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Return & Exchange Policy
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Return & Exchange Policy
Return & Exchange Policy
Last updated: October 6, 2026
We want you to be happy with your ZELNA purchase. Please review the following policy before requesting a return or exchange.
1. Return & Exchange Window
Eligible items may be requested for return or exchange within 7 days of delivery. Requests received after this period may not be accepted.
2. Eligibility Conditions
To be eligible, the item must be unused, unworn, unwashed, and in its original condition with all original tags and packaging attached. Items showing signs of use, washing, damage, alteration, or missing tags may be refused.
3. Items That May Not Be Eligible
- Items that have been worn, washed, altered, or damaged.
- Items returned without original tags or packaging where applicable.
- Items specifically identified as non-returnable or final sale.
- Products that cannot be returned for hygiene reasons where applicable.
4. How to Request a Return or Exchange
Contact our customer support team with your order number, the item(s) you wish to return or exchange, and the reason for your request.
Email: customersupport@koa.com.pk
Phone: +92 42 111 647 428
Our team will review the request and provide the next instructions if it is eligible.
5. Exchange
Exchanges are subject to product availability. If the requested replacement is unavailable, we may offer another appropriate resolution, such as store credit or a refund where applicable.
6. Refunds
Once an approved return is received and inspected, we will communicate the outcome and applicable refund method. Refund timing may depend on the payment method and payment provider.
7. Return Shipping
Unless the item is defective, damaged in transit, or incorrectly supplied, return shipping arrangements and any applicable charges may be the customer’s responsibility. Our customer support team will confirm the applicable process before the return is sent.
Important Note
Return and exchange approval is subject to the conditions above and any applicable consumer-protection requirements. We recommend contacting customer support before sending an item back.
Contact Us
✉ customersupport@zelnaofficial.com
📍 21 Km Ferozpur Road Lahore Pakistan.
