Refund policy

Return & Refund Policy

At The Zei, every abaya is custom-made and tailored specifically to each customer's requirements. Therefore, we maintain a strict return and refund policy.

Non-Refundable Orders

All custom orders are final. Once an order is confirmed and full payment has been received:

  • Orders cannot be refunded.

  • Orders cannot be exchanged.

  • Order modifications are not permitted.

  • Production begins immediately after confirmation and payment.

Returns for Manufacturing Defects

A return request may only be considered if the product is received with:

  • A clear manufacturing defect, or

  • A sizing error directly caused by The Zei.

Conditions for Review

To be eligible for review:

  1. The customer must contact The Zei within 3 calendar days of receiving the order.

  2. Clear photos or video evidence of the issue must be provided.

  3. The product must be returned in its original, unused condition.

Requests submitted after the 3-day period will not be considered.

Approved Claims

If The Zei determines that the issue is due to a manufacturing defect or sizing error caused by The Zei:

  • One alteration or correction will be provided.

  • No monetary refund will be issued.

  • The customer is responsible for any applicable shipping costs as outlined in our Shipping & Delivery Policy.

Handmade Product Disclaimer

Due to the handcrafted nature of our products:

  • Minor variations in stitching, finishing, fabric placement, or construction may occur.

  • Colors may vary slightly due to lighting conditions, photography, or screen settings.

These variations are considered normal characteristics of handmade products and do not qualify as defects or grounds for a refund, return, exchange, or compensation.

Shipping & Return Costs

  • Customers are responsible for all shipping and delivery charges.

  • For approved alterations, customers are responsible for round-trip shipping costs.

  • No alteration request will be processed until all applicable shipping fees have been paid.

Policy Acceptance

By placing an order with The Zei and completing payment, the customer acknowledges and agrees to this Return & Refund Policy.