Summary: We offer replacements only (no refunds). Replacement requests
are accepted between 7 and 14 days after delivery. Cancellations are permitted within
24 hours of placing an order, provided the order has not been shipped.
1. REPLACEMENT ELIGIBILITY
An item is eligible for replacement if all of the following conditions are met:
- The replacement request is submitted between 7 and 14 days after delivery
- The item is unused, unwashed, and in its original condition
- All original tags and packaging are intact
- The item is not marked as "Final Sale" or "Non-Returnable" on the product page
Please note: Refunds are not available. All eligible returns will receive a
replacement of the same or an equivalent product.
2. NON-REPLACEABLE ITEMS
The following items are not eligible for replacement:
- Customised or personalised clothing
- Items marked as "Final Sale"
- Items that have been worn, washed, or altered in any way
- Items returned without original tags or packaging
3. HOW TO REQUEST A REPLACEMENT
- Go to Your Account: Navigate to your Order History and click on the delivered
order.
- Request Replacement: Click "REQUEST REPLACEMENT" (available 7–14 days after
delivery) and select the reason for your request.
- Upload Photos: Attach clear photos showing the issue with the product.
- Wait for Approval: Our team will review your request within 24–48 hours.
- Pack the Item: Once approved, pack the item securely in its original packaging with
all tags attached.
- Pickup & Ship: We will arrange a pickup for the item from your address.
- Receive Replacement: After we receive and inspect the returned item, the
replacement
will be dispatched.
4. REPLACEMENT TIMELINE
| Stage |
Timeline |
| Replacement window opens |
7 days after delivery |
| Replacement window closes |
14 days after delivery |
| Request review |
24–48 hours |
| Pickup scheduled |
2–3 business days after approval |
| Quality inspection |
2–3 business days after receiving the item |
| Replacement dispatched |
3–5 business days after inspection |
5. DAMAGED OR DEFECTIVE ITEMS
If you receive a damaged or defective item, follow these steps:
Document the issue: Take clear photos or videos of the damage or defect as soon as
possible.
Free replacement: We will arrange a free pickup and send a replacement at no
additional cost.
6. CANCELLATION POLICY
- Within 24 hours: Orders can be cancelled within 24 hours of placement, as long as
the order is still in "Processing" status.
- After 24 hours or once shipped: Cancellation is no longer possible once the
24-hour window has passed or the order has been handed to the shipping carrier.
- No refunds on cancellations: Cancelled orders will have stock restored. We do not
process refunds — please cancel promptly if needed.
7. REPLACEMENT SHIPPING COSTS
| Reason for Replacement |
Shipping Paid By |
| Wrong item sent |
ZESTAURA (free pickup) |
| Damaged or defective item |
ZESTAURA (free pickup) |
| Size or fit issue |
Customer |
| Change of mind |
Not eligible for replacement |