Refund and Returns Policy

Check the parcel before you pay

This is the part that matters most, and it is the reason most problems never become returns.

You may open the parcel and inspect the item in front of the courier before handing over any money. If it is the wrong product, if it is broken, or if something is missing, you can refuse the parcel there and then. You will not have paid, so there is nothing to refund and nothing to argue about.

We would rather you took the extra minute at the door than accept a parcel you are unsure about.

Damaged, wrong or incomplete items

If you have already paid and then find a problem, tell us as soon as you can, while you still have the packaging.

Send us:

• Your order number
• Photos of the item showing the problem
• A photo of the parcel and its packaging
• A line describing what is wrong

Send it to our WhatsApp number or email support@zarak.pk. We will confirm what happens next and arrange either a replacement or a refund. Where the fault is ours, you do not pay to return the item.

How to request a return

1. Message us with your order number and the reason.
2. Wait for us to confirm the return before sending anything back. An item posted back without being agreed first can go missing, and we may not be able to trace it.
3. Pack the item with everything it came with, in its original packaging where possible.
4. We will tell you how to return it and confirm who pays the return cost, which depends on the reason for the return.

Condition of returned items

To be returned, an item should be:

• Unused, unless the fault only became apparent in use
• Complete, with all parts, accessories and free items included
• In its original packaging where that packaging is part of the product

Some items cannot be returned once opened, for hygiene reasons. Personal care items and similar products fall into this group. Where that applies to a product, we will say so before you buy.

Cancelling an order

You can cancel free of charge at any point before the parcel is dispatched. Message us with the order number and we will stop it.

Once a parcel is with the courier it cannot be recalled, but you can still refuse it at the door, and a Cash on Delivery order costs you nothing if you do.

How refunds are paid

Cash on Delivery means there is no card payment to reverse, so a refund is sent to you directly. We will ask for a bank account or mobile wallet number in your name, confirm the amount with you first, and send it once the returned item has reached us and been checked.

If you paid in advance, the refund goes back to the account you paid from wherever possible.

What is not covered

We cannot accept a return where:

• The item has been damaged after delivery through misuse or an accident
• Parts, accessories or packaging are missing and the item cannot be resold
• The item is one of the hygiene-sealed products noted above and the seal is broken

Ordinary variation in colour between a photograph and the item in your hand, caused by screen settings and lighting, is not a fault. If a product looks materially different from its listing, that is a different matter and we want to hear about it.

If you are not satisfied with the outcome

Tell us. Ask for the case to be looked at again and give us the order number. We would rather resolve a complaint directly than lose a customer over it.

Start a return

See also the Shipping Policy for delivery problems, and the FAQs for shorter answers.