Complaints and Returns                                                                                                                                            

Return and exchange policy

Zenoor.com provides hassle-free Online Shopping in Pakistan. We offer 7 days return & exchange policy. If you are not satisfied with any product you’ve received, you can return/exchange it within 7 days from the date of delivery. Please note that all returned products shall meet our conditions (i.e. Items shall be in the same condition with complete packaging. Product tags should be intact. To claim for return & exchange Call @ 03-062-811-115 or SMS/WhatsApp @ 0306-2811115.

Exchange Policy:

Unused products can easily be exchanged with another product on the store, if it is available in stock. Products that are stitched on order cannot be returned or exchanged.

 

HOW TO FILE FOR A RETURN OR EXCHANGE?

To return or exchange a product please email us the order # with product name, original proof of purchase receipt and issue at customercare@zenoorcollections.com and our customer care agent will get in contact with you. Alternatively you can call us on +92 306  2811115 from Monday to Saturday between 10:00 am – 6:00 pm (Pakistan Standard Time).

 


    RETURN PROCEDURE

    Returns of any order are only accepted if they are notified within 48 hours after delivery and with the original proof of purchase receipt that was emailed to you at the time of purchase. Follow the steps below to return any item:

    • Collect your items & take the picture of those items as proof to share with our customer care team.
    • Find receipt that is sent to you via email in your mailbox while ordering on our website and it contains the original order number.
    • Fill out a return request on ZENOOR’s website, including your order number, name, email address, and phone number, as well as your cause for return and proof of your claim for return (photos, videos, etc.).
    • If your request is genuine and eligible for return, our customer service team will investigate it and contact you.
    • Reship it back to us by any courier services if the customer support team agrees with your case.
    • After reviewing the nature of the complaint, we may offer you an exchange or store credit of less or equal value with a validity date of the credit.
    • In case a return application is approved, it will only be for the price of the article(s), and will not cover the shipping and/or stitching cost.
    • In case your claim for return is rejected by customer care, you’ll be notified within 5 business days.
    NOTE:
    • We are only responsible for returns once it reaches our warehouse.
    • Please note returns are catered only if returned products are sent through courier services.

    Timeline for Refund against a returned item : 14 days to 45 days

    ELIGIBILITY CRITERIA FOR A RETURN

    • If your item arrived in defective / damaged or incorrect / incomplete condition(before opening package), a refund against return will be issued.
    • Incorrect product has been delivered.
    • The product received is incomplete.

    NON ELIGIBILITY CRITERIA FOR A RETURN

    • Return if the item is “No longer needed” or “Changed my mind” or “no technical reason but just want to cancel the order” or “you do not like the product after opening the package’* any other reasons listed apart from the ones listed in ‘Eligibility’.
    • Any *Made to order* or *Customized orders* cannot be returned.
    • Any orders where a customer has been given a special discount as a favor cannot be returned.
    • ZENOOR does not cater returns reported after the first 48 hours of delivery.
    • If a product is returned to ZENOOR’s Warehouse in an inadequate condition or if the product is tempered, damaged or the care instructions have been violated, we reserve the right to send it back to you or refuse to issue the refund.

    EXCHANGE PROCEDURE

    We at ZENOOR are dedicated to providing the best possible service. While we hope you enjoy your purchase, we do not accept returns or exchanges under normal circumstances. Only if you have a problem with the product’s quality do we provide Conditional Exchange.

    If you notice a problem with your order within 48 hours of receiving it, ZENOOR strongly advises you to file for a product exchange. Please follow the steps below to submit an application for exchange:

    • Contact our customer care via WhatsApp number, or Email Id provided on the website.
    • Confirm your exchange by providing desired size guidelines or customizations.
    • You will receive exchange confirmation within the next 24 to 48 hours.

    NON ELIGIBILITY CRITERIA FOR AN EXCHANGE

    • ZENOOR holds the right to not amend/ edit orders after 48 hours of purchase confirmation.
    • Items ordered on sale are not entertained for exchange or return.

    PLEASE NOTE

    ZENOOR will not cater exchange for any product that has been washed, dried, damaged or stained in any way. This includes items that have been dried or damaged in the dryer.
    ZENOOR is not responsible for bleeding, damage of print or fading of colors due to washing and ironing.