1. Return & Exchange Eligibility

Customers are eligible for returns or exchanges within 14 days from the date of delivery in the following cases:
– If the product received differs in color or design from what was ordered.
– If there are clear manufacturing defects (this does not include natural variations resulting from handmade production).
– If any visible defects appear during normal use.

2. Customer Responsibilities for Returns

– The customer is fully responsible for proper packaging, especially for fragile items.
– The customer must ensure the product is returned safely to our warehouse.
– The customer bears responsibility for any damage during shipping.
– Any damages will be deducted from the refund value.
– The product must be shipped back within 7 working days from the return request approval.
– The customer has the right to ship the product using any preferred courier to our warehouse, provided this is requested in advance during the return request, and completed within 7 working days.
– If the product is not shipped within the specified timeframe, the return request may no longer be accepted.

3. When Can a Return or Exchange Be Refused?

We may refuse returns or exchanges in the following cases:
– If the product does not meet our return & exchange policy conditions.
– If the returned product does not match the original order.
– If the product shows damage, misuse, or signs of personal use.

In such cases:
– The product will be returned to the customer.
– If the customer refuses to receive it after 3 delivery attempts, it will be stored in our warehouse.
– The customer will not be eligible to claim the product or request a refund afterward.

4. Return Fees?

If a return request is approved:
– The original shipping cost will be deducted.
– The return shipping cost will also be deducted.
– An additional 1.5% – 3% administrative fee may apply.
The remaining amount will be refunded to the customer (for orders placed using cash on delivery or similar methods).

5. How to Request a Return?

You can request a return through:
– Our website (Contact Us page)
– Our official social media channels
– Email: info@zwalah.com
– WhatsApp: 010-29-49-222-4

Please provide us:
– Your order number or account details and order number.
– 3 clear photos or 1 video showing the issue.

6. Refund Process

Your request will be reviewed within 48 working hours.
If approved:
– The shipping method may be arranged either by us or by the customer. In all cases, proper packaging remains the customer’s responsibility.
– A return invoice will be sent to the email registered to your account on our website.
– The shipping company will collect the product within 5–7 working days, or you may ship it yourself.

Once received:
– The product will be inspected and matched with the reported issue.

If approved after inspection:
The refund will be processed via:
– Instapay (bank account or mobile wallet)
– Cash refunds are not available.
– Refund processing may take 10–14 working days.

7. Important Notes
TheIf misuse of the return policy is detected (e.g., excessive returns, returning used items, or repeated order cancellations), Zawala reserves the right to restrict, suspend, or terminate the account and/or refuse future orders.
We do not accept returns of:
– Incorrectly sent items.
– Products not originally purchased from Zawala.

If such items are received:
– We will not be able to return them or issue any refund.
– This may result in account restrictions or closure.

8. Contact Us
– Email us: info@zwalah.com
– Whats app: 002 010 29 49 222 4
– Social Media platforms.