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ZaharaMall | Return and Refund Policy

Last Updated: Aug 1, 2025 WAT

At ZaharaMall, your satisfaction is our top priority. If you're not completely happy with your purchase, you may be eligible to return the item and receive a refund hassle-free! To make the process as smooth as possible, we’ve outlined a simple step-by-step return procedure below.

How to Return an Item

Return Process

Step 1: Go to Orders

Log in to your ZaharaMall account on zaharamall.com or via the app. If you checked out as a guest, click on “Track Your Order” in your confirmation email.

Step 1 - Your orders

Step 2: Select Your Order

Locate the relevant order in "Your Orders", click on your order ID, then click the "Return/Refund" button.

Step 2 - Return/Refund

Step 3: Choose Return or Refund

Click on Request a replacement or a refund and choose your option.

Step 4 - Select reason Select Replace item or Refund from the dropdown.
Step 3 - Select item

Step 4: Provide Reason for Return

Select the reason for your return (e.g., damaged, wrong item, etc.). Depending on the reason, you may be asked for more details.

Step 4 - Select reason

Step 5: Add Comments

Type any additional details in the comments box to support your request.

Step 5 - Add comments

Step 6: Submit

Click the Return button to complete your request. You can track the status of your refund on your order details page or via ZaharaMall notifications.

Note:

If your items require return shipping, ZaharaMall supports the self-sending option. You may use any courier. You are responsible for the shipping cost. After shipping, update your order with tracking info.

Return & Refund Conditions

  • Return/Refund Window: Customers must initiate a return or refund request within 7 days of delivery. Requests submitted after this window will not be eligible.
  • Refunds Before Delivery: Please note that refunds are only processed after delivery is completed. Orders canceled before this point are not eligible for a refund.
  • Item Condition Upon Return: Returned items must be in original condition (unused, unwashed, and with original tags/packaging).
  • Shipping Costs: Return shipping costs are the responsibility of the customer, unless the return is a result of an error or fault from our end.
  • Shipping Insurance: If the product is damaged during return shipping, and shipping insurance was purchased, ZaharaMall will assist in filing a claim with the carrier.
  • Approval & Tracking: Once a return/refund request is approved via email, the customer must ship the item and provide valid tracking information.
  • Inspection Upon Receipt: All returned items are thoroughly inspected upon arrival. Approval of a full refund is subject to the results of the inspection.
  • Partial Refunds or Denied Returns: If an item does not meet the required return conditions (e.g., signs of use, damage, missing components), ZaharaMall may issue a partial refund or charge for reshipping the item back to the customer.
  • Mismatched Return Reasons: If the reason stated for return during the request does not match the condition of the item upon inspection (e.g., stating item was damaged when it is not), ZaharaMall reserves the right to:
    • Issue a partial refund
    • Reject the refund request entirely, depending on the findings
  • Non-Returnable Items: Certain items are not eligible for return for hygiene or safety reasons. These include (but are not limited to):
    • Underwear & lingerie
    • Opened beauty or skincare products
    • Perishable goods
    • Personalized or custom-made items