Refund policy

Returns, Exchanges & Cancellation Policy

At Zarwa Hijab, your satisfaction is at the heart of everything we do. We understand that sometimes an item may not be exactly what you expected, and we are here to help. Please read our policy below carefully so you know exactly what to expect when requesting an exchange, return, or cancellation.

1.1 Domestic Orders (Within Pakistan)

We want every Zarwa Hijab purchase to be a great experience. If you are not fully satisfied with your order, we offer an exchange under the following terms:

•     Exchange Window: You may request an exchange within 7 days of the delivery date, provided you have valid proof of purchase.

•     Proof of Purchase: Your order confirmation email or order number is accepted as proof of purchase.

•     Courier Charges: If you have a valid reason for exchange (such as a defective, incorrect, or wrong-sized item), Zarwa Hijab will cover the courier charges for the pickup. For exchanges due to personal preference (e.g., change of mind), the customer is responsible for return shipping costs.

•     Processing Time: Once your returned item is received and verified, exchanges are typically processed within 7 to 10 business days.

 

1.2 Conditions for Exchange

To qualify for an exchange, all of the following conditions must be met:

•     The item must be unused, unworn, and unwashed

•     All original tags must be intact and attached

•     The item must be in its original packaging (for items such as Abayas delivered in boxes, the original box must be included)

•     The original invoice or order confirmation must be present

•     A clear, valid reason for the exchange must be provided

 

1.3 How the Exchange Process Works

You can initiate an exchange by logging into your Zarwa Hijab account and submitting a request through our online exchange portal, or by contacting our customer care team directly.

•     If the item is defective or incorrect: We will arrange a doorstep pickup at no charge to you.

•     If the item is the wrong size or you are dissatisfied for another valid reason: You will be requested to send the item back to our head office. Detailed instructions will be provided by our team.

Once we receive and inspect the returned item, we will process your exchange and dispatch the replacement as soon as possible.

 

1.4 Items Not Eligible for Exchange

•     Items purchased during a sale or at a discounted price are generally not eligible for exchange.

•     Exceptions may be made for sale items in cases of genuine defects or incorrect items being sent — please contact our team to discuss your situation.

•     Exchange processing for sale orders may take longer than the standard timeframe.

 

Zarwa Hijab does not offer direct cash returns on purchased items. However, we are committed to ensuring you are not left with something that does not work for you. Here is how we handle returns:

•     If your item qualifies for a return, you will be issued a store credit coupon of equal value to your original purchase, valid for use on zarwahijab.pk.

•     The coupon can be used immediately or saved for a future purchase — there is no expiry pressure.

•     All items must meet the same conditions outlined in Section 1.2 (Exchange Conditions) to qualify.

•     Please read the coupon terms carefully upon receipt for any specific usage conditions.

3.1 Customer-Initiated Cancellations

You may cancel your order at any time before it has been processed and dispatched. To cancel, please contact our customer care team as soon as possible with your order number.

•     Once an order has been shipped, cancellation is no longer possible. The exchange policy will apply once the item has been delivered.

•     You will receive a shipping confirmation email with your invoice and tracking ID as soon as your order is dispatched.

 

3.2 Zarwa Hijab-Initiated Cancellations

In certain circumstances, Zarwa Hijab reserves the right to cancel an order. This may occur if:

•     The ordered item is out of stock or no longer available

•     A pricing error was identified at the time of your order

•     Payment was declined or could not be verified by your financial institution

•     The order is suspected of being fraudulent or placed in violation of our Terms of Service

If we cancel your order, we will notify you promptly via the email address provided at the time of purchase, and any payment made will be refunded in full within 7 to 10 business days.

Once your order has been dispatched, you will receive a shipping confirmation email containing your invoice and a tracking ID. You can use this tracking ID to monitor your delivery in real time through our courier partner's website.

If you experience any delays or issues with your delivery, please do not hesitate to contact us and we will follow up with the courier on your behalf.

We are always happy to help. If you have any questions about an exchange, return, or cancellation, please reach out to us through any of the following:

•     Email: info@zarwahijab.pk

•     WhatsApp / Phone: +92 304 2230605

•     Address: Garden west, Karachi, Pakistan

When contacting us, please have your order number and proof of purchase ready so we can assist you as quickly as possible. Our team will guide you through every step of the process.