Return & Exchange Policy

1. Introduction

At Zee, we aim to provide a confident fit and a smooth experience when shopping for thobes and other garments. Because our products may be prepared using fit guidance and specific selections, return and exchange eligibility can differ from standard off-the-rack retail.

This Return & Exchange Policy explains when and how you may request a return, exchange, or other resolution.

2. General principles

• We handle each case with fairness and aim to maintain consistent service standards.
• Certain products may not be eligible for return or exchange, especially where they are customized, altered, or used.
• Where applicable, we may offer an exchange, alteration, store credit, or other solution, depending on the situation and applicable law.

3. Eligibility for returns or exchanges

Subject to the conditions below, you may be eligible for a return or exchange in situations such as:

• You received a damaged or defective item.
• You received the wrong item, size, color, or product compared to your order.
• There is a verified production or fulfillment error.
• There is a fit-related issue that qualifies under our internal review criteria.

We may ask for supporting information such as photos, order details, and descriptions of the issue so we can assess your request.

4. Conditions

To be considered for return or exchange, items generally should:

• Be in their original, unused condition (except for reasonable trying-on to assess fit).
• Include original tags, packaging, and any accessories where relevant.
• Be requested within the stated return window from the date of delivery (for example, within 7 or 14 days of delivery per the final approved policy).

We reserve the right to determine whether the condition of the item meets these requirements.

5. Non-returnable or limited items

Some items may not be eligible for return or exchange, including but not limited to:

• Highly customized or altered garments made outside standard fit profiles.
• Items that show signs of wear, damage, stains, or odors after delivery.
• Items returned without required components or in poor condition.
• Items marked as final sale or otherwise indicated as non-returnable at the time of purchase.

Specific rules will be communicated clearly on product or checkout pages where relevant.

6. Fit-related issues

Because Zee uses fit guidance and internal fit logic, we take fit-related concerns seriously. For such cases:

• We may request photos of the garment worn, along with your feedback, to understand how it fits (for example, too tight/loose in specific areas, length issues, etc.).
• Our team may propose solutions such as an exchange for a different fit profile, an alteration pathway (where available), or another reasonable remedy.

Eligibility for these solutions depends on factors such as the nature of the issue, product type, and whether the order followed our recommended fit.

7. Process for requesting a return or exchange

To request a return or exchange:

• Contact our support team within the applicable window, providing your order number and a description of the issue.
• If requested, share photos or additional information so we can assess the item and the situation.
• Our team will review and confirm whether the item meets the policy conditions and, where approved, provide next steps.

Instructions may include returning the item to a specified address, coordinating a pickup with a logistics partner, or another process depending on your location.

8. Refunds

Where a refund is approved:

• Refunds are generally issued to the original payment method used for the order.
• Processing times can vary depending on the payment provider and banking systems.
• Any non-refundable charges (such as certain shipping or handling fees) will be communicated clearly where applicable.

9. Exchanges

Where an exchange is approved:

• We will confirm the replacement item, size, or fit profile with you.
• In some cases, we may ship the replacement only after receiving and inspecting the original item.
• If the requested replacement is unavailable, we may propose alternatives such as a different product, store credit, or a refund (where applicable).

10. Shipping costs

• If the return or exchange is due to a verified error on our side (such as damaged items, wrong product shipped, or clear production issues), we may cover reasonable return shipping or provide a prepaid return method, subject to our processes and location constraints.
• In other cases, you may be responsible for return shipping costs. Any such terms will be communicated clearly in the final policy.

11. Policy updates

We may update this Return & Exchange Policy from time to time. When we make material changes, we will update the "Last updated" date and may provide additional notice where appropriate.

12. Contact us

If you have questions about returns, exchanges, or fit-related issues, you can contact us at:

Email: support@wezee.co