Refund policy

Return & Exchange Policy

Last Updated: June 2026

1. Overview

At Zahrah Modest, we are committed to providing high-quality modest fashion and ensuring customer satisfaction. Please review this Return & Exchange Policy carefully before placing your order.

Due to the nature of our products and business operations, we do not offer refunds for delivered orders. Approved returns are processed as exchanges only.

2. Return & Exchange Eligibility

2.1 Eligible Returns

Returns or exchanges are accepted within 6 hours of delivery only if:

  • You received the wrong item.

  • The item arrived damaged.

  • The item has a manufacturing defect.

  • The item received differs significantly from the item ordered.

All approved returns are processed as exchanges only.

2.2 Non-Eligible Returns

We do not accept returns or exchanges for:

  • Change of mind.

  • Incorrect size selected by the customer.

  • Personal preference regarding color, style, or fit.

  • Custom-made or made-to-order items.

  • Clearance, sale, promotional, or discounted items.

  • Items that have been worn, washed, altered, or damaged after delivery.

  • Items with missing tags, labels, packaging, or accessories.

3. How to Request an Exchange

Step 1: Contact Us

You must contact us within 3 hours of receiving your order and provide:

  • Order number

  • Clear photos of the item

  • Photos showing the defect, damage, or issue

  • Brief explanation of the problem

Contact Information

WhatsApp (Preferred): +234 704 068 6990

Business Hours: Monday – Saturday, 9:00 AM – 6:00 PM WAT

Step 2: Exchange Authorization

After reviewing your request, we will:

  1. Verify the issue.

  2. Confirm eligibility.

  3. Provide exchange instructions.

  4. Arrange pickup or provide a return address where applicable.

Returns sent without prior authorization will not be accepted.

4. Condition Requirements

To qualify for an exchange, items must be:

  • Unworn and unwashed.

  • In original condition.

  • Free from stains, odors, makeup marks, or damage.

  • Returned with all original tags attached.

  • Returned with original packaging whenever possible.

  • Unaltered and unmodified.

Zahrah Modest reserves the right to reject exchanges that do not meet these conditions.

5. Exchange Process

5.1 Returning the Item

Once approved:

  1. Securely package the item.

  2. Include your order details.

  3. Ship or hand over the package according to instructions provided.

  4. Retain any courier tracking information.

5.2 Inspection

Upon receiving the returned item:

  1. We will inspect it.

  2. Confirm eligibility.

  3. Process the exchange.

  4. Notify you once the replacement item has been dispatched.

Processing typically takes 3–7 business days after receipt.

6. Refund Policy

Delivered Orders

Zahrah Modest does not offer refunds for delivered orders.

Approved claims are resolved through:

  • Exchange for the same item.

  • Exchange for another available item of equal value.

  • Store credit (at our discretion).

Undelivered Orders

Refunds may be considered only if:

  • An order cannot be delivered.

  • The item is unavailable and no suitable replacement can be provided.

  • Zahrah Modest determines that a refund is appropriate.

Any approved refund will be processed to the original payment method.

7. Exchanges

7.1 Exchange Options

If approved, you may exchange for:

  • A different size.

  • A different color.

  • Another available item of equal value.

7.2 Availability

All exchanges are subject to stock availability.

If the requested replacement is unavailable, we may:

  • Offer a similar item.

  • Offer store credit.

  • Place the item on backorder where possible.

7.3 Shipping Costs

  • If the error was made by Zahrah Modest, we will cover exchange shipping costs.

  • For approved size exchanges or customer-requested exchanges, shipping costs may be the customer's responsibility.

8. Damaged or Defective Items

If you receive a damaged or defective item:

  1. Contact us within 3 hours of delivery.

  2. Provide clear photographs.

  3. Include your order number.

  4. Explain the issue.

Claims submitted outside the reporting window may not be accepted.

9. Incorrect Items

If we send the wrong item, please contact us immediately with photographs of the item received.

Once verified, we will arrange an exchange at no additional cost to you.

10. Custom & Made-to-Order Items

Custom-made, personalized, altered, or made-to-order garments are:

  • Non-returnable

  • Non-refundable

  • Non-exchangeable

unless a manufacturing defect is confirmed.

11. Sale & Promotional Items

Items purchased during:

  • Clearance sales

  • Promotional campaigns

  • Flash sales

  • Special discounts

are considered final sale and cannot be returned or exchanged except in cases of verified defects or fulfillment errors.

12. International Orders

For customers outside Nigeria:

  • Exchange requests must still be initiated within 3 hours of delivery.

  • International return shipping costs are generally the customer's responsibility unless the error originated from Zahrah Modest.

  • Customs duties, taxes, and import charges are non-refundable.

13. Refused Returns

We reserve the right to refuse exchanges if:

  • The request is made outside the return window.

  • The item has been used, washed, altered, or damaged.

  • Tags or packaging are missing.

  • Proof of purchase cannot be provided.

  • The item does not meet exchange eligibility requirements.

14. Disputes

If you disagree with an exchange decision:

  1. Contact us within 7 days.

  2. Provide any additional evidence.

  3. Our management team will review the matter.

  4. A final decision will be communicated within 5 business days.

15. Contact Us

For all return and exchange inquiries:

Zahrah Modest

Business Hours: Monday – Saturday, 9:00 AM – 6:00 PM WAT

We aim to respond to all inquiries within 24 business hours.

16. Policy Updates

Zahrah Modest reserves the right to modify this policy at any time. Updates become effective immediately upon publication on our website.

By placing an order with Zahrah Modest, you agree to the terms outlined in this Return & Exchange Policy.

Effective Date: June 2026