Refund policy

Refund & Exchange Policy

Last Updated: September 20, 2026

At Zaragem, we want you to be satisfied with your purchase. If you receive an item that is damaged, defective, incorrect, or does not meet the applicable return conditions below, please contact us so we can assist you.

1. Eligibility for Exchange

We accept exchange requests within 7 days of delivery, provided that:

  • The item is unused and in its original condition.

  • The item has not been worn, altered, washed, damaged, or otherwise used.

  • The item is returned with its original packaging, tags, and accessories, where applicable.

  • The item is accompanied by the order details or proof of purchase.

  • The item is not excluded from our exchange policy.

For hygiene and product-safety reasons, certain products may not be eligible for exchange once opened or used.

2. Damaged or Incorrect Items

Please inspect your order as soon as you receive it.

If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery at:

Email: zaragems3@gmail.com
Phone/WhatsApp: +92 329 45555199

Please provide:

  • Your order number

  • A description of the issue

  • Clear photographs or video showing the item and packaging

After reviewing the issue, we will advise you about the available resolution.

Where the issue is confirmed to have occurred before or during delivery, Zaragem may offer a replacement, exchange, or refund, depending on the circumstances and availability.

3. Change of Mind

We may accept exchange requests for eligible products where the item is unused and returned within the applicable exchange period.

Return shipping costs for change-of-mind exchanges are generally the responsibility of the customer unless otherwise agreed by Zaragem.

4. Non-Returnable Items

The following may not be eligible for return or exchange:

  • Items that have been worn or used

  • Items damaged after delivery through misuse or improper handling

  • Items that have been altered, resized, engraved, or customised at the customer's request

  • Items returned without their original packaging where the packaging is necessary for resale

  • Items returned after the applicable exchange period

  • Any product specifically identified as non-returnable on its product page

5. Exchange Process

To request an exchange, contact us before sending the product back.

Once your request is reviewed and approved, we will provide the relevant return instructions.

Do not send products back without contacting us first, as this may delay the processing of your request.

6. Refunds

Where a refund is approved, the refund amount and method will depend on the circumstances of the order and the original payment method.

Refunds will generally be processed after the returned product has been received and inspected.

Depending on the payment provider or financial institution, it may take additional time for the refunded amount to appear in your account.

Shipping charges may not be refundable unless the refund is due to an incorrect, damaged, or defective item or otherwise required by applicable law.

7. Return Shipping

Unless the item received is incorrect, damaged, or defective, the customer may be responsible for the cost of returning the product.

If Zaragem determines that the return is due to an error on our part, we will advise you regarding the return shipping arrangements.

8. Exchanges Subject to Availability

Exchanges are subject to product availability. If the requested replacement is unavailable, Zaragem may offer an alternative resolution, including a refund where applicable.

9. Contact Us

For refund or exchange requests, please contact:

Zaragem
Email: zaragems3@gmail.com
Phone/WhatsApp: +92 329 45555199

Please include your order number when contacting us.

Zaragem reserves the right to review each return or exchange request individually and to reject requests that do not meet the conditions of this policy, subject to applicable consumer-protection laws.