Return, Exchange & Refund Policy

Return, Exchange & Refund Policy

At ZORVEN, we want customers to receive the correct product, size and variant they ordered. This policy explains the conditions and process for requesting a return, exchange or refund.

Return & Exchange Period

Customers may request an eligible return or exchange within:

[Confirm return/exchange window, e.g. 7 days from delivery]

Requests received outside the applicable period may not be eligible unless required under applicable law or specifically approved by ZORVEN.

Return Eligibility

To qualify for a return or exchange, the product should generally:

  • Be unworn and unused
  • Be in resalable condition
  • Have its original packaging where applicable
  • Include original tags, labels and accessories
  • Show no signs of outdoor use, damage or alteration
  • Be accompanied by valid order information

For footwear, we recommend trying the product indoors on a clean surface before deciding whether to keep it.

Size Exchange

If you ordered the wrong size, you may request a size exchange subject to:

  • Availability of the required size
  • Product condition
  • Exchange eligibility period
  • Applicable delivery/exchange charges

If the requested size is unavailable, our team will explain the available alternatives.

Wrong Product Received

If ZORVEN sends:

  • The wrong product
  • The wrong size
  • The wrong color or variant

please contact us promptly after receiving your parcel.

We may ask for photographs of the received product, packaging and order information so our team can verify the issue and arrange the appropriate solution.

Damaged or Defective Product

If you believe your product arrived damaged or has a genuine manufacturing issue, please contact our support team as soon as possible.

Please provide clear photographs or videos showing:

  • The complete product
  • The affected area
  • Product packaging
  • Relevant labels where applicable

Our team will review the case before approving an exchange, return or refund.

Normal wear and tear, accidental damage, misuse or damage caused after delivery may not qualify as a product defect.

Items That May Not Be Eligible

A return or exchange may be refused where:

  • The product has been worn outdoors
  • The product is dirty, damaged or altered after delivery
  • Original packaging or essential components are missing
  • The product shows signs of misuse
  • The return period has expired
  • The product was purchased under a clearly stated non-returnable condition, where applicable

This does not affect any rights that customers may have under applicable law.

Return Approval

Please do not send products back without first contacting ZORVEN Customer Support.

Once your request has been reviewed, our team will provide return or exchange instructions where applicable.

Returning a parcel without authorization may cause delays in processing.

Return Shipping Charges

Return or exchange delivery charges depend on the reason for the request.

Where the issue results from an incorrect or defective item supplied by ZORVEN, applicable return arrangements will be reviewed by our support team.

For preference-based exchanges such as selecting a different size, applicable courier charges may be payable by the customer.

Final charge rules should be confirmed by ZORVEN before publication.

Refund Approval

Once an eligible returned product is received and inspected, we will notify you of the outcome.

If approved, the applicable refund will be processed using the appropriate available method.

Refunds for Online / Card Payments

Approved refunds for prepaid orders will normally be processed through the applicable payment method or another approved refund method.

Banking and payment-provider processing times may vary after ZORVEN initiates the refund.

Refunds for Cash on Delivery Orders

For eligible Cash on Delivery refunds, customers may be asked to provide appropriate information required to process the refund through an available bank transfer or another approved method.

ZORVEN will never request sensitive information such as your online banking password or card PIN.

Shipping Charges & Refunds

Original delivery charges may be non-refundable unless the return results from an error attributable to ZORVEN or another situation specifically approved by us.

Order Cancellation

If you wish to cancel an order, contact us as soon as possible.

Orders that have not yet been dispatched may be eligible for cancellation.

Once an order has been processed or handed over to the courier, cancellation may no longer be possible and the applicable return/exchange procedure may apply after delivery.

Promotional Orders

Products purchased during promotions, discounts or special campaigns remain subject to the conditions communicated with the promotion and this policy.

A reduced price alone does not automatically mean that an item is non-returnable unless this has been clearly communicated.

How to Request a Return or Exchange

Contact ZORVEN and provide:

  1. Your order number
  2. Customer name
  3. Phone number
  4. Product concerned
  5. Reason for return/exchange
  6. Relevant photos/videos where requested

Customer Support

WhatsApp / Phone: +92 304 657 8888
Landline: 042-32303342
Email: contact@zorven.com.pk

Monday–Saturday: 09:00 AM–6:00 PM
Sunday: Closed