Refund and Returns Policy

We appreciate your purchase and want you to be fully satisfied. If your order does not meet your expectations, we offer a clear and fair return process. 

Eligibility for Return

To be eligible for a return, please ensure the following:

• The item is unused and unworn.
• All original tags are still attached.
• The item is preferably returned in its original packaging.
• You have proof of purchase, such as your order number or confirmation email.

Providing Details for Your Return

When you request a return, please include a detailed explanation of the issue you encountered. This could be:

• Receiving the wrong size.
• Receiving the incorrect color.
• The product is defective.

Required Photographic Evidence

To help us process your return quickly, please provide at least two clear, well-lit photographs:

• One photo showing the defective or incorrect area.
• One photo showing the size tag (if applicable).
• Full shots of both the front and back of the item.

Return requests without complete photographic evidence will unfortunately be automatically declined.

Initiating Your Return

• Returns must be started within 60 days from the date you received your order. We cannot accept requests made after this time.
• To begin, please contact our customer service at support@zibiya.com.
• In your communication, please include:
  • Your full name.
  • Your order number.
  • A clear explanation of the issue.
  • All the required photos.
  • Whether you would prefer a refund or an exchange.

Return Shipping Costs

• If the return is due to an error on our part, we will cover the return shipping costs and provide you with a prepaid label.
• In all other cases, the return shipping fees will be your responsibility.
• Please note that original shipping charges are non-refundable unless the return is due to our mistake.

Refund Policy

Once we receive your returned item, our team will inspect it thoroughly to ensure it complies with our return criteria. This process typically takes up to 72 hours. 

If Your Return is Approved

• Refund Processing: If your return is approved, we will process your refund within 7 business days.
• Credited to Original Payment: The refund will be credited back to the original payment method you used for your purchase.
• Refund Arrival Timeline: Please keep in mind that it might take your bank or card issuer an additional few days to reflect the credit in your account.

Important Notes on Refunds

• Original Shipping Non-Refundable: Please note that the initial shipping fees you paid are non-refundable, unless the reason for the return is an error on our part.
• Prepaid Label Deduction: If we provided you with a prepaid return shipping label, but the return wasn’t due to our mistake, the cost of that shipping label may be deducted from the total refund amount.

If Your Return Doesn’t Meet Our Guidelines

• If your returned item does not meet our return criteria, we will notify you.
• In such cases, the item may be shipped back to you at your expense..

Exchange Policy

Exchanges are available only for damaged, defective, wrong size, or incorrect products. We do not accept exchanges due to change of mind or preferences. To request an exchange, please contact us at support@zibiya.com with your full name, order number, detailed issue description, and clear photos supporting your claim.

If approved and the replacement item is available, we will send it to you free of charge, along with tracking details. If the item you need is out of stock, we will contact you to explore other options, including a possible refund.

For any questions or help with returns, refunds, or exchanges, please reach out to our support team at support@zibiya.com. Your satisfaction is our priority, and we’re here to assist you every step of the way.

For any inquiries or requests regarding our return and refund policy, please email us at support@zibiya.com. Our customer service team aims to respond within 48 business hours to assist you promptly and efficiently.