At ZIVA, we take pride in providing high-quality products and exceptional service. To ensure a smooth shopping experience, please review our updated Return & Exchange Policy below. By placing an order with ZIVA, you agree to the terms outlined in this policy.
- General Exchange Terms
- Exchanges are applicable only for orders delivered within Pakistan.
- Customers may request an exchange within 7 days of the delivery date.
- All exchange requests must be supported with the original invoice provided with the order flyer.
- A single order may be exchanged only one time.
- No order may be returned or exchanged without prior approval from our Customer Care team.
2. Eligibility Criteria for Exchange
To qualify for an exchange, the item must meet all of the following conditions:
- The article is unused, unworn, unwashed, and free from any fragrance or marks.
- All tags and labels are intact, and the product is in its original packaging.
- The item is not purchased on sale, discount, or special promotion, unless damaged or incorrect at the time of delivery.
- The exchange request is not based on color variation, as slight differences may occur due to studio lighting or screen settings.
ZIVA reserves the right to refuse an exchange if the returned product does not meet the above criteria.
3. Exchanges for Defective or Incorrect Items
- If you receive a damaged, defective, or incorrect item, ZIVA will prioritize your replacement.
- Claims must be raised within 48 hours of delivery, along with clear photographic or video proof.
- Approval of such claims remains at the sole discretion of ZIVA after verification by our Quality Control team.
4. Size Exchange Policy
- For size-related exchanges, if the delivered outfit matches the size measurements provided on our size chart, the customer will be responsible for:
- Any price difference (if applicable), and
- A PKR 200 delivery/exchange fee.
- Size exchanges are subject to stock availability
5. Exchange Process
To initiate an exchange:
- Contact Customer Care
Email: customercare@shopatziva.com
Call/WhatsApp: +92 300 0537088
2. Submit Your Invoice
- Share a clear picture of the original invoice with our representative. Once approved, you may proceed with further details.
3. Send the Item Back
- Ship the product to the address provided by our team through any courier company. Share a photo of the courier receipt on the same platform where the exchange request was initiated.
4. Quality Check & Dispatch
Once your item is received, our Quality Control team will inspect it. If approved:
- Your replacement article will be dispatched.
- You will be notified of any price difference or the PKR 200 exchange fee.
ZIVA is not responsible for items lost or damaged during return transit. Please pack your article securely before sending it back.
6. Refund Policy
- ZIVA does not offer cash refunds, except in cases where a delivered article is confirmed to be defective or incorrect and no suitable replacement is available.
- Refunds are processed only after the returned item has passed quality inspection by our team.
- Shipping and handling charges are non-refundable.
- Refunds may take up to 15 working days to process after approval.
- All refund decisions remain at the sole discretion of ZIVA.
7. Important Notes
- ZIVA reserves the right to amend this policy at any time without prior notice.
- Decisions made by ZIVA’s Quality Control and Customer Care teams are final.
- By engaging with our exchange or refund process, customers agree to all terms listed above.