Refund, Return & Exchange Policy

At Zümrüt, we want you to feel confident in every purchase. If your order is not right for you, we offer returns, exchanges, and refunds subject to the conditions below.

1. Return, Exchange & Refund Period

You may request a return, exchange, or refund within 11 days of receiving your order. The request must be submitted within this period.

To request a return, exchange, or refund, please contact us within the 11-day period and provide your order number along with the reason for your request.

Requests submitted after 11 days may not be accepted.

2. Eligibility

Items must be returned in their original condition and must be suitable for resale.

To be eligible for a return, exchange, or refund:

  • The item must be unused and unworn, except for brief testing or trying on.

  • The item must not have been washed, dry-cleaned, altered, repaired, or damaged.

  • The item must not have perfume, makeup, deodorant, body lotion, stains, or other noticeable marks or odors.

  • All original tags, labels, packaging, and accessories should remain intact where applicable.

  • The item must be returned in its original packaging or in suitable packaging that protects it during transit.

Zümrüt reserves the right to refuse a return, exchange, or refund if an item does not meet these conditions.

3. Items Covered

Our return, exchange, and refund policy applies to eligible products purchased from Zümrüt, including:

  • Stitched clothing

  • Unstitched clothing

  • Two-piece and three-piece suits

  • Dresses

  • Kurtis

  • Accessories

  • Beauty and lifestyle products

  • Other products offered by Zümrüt

Certain products may have additional return restrictions where required because of their nature. Any such restrictions will be clearly communicated on the relevant product page.

Sale Items

Sale, discounted, clearance, and promotional items are final sale and cannot be returned, exchanged, or replaced, unless the item received is incorrect or defective, subject to applicable consumer rights.

Accessories

Accessories are non-returnable, non-exchangeable, and non-replaceable, except where the item received is incorrect or defective, subject to applicable consumer rights.

Any product-specific return restrictions displayed on the relevant product page will also apply.

4. Order Cancellation

You may request cancellation of your order before the order has been processed or shipped.

Once an order has been shipped, cancellation may no longer be possible. You will receive a shipping confirmation containing tracking information once your order has been dispatched.

After an order has been shipped, the applicable Return, Exchange & Refund Policy will apply.

To request a cancellation, please contact Zümrüt as soon as possible and provide your order number.

Zümrüt reserves the right to cancel an order where necessary, including in circumstances such as product availability issues, pricing or listing errors, suspected fraudulent activity, or other operational or security reasons. If an order is cancelled after payment has been made, any applicable refund will be processed using the appropriate refund method.

5. Return Shipping

If the issue is caused by Zümrüt

Zümrüt will cover the return shipping cost if:

  • You received the wrong item.

  • The item received is defective or damaged upon delivery.

  • The item is materially different from what was ordered.

Please contact us before sending the item back so that we can provide the appropriate return instructions.

For other return requests

For returns requested for reasons such as change of mind, incorrect size selection, or deciding that the item is not suitable, the return shipping arrangements and any applicable costs will be communicated by our team before the return is processed.

6. Exchanges

We offer exchanges within the 11-day return period, subject to product availability and eligibility.

If you would like to exchange an item for another size, color, design, or eligible product, please contact us before returning the item.

If the requested replacement is unavailable, you may choose an alternative eligible product or request a refund, subject to this policy.

Sale items and accessories are not eligible for exchange or replacement, except where the item received is incorrect or defective, subject to applicable consumer rights.

7. Refunds

Once we receive your returned item, it will be inspected to confirm that it meets our return conditions.

If the return is approved, the applicable refund will be processed using the agreed refund method.

For Cash on Delivery orders, refunds can be issued through available methods such as:

  • Bank transfer

  • Easypaisa

  • JazzCash

  • Another mutually agreed electronic payment method

Customers may be asked to provide accurate payment details required to process the refund.

Where a return is approved because of an error or issue caused by Zümrüt, the applicable return shipping cost will also be reimbursed in accordance with the arrangements communicated by our team.

8. Damaged or Incorrect Items

Please inspect your order when you receive it.

If you receive an incorrect, damaged, or defective item, contact us as soon as possible and preferably within 48 hours of delivery.

Please provide:

  • Your order number

  • A description of the issue

  • Clear photographs or video showing the item and the issue

  • Photographs of the packaging where relevant

This allows us to investigate and resolve the issue as quickly as possible.

9. Refund Processing

Approved refunds will be processed after the returned item has been received and inspected.

The time required for the refund to reach your account may vary depending on the payment method and financial institution.

Zümrüt is not responsible for delays caused by banks, payment providers, or other third-party financial services after the refund has been initiated.

10. Return & Exchange Process

To start a return, exchange, or refund request, please contact us through the contact information provided on our website.

Please include:

  • Order number

  • Customer name

  • Phone number

  • Reason for the request

  • Whether you prefer a return, exchange, or refund

Our team will review the request and provide the next steps.

Please do not send an item back before contacting us and receiving return instructions from Zümrüt.

11. Non-Returnable Situations

A return, exchange, or refund may be declined if:

  • The request is made after the 11-day return period.

  • The item is a sale, discounted, clearance, or promotional item, except where an applicable exception applies.

  • The item is an accessory, except where an applicable exception applies.

  • The item has been washed or dry-cleaned.

  • The item has been altered, repaired, or damaged after delivery.

  • The item has perfume, makeup, deodorant, body lotion, stains, or other noticeable marks or odors.

  • Tags, labels, or required original packaging have been removed or damaged.

  • The item shows signs of use beyond reasonable testing or trying on.

  • The item cannot reasonably be resold because of its condition.

12. Contact Us

If you have any questions regarding a return, exchange, refund, or order cancellation, please contact Zümrüt through the contact details provided on our website.

We are happy to help and will do our best to make the process straightforward and convenient.

Zümrüt
Refined Pakistani Fashion & Lifestyle
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