Refund policy

REFUND, RETURN & EXCHANGE POLICY

Brand Name: Zelvi Wear

At Zelvi Wear, we are committed to providing premium quality products and a smooth shopping experience. As most of our items are handmade, stitched-to-order, or specially prepared, we follow a fair and transparent policy to protect both our customers and our business.

By placing an order with Zelvi Wear, you agree to the terms below.

1. Refund Policy

We generally do not offer cash refunds.

However, in case of a verified issue from our side, we may offer:

* Exchange
* Replacement
* Store Credit
* Refund (only where legally required or if the order cannot be fulfilled)

❌ Refunds are not applicable in the following cases:

* Change of mind
* Dislike of color, design, or fabric
* Wrong size selected by customer
* Minor variations due to handmade nature
* Delivery delays caused by courier services
* Sale or discounted items
* Customized or stitched orders

2. Exchange Policy

Exchanges are only accepted in the following cases:

✔ Wrong item delivered
✔ Major manufacturing defect
✔ Size different from confirmed order

Conditions:

* Item must be unused, unworn, and unwashed
* Original packaging and tags must be intact
* No stains, perfume, or damage

Time Limit:

* Claims must be submitted within 48 hours of delivery

3. Return Policy

We do not accept returns based on personal preference.

Returns are only accepted if:

* Product is defective
* Wrong item was sent

Approved returns will be processed as:
👉 Exchange or Store Credit only

4. Store Credit Policy

Where applicable, store credit will be issued:

* Valid for 90 days
* Non-transferable
* Cannot be converted into cash
* Can be used for future purchases only

5. Order Cancellation

* Orders can be cancelled within 24 hours of placement
* After 24 hours, cancellation is not allowed

If cancelled within 24 hours:

* Payment gateway or processing charges may be deducted
* Remaining amount may be issued as store credit or refunded (if applicable)

Customized / Stitched Orders:

* Cannot be cancelled once confirmed

6. Handmade & Variation Policy

Due to the handmade nature of our products, the following are not considered defects:

* Slight color variation due to lighting/screens
* Minor embroidery or stitching differences
* Measurement tolerance of 0.5–1 inch
* Small finishing irregularities

7. Delivery & Processing Time

* Order processing & Delivery time: 4–6 weeks ( as all outfits are made-to-order and prepasree specifically for each customer )
*

Delivery timelines are estimates and may vary.

We are not responsible for delays caused by:

* Courier companies
* Weather conditions
* Public holidays
* Incorrect customer details

However, extreme delays will be reviewed fairly.

8. Shipping Charges

* Shipping charges are non-refundable
* Return shipping will be:
    * Covered by customer (if no fault from our side)
    * Covered by Zelvi Wear (if issue is verified)

9. Cash on Delivery (COD)

* COD orders may require confirmation via call or WhatsApp before processing
* Zelvi Wear reserves the right to cancel unconfirmed COD orders

10. Refused or Undelivered Orders

If an order is not received due to:

* Incorrect address
* Customer unavailable
* Parcel refusal

👉 Re-delivery charges will apply
👉 No refund will be issued

11. Chargebacks & Disputes

By placing an order, you confirm that:

* You have reviewed product details carefully
* Payment was authorized

In case of disputes, we reserve the right to provide:

* Order details and logs
* Communication history
* Dispatch and delivery proof

12. Sale / Discount Items

All sale, discounted, and promotional items are:

❌ Non-refundable
❌ Non-returnable
✔ Exchange only if defective

13. Right to Cancel Orders

Zelvi Wear reserves the right to cancel or refuse any order due to:

* Stock unavailability
* Pricing errors
* Suspicious or fraudulent activity

In such cases, a refund or store credit will be issued.

14. Contact

For claims and support:
📧 Email: [zelvihandmade@gmail.com]
📱 WhatsApp: [+92 323 5316044]

15. Final Acceptance

By placing an order with Zelvi Wear, you confirm that you have read and agreed to this policy.