have been altered, washed, modified, or intentionally damaged.
- Clearance or final-sale products where clearly marked as non-returnable.
- Products returned after the applicable return period.

6. How to Request a Return

To request a return, contact us with:

- Order number
- Customer name
- Phone number
- Reason for return
- Clear photos/videos showing the issue

Contact: 0329-7408264

Our team will review the request and provide return instructions if the request is approved.

7. Return Shipping

If the return is due to an error on our part, such as receiving a wrong, damaged, defective, or incomplete product, Zorbia may cover the reasonable return shipping cost.

If a return is approved for another reason, the customer may be responsible for the return shipping charges.

8. Refunds

Once the returned product is received and inspected, we will notify you about the approval or rejection of your refund.

If approved, the refund will be processed through the applicable payment method or another mutually agreed method.

Refund processing time may vary depending on the payment method and financial institution.

9. Exchange

Where available, Zorbia may offer an exchange instead of a refund for eligible damaged, defective, or incorrect products.

Exchange availability depends on stock.

10. Damaged Parcel on Delivery

If your parcel appears severely damaged when delivered, please take photos/videos before opening it and contact us as soon as possible.

This documentation may be required to process a damage claim.

11. Order Cancellation

Orders may be cancelled before dispatch by contacting us as soon as possible.

Once an order has been dispatched, cancellation may no longer be possible and the customer may need to follow the applicable return procedure.

12. Important Notice

Customers are requested to carefully check product descriptions, sizes, colors, specifications, and other details before placing an order.

Zorbia reserves the right to inspect returned products before approving a return, replacement, or refund. Nothing in this policy is intended to limit any rights available to consumers under applicable Pakistani law.

13. Contact Us

Store: Zorbia
Website: zorbia.store
Address: Shahbaz Pur, Faisalabad, Pakistan
Phone/WhatsApp: 0329-7408264

For any return or refund assistance, please contact us using the information above.