Refund policy

Return & Refund Policy

Last Updated: July 7, 2026

1. Overview

At Zarraan, we want you to love your shoes. If something isn't right with your order, this policy explains how returns, exchanges, and refunds work.

2. Return Window

  • You may request a return or exchange within 7 days of the delivery date.
  • Requests made after this window will not be eligible for return, exchange, or refund, except in cases of manufacturing defects (see Section 8).

3. Return Conditions

To be eligible for a return or exchange, the product must be:

  • Unused, unworn, and undamaged
  • In its original packaging (shoebox included, without courier tape or labels stuck directly on it)
  • With all original tags, accessories, and inserts intact
  • Accompanied by proof of purchase (order number, invoice, or receipt)

Shoes returned with visible signs of wear (scuffed soles, dirt, stretching, odor) will not be accepted and will be sent back to the customer.

4. Non-Returnable Items

The following items are not eligible for return or exchange:

  • Items marked as "Final Sale" or purchased during clearance/liquidation sales
  • Discounted items (unless defective) — will be specified on the product page
  • Products damaged due to customer misuse or normal wear and tear
  • Products without original packaging or tags

5. How to Initiate a Return or Exchange

  1. Contact us at zarraanofficial@gmail.com within 7 days of delivery, including your order number and reason for return.
  2. Attach clear photos of the product (and packaging, if damaged/defective) to help us assess your request.
  3. Our team will review your request and confirm whether it is approved, along with instructions for shipping the item back.
  4. Once approved, pack the item securely in its original packaging and ship it to the address provided by our team.

Please do not send returns without prior confirmation from our team, as unapproved returns may not be processed.

6. Return Shipping Costs

  • If the return is due to a defect, damage, or an error on our part (wrong item/size sent), Zarraan will bear the return shipping cost.
  • If the return is due to a change of mind, wrong size ordered, or personal preference, the customer is responsible for the return shipping cost.

7. Exchanges

  • Exchanges (e.g., for a different size or color) are subject to availability of the requested item.
  • If the requested item/size is unavailable, we will offer a refund (as per Section 9) or store credit instead.
  • Only one exchange is permitted per item, per order.

8. Defective or Damaged Items

  • If you receive a defective, damaged, or incorrect item, please contact us within 24–48 hours of delivery with photos of the product and packaging.
  • Once verified, we will offer a free replacement, exchange, or full refund, including any shipping charges incurred.

9. Refunds

  • Approved refunds will be processed within 7–10 business days after we receive and inspect the returned item.
  • Refunds will be issued via:
    • Bank transfer (for COD orders, using details you provide), or
    • Original payment method (for online/card payments), or
    • Store credit/voucher, if agreed with the customer
  • Original shipping charges (if any) are non-refundable, unless the return is due to our error or a defective product.
  • You will be notified via email, SMS, or WhatsApp once your refund has been processed.

10. Order Cancellations

  • Orders can be cancelled free of charge before they are dispatched. Please contact us as soon as possible at zarraanofficial@gmail.com.
  • Once an order has been shipped, it cannot be cancelled and must instead follow the return process outlined above upon delivery.

11. Refused Deliveries

  • If a customer refuses to accept delivery of an order without a valid reason (e.g., damage or wrong item), Zarraan reserves the right to deduct return shipping costs from any applicable refund.

12. Sale and Promotional Items

  • Items purchased using a discount code or during a promotional sale may only be refunded for the amount actually paid.
  • Free gifts or bundled promotional items must be returned along with the main product if the order is returned; otherwise, their value may be deducted from the refund.

13. Contact Us

For any questions about returns, exchanges, or refunds, please reach out to us at:

Email: zarraanofficial@gmail.com