Return and Refund Policy

Return and Refund Policy - ZURRIES BILLINERY (PVT) LTD

Last Updated: July 27, 2025

Our return policy is designed to address issues with product quality. By placing an order, you agree to these terms.

1. Our Policy on Defective Products

We accept returns and exchanges only for products that are defective. A product is considered defective if it is non-functional, broken, or has a manufacturing fault.

• Return Window: You must report the issue within 14 calendar days of the delivery date.

• Required Evidence: You must provide clear photo or video evidence unequivocally showing the defect. Claims without this evidence will not be approved.

• Return Conditions: Items must be unused (unless the defect prevents initial use) and, where possible, in their original packaging.

• Return Shipping: We will provide a pre-paid return label for all approved defective product returns.

• Refund Process: Approved refunds are processed to your original payment method within 20 business days after we receive and inspect the item.

• Exchange Process: We accept exchanges for defective products only. If your request is approved after inspection, a replacement item will be shipped to you at no additional cost, subject to availability. If a direct exchange is not possible, a refund will be offered.

2. No Returns for Other Reasons

We do not accept returns, refunds, or exchanges for non-defective items, including for:

• Change of mind or buyer's remorse.

• Incorrect size or color choices made by the customer.

• Items no longer wanted after shipment.

3. Product Not Received (After Delivery Scan)

Once the courier marks a package as "Delivered," the order is considered fulfilled. We are not responsible for lost or stolen packages after this confirmation. Any chargeback for "Product Not Received" after a delivery scan will be disputed using official tracking logs.

4. Unauthorized / Fraudulent Transactions

All transactions are secured with mandatory OTP verification, which provides irrefutable proof of cardholder authorization. We will fully dispute any chargeback claiming an "unauthorized" or "fraudulent" transaction using our comprehensive digital evidence.

5. Final Notice on Chargebacks

We maintain a zero-tolerance policy for fraudulent or unjustified chargebacks. All chargebacks will be aggressively contested with complete transaction logs, delivery information, and all relevant communication records. Customers who initiate false chargebacks will be permanently blacklisted and reported to fraud prevention databases.