Refund policy

Refund & Return Policy — Zarzain

Last Updated: September 20, 2026

At Zarzain, we want every purchase to feel like a good decision. This policy sets out how long you have to return an item, what condition it needs to be in, and how your refund will be processed.

1. Return Window

You have 30 days from the date of delivery to request a return.

  • Requests made after this 30-day window cannot be accepted.
  • Please contact us and receive confirmation before sending any item back to us.
  • We apply this window consistently to keep the process fair for all customers.

2. Eligibility for Returns

To qualify for a refund or exchange, returned clothing items must be:

  • Unworn, unwashed, and free of alterations
  • Returned with all original tags and packaging attached
  • Free of stains, odors, makeup marks, or signs of wear

Items that arrive back to us not meeting these conditions may be declined and returned to the customer at their own cost.

3. Items That Cannot Be Returned

The following are excluded from returns or refunds:

  • Worn, washed, or altered clothing
  • Items without their original tags or packaging
  • Items marked as final sale or clearance at the time of purchase
  • Return requests submitted after the 30-day window

4. Situations Not Covered by This Policy

To keep expectations clear, we're not able to offer a return or refund simply because:

  • You changed your mind after ordering
  • The item no longer suits your needs
  • You ordered the wrong size, color, or variation
  • The item didn't match your personal expectations after arrival

We recommend checking the size guide, measurements, and product photos carefully before ordering, as this covers most of the questions customers have before buying. Exceptions may be made at our discretion, but they aren't guaranteed and don't establish a precedent for future orders.

5. How to Start a Return

  1. Email info@zarzain.com with your order number and the reason for the return.
  2. Our team will review your request, usually within 1–2 business days.
  3. Once approved, we'll send you return instructions and the correct return address.

Items sent back to us without prior approval may not be accepted.

6. Defective, Damaged, or Incorrect Items

If your order arrives defective, damaged in transit, or isn't what you ordered, contact us as soon as possible with photos or a short video of the issue. Once we've reviewed it, we'll arrange either:

  • A free replacement, or
  • A full refund

At no extra cost to you, including return shipping.

7. Who Covers Return Shipping

Customers are responsible for return shipping costs, except for defective, damaged, or incorrect items as described in Section 6, where Zarzain covers the cost.

8. How Refunds Are Processed

Once your return is approved, we'll refund you to your original payment method within 14  days.

9. Orders Already Shipped

Once an order has shipped, it can't be cancelled or refunded before it arrives. If you'd like to return it, please wait for delivery and then submit your request within the 30-day window.

10. Refund Not Received Yet?

If it's been longer than expected:

  1. Double-check your bank or card statement.
  2. Contact your bank or payment provider — processing times can vary on their end.
  3. Still nothing? Email us at info@zarzain.com and we'll look into it.

11. Contact & Business Details

Legal Business Name: Masud Trading Business ID: 3417453-5 Registered Address: Peltolankatu 5 D 65, 80220 Joensuu, Finland Warehouse & Return Address: Kauppakatu 28, 80100 Joensuu, Finland Email: info@zarzain.com Phone: +358 44 961 9793 Customer Support Hours: Monday–Friday, 9:00 AM–5:00 PM (EET)