Introduction

At Zebaesh, your satisfaction is our priority. We carefully formulate our products using high-quality ingredients and genuinely believe in the benefits they are designed to provide.

We understand that every customer is unique and that individual experiences may vary. For this reason, we have introduced a customer-friendly Refund & Return Policy that is designed to be fair, transparent, and easy to understand.

This policy explains when you may request a refund, replacement, or exchange, how to submit a request, and the conditions that apply. It also outlines your responsibilities and ours so that every request can be handled fairly and efficiently.

This Refund & Return Policy should be read together with our Terms of Service, Shipping Policy, Privacy Policy, and any additional information provided on our website or during checkout.

Scope of This Policy

This policy applies to all eligible purchases made through the official Zebaesh website.

It covers our current and future product categories, including but not limited to:

• Hair care products.
• Skincare products.
• Beauty and cosmetic products.
• Personal care products.
• Beauty tools and accessories.
• Fashion accessories.
• Handbags and wallets.
• Jewellery.
• Lifestyle and wellness products.
• Gift items.
• Bundles and promotional products.
• Any future products or services offered by Zebaesh.

Unless separate return terms are specifically published for a particular product or promotion, this policy will apply to all eligible purchases made through our website.

Our 30-Day Satisfaction Guarantee

At Zebaesh, we don't simply want to sell products—we want our customers to genuinely benefit from them.

Unlike many brands that only accept returns for unopened products, we offer a 30-Day Satisfaction Guarantee for eligible products because we believe in the quality of what we create.

If you use an eligible product according to the recommended directions for a reasonable trial period and genuinely do not experience the benefits described by Zebaesh, you may request a refund under this Satisfaction Guarantee, subject to the conditions explained in this policy.

This guarantee is intended to give customers confidence when trying Zebaesh products for the first time while also ensuring that the policy is used honestly and fairly by everyone.

What Can Be Refunded?

Refunds are available only in the specific situations described in this policy.

In general, a refund may be considered where:

• An eligible product has been used according to the recommended directions during the applicable trial period.
• The customer genuinely did not experience the advertised benefits.
• A refund request is submitted within 30 calendar days of receiving the product.
• All applicable eligibility requirements described in this policy have been satisfied.

Refunds are not automatically approved. Every request is reviewed individually to ensure that the requirements of this policy have been met.

What Cannot Be Refunded?

To keep our policy fair for everyone, refunds are not available simply because:

• You changed your mind.
• You no longer want the product.
• You ordered the wrong product by mistake.
• You ordered more than you needed.
• You found the product elsewhere.
• You no longer wish to use the product.

In these situations, a refund will generally not be available unless required by applicable law.

Refund Eligibility

To qualify for a refund under our 30-Day Satisfaction Guarantee, customers should:

• Use the product according to the recommended directions.
• Give the product a reasonable opportunity to perform.
• Submit the refund request within 30 days of delivery.
• Provide any information reasonably requested by Zebaesh to review the claim.
• Provide a written Customer Declaration confirming that the product was used honestly and that the expected benefits were not experienced.

The Customer Declaration helps us operate a generous satisfaction guarantee while protecting the policy from misuse. Providing false or misleading information may result in the claim being declined.

Refund, Replacement & Exchange

Refunds, replacements, and exchanges are different types of resolutions and each applies in different situations.

Generally:

• Refunds apply under our 30-Day Satisfaction Guarantee where the customer genuinely does not experience the expected benefits.
• Replacements or Exchanges apply where the wrong product was delivered, a product arrives damaged, leaks during transit, or another shipping or fulfilment issue occurs.

The specific requirements for each type of request are explained in the following sections of this policy.

Our Promise

We believe that a good refund policy should protect honest customers while also protecting the integrity of our products and business.

Every request received by Zebaesh is reviewed individually, fairly, and in good faith. Our goal is always to reach a reasonable solution while providing the best possible customer experience.

How to Request a Refund, Replacement, or Exchange

If you believe your order qualifies for a refund, replacement, or exchange under this policy, please contact Zebaesh through one of our official customer support channels as soon as reasonably possible.

To help us review your request efficiently, please provide all relevant information relating to your order together with any supporting evidence requested under this policy.

Requests submitted through unofficial channels may not be processed until they are received through an official Zebaesh customer support channel.

Evidence Required for Shipping-Related Claims

To protect both our customers and our business from fraudulent or inaccurate claims, certain requests require supporting evidence before they can be reviewed.

For claims relating to shipping, delivery, damaged products, leakage, incorrect products, missing items, or similar fulfilment issues, customers must provide:

• A continuous package opening video recorded from the moment the sealed package is opened until all contents are clearly shown.
• The complete video must clearly show the shipping label, outer packaging, inner packaging, and every item received.
• The video must be submitted within 24 hours of delivery.
• The request must be submitted through an official Zebaesh customer support channel.

This evidence allows us to investigate shipping-related issues fairly with our courier, fulfilment, and packaging partners.

Why We Require an Opening Video

Once a package has been opened, it is often impossible to determine whether damage, leakage, missing items, or other issues occurred during packing, shipping, delivery, or afterwards.

A continuous opening video helps protect honest customers while also protecting Zebaesh from fraudulent or inaccurate claims. It enables us to investigate each case fairly and reach an appropriate resolution more quickly.

When an Opening Video Is Required

An opening video is generally required for claims involving:

• Products damaged during delivery.
• Leaking products.
• Incorrect products.
• Missing products or missing accessories.
• Incomplete orders.
• Packaging issues affecting the delivered order.

Where the required opening video is not provided within the required timeframe, Zebaesh may be unable to verify the circumstances of the claim and may therefore decline the request.

Additional Information We May Request

Depending on the nature of your request, we may also ask you to provide additional information to help us complete our review.

This may include:

• Your order number.
• Your full name.
• The email address or telephone number used when placing the order.
• Photographs of the product or packaging.
• A description of the issue.
• The original invoice or proof of purchase where available.
• Any other information reasonably required to investigate the request.

Customer Declaration for Satisfaction Guarantee Refunds

Refund requests made under our 30-Day Satisfaction Guarantee are reviewed differently from shipping-related claims.

Where a customer requests a refund because they genuinely did not experience the advertised benefits of an eligible product, Zebaesh may request a written Customer Declaration confirming that:

• The product was used according to the recommended directions.
• The product was given a reasonable opportunity to perform.
• The customer genuinely did not experience the expected benefits.
• The information provided is true and accurate to the best of the customer's knowledge.

This declaration forms an important part of our 30-Day Satisfaction Guarantee and helps us continue offering this customer-friendly policy while discouraging misuse.

Inspection and Review Process

Every request submitted under this policy is reviewed individually by our customer support team.

Depending on the circumstances, we may review the supporting evidence, inspect returned products where applicable, consult our courier or fulfilment partners, verify order records, or request additional information before making a decision.

Our goal is to review every request fairly, consistently, and as quickly as reasonably possible.

Return Conditions

Where a return is approved, customers should ensure that the returned product is packaged carefully to help prevent further damage during transportation.

Unless otherwise instructed by Zebaesh, returned products should generally include:

• The original product.
• The original product box.
• Original packaging materials where reasonably available.
• The purchase invoice or proof of purchase where available.
• Any accessories, complimentary items, inserts, or promotional materials that formed part of the approved return.

If a complimentary gift was received as part of an order that is being refunded in full, the complimentary gift should also be returned unless Zebaesh expressly confirms otherwise.

Return Shipping

Responsibility for return shipping depends upon the reason for the approved return.

• If the return results from an error by Zebaesh, such as an incorrect product, verified shipping damage, leakage, or another fulfilment issue, Zebaesh will generally bear the reasonable return shipping cost.
• If the return results from reasons not attributable to Zebaesh, the customer will generally be responsible for the return shipping cost unless applicable law requires otherwise.

Customers should not return products without receiving return instructions from Zebaesh, as unauthorised returns may delay processing or prevent us from correctly identifying the shipment.

30-Day Satisfaction Guarantee Refund

Our 30-Day Satisfaction Guarantee is designed to give customers confidence when trying eligible Zebaesh products for the first time.

If, after using an eligible product according to the recommended directions for a reasonable trial period, you genuinely do not experience the benefits described by Zebaesh, you may request a refund within 30 calendar days of receiving your order.

Every request is reviewed individually. Approval is subject to the eligibility requirements, Customer Declaration, and review process described in this policy.

The purpose of this guarantee is to support honest customers who genuinely gave the product a fair opportunity to perform but did not experience the expected results.

When a Refund May Be Approved

A refund may generally be approved where all of the following conditions have been satisfied:

• The product is eligible under our 30-Day Satisfaction Guarantee.
• The product was used according to the recommended directions.
• The customer gave the product a reasonable opportunity to perform.
• The refund request was submitted within 30 calendar days of delivery.
• The Customer Declaration and any other reasonably requested information have been provided.

Every refund request is assessed individually. Approval is not automatic and depends upon compliance with this policy.

Refund Processing

Once a refund has been approved, Zebaesh will normally process the refund within 7 to 10 Business Days.

Refunds will generally be issued to the bank account or other payment destination provided by the customer during the refund process.

Customers are responsible for ensuring that the account details provided for the refund are complete and accurate. Zebaesh cannot be responsible for delays or failed transfers resulting from incorrect banking or payment information supplied by the customer.

Replacement and Exchange

Some situations are better resolved through a replacement or exchange rather than a refund.

Subject to the evidence requirements described in this policy, Zebaesh may provide a replacement or exchange where:

• An incorrect product was delivered.
• A product arrived damaged during shipping.
• A product leaked during transit.
• An item was missing from the order.
• Another verified fulfilment or shipping error occurred.

Depending on product availability and the nature of the issue, Zebaesh may provide an identical replacement, an equivalent replacement, or another appropriate solution.

Damaged or Leaking Products

If your order arrives with a product that has been damaged or has leaked during transportation, please contact Zebaesh as soon as reasonably possible.

Subject to the evidence requirements described in this policy, eligible claims will normally be resolved through a replacement or exchange rather than a refund.

Our team will review the evidence provided and may coordinate with our courier or fulfilment partners before approving the replacement.

Incorrect Products

If you receive a product that differs from the item confirmed in your order, please notify Zebaesh promptly.

Subject to the evidence requirements described in this policy, we will normally arrange for the incorrect product to be replaced with the correct item as quickly as reasonably practicable.

Where a replacement is approved because of an error by Zebaesh, return shipping costs will generally be borne by Zebaesh.

Missing Items

If your package arrives with one or more missing products or accessories, please contact our customer support team as soon as reasonably possible.

Subject to the evidence requirements described in this policy, verified missing items will normally be shipped separately at no additional cost to the customer.

Missing-item claims generally result in shipment of the missing product rather than a refund.

Change of Mind

We understand that customers may occasionally change their minds after placing an order.

However, because many of our products relate to beauty, personal care, cosmetics, and hygiene, we do not generally accept returns or provide refunds simply because:

• You changed your mind.
• You no longer wish to keep the product.
• You ordered the wrong item.
• You no longer need the product.
• You found a lower price elsewhere.

Change-of-mind requests are therefore generally not eligible for a refund, replacement, or exchange unless otherwise required by applicable law.

Sale, Promotional, and Bundle Products

Products purchased during sales, promotional campaigns, discounted offers, or as part of bundles are subject to the same eligibility requirements described in this policy.

Discounts, promotional pricing, or bundle offers do not by themselves create an entitlement to return products because of a change of mind.

Where a verified shipping or fulfilment issue occurs, or where an eligible product qualifies under our 30-Day Satisfaction Guarantee, the appropriate resolution will be provided in accordance with this policy regardless of whether the product was purchased at full price or during a promotion.

Products Not Eligible for Return or Refund

Unless otherwise required by applicable law or expressly stated in this policy, products are generally not eligible for return, refund, replacement, or exchange in the following circumstances:

• The request is based solely on a change of mind.
• The request is submitted after the applicable time limits described in this policy.
• The customer has not complied with the evidence or documentation requirements where applicable.
• The product has been intentionally damaged, misused, altered, or used in a manner inconsistent with the recommended directions.
• The product issue results from improper storage, handling, or use after delivery.
• The claim contains false, misleading, or incomplete information.

These limitations help us maintain a fair policy for all customers while protecting the integrity of our products and services.

Future Products and Services

As Zebaesh continues to grow, we may introduce new product categories, digital services, subscriptions, memberships, beauty tools, cosmetics, fashion accessories, and other products.

Unless separate refund or return terms are specifically published for a particular product or service, this Refund & Return Policy will generally apply to all eligible purchases made through our official website.

Certain products or services may have additional return conditions where required because of their nature, hygiene requirements, digital delivery, customisation, or other operational considerations.

International Orders and Returns

Zebaesh currently delivers within Pakistan only.

If international shipping becomes available in the future, additional return procedures, refund timelines, shipping costs, customs requirements, import duties, taxes, destination-specific restrictions, and other conditions may apply depending on the country of delivery.

International customers should review any country-specific return terms published at the time of purchase.

Policy Misuse

Our Refund & Return Policy is designed to protect genuine customers while allowing us to continue offering a generous 30-Day Satisfaction Guarantee.

We reserve the right to decline any request where there is reasonable evidence of fraud, repeated abuse of the policy, intentionally misleading information, manipulated evidence, or any attempt to obtain an unfair benefit through misuse of this policy.

Exercising this right helps ensure that our satisfaction guarantee remains available for honest customers who genuinely qualify under this policy.

Changes to This Policy

As our products, services, technology, business operations, and customer experience continue to evolve, Zebaesh may update this Refund & Return Policy from time to time.

Updates may reflect improvements to our services, operational processes, legal requirements, customer feedback, or future product categories.

Any updated version becomes effective upon publication unless another effective date is expressly stated.

We encourage customers to review this page before placing an order to remain informed about our latest refund and return practices.

Contact Us

If you have any questions regarding refunds, replacements, exchanges, return requests, or any part of this policy, our customer support team will be happy to assist you.

Please contact us through one of our official customer support channels. Our latest contact information, including our customer support email address, WhatsApp number, and other official communication methods, is available on our Contact Information page.

To help us assist you more quickly, please include your order number together with a brief description of your request whenever possible.

Our Promise to You

At Zebaesh, we believe that trust is earned through honesty, quality, and exceptional customer care.

Our Refund & Return Policy is designed to provide confidence when shopping with us while ensuring that every request is handled fairly, consistently, and transparently.

As our brand continues to grow into new products, technologies, and international markets, we remain committed to maintaining clear policies, delivering quality products, and providing customer support that reflects the values of the Zebaesh brand.

Thank you for choosing Zebaesh. We truly appreciate your trust and the opportunity to serve you.