We want you to be happy with every ZAPPLX order. If something is not right, tell us and we will sort it out. This policy explains what can be returned or exchanged, how to request it, and how refunds are paid.
In short: request a return within 7 days of delivery. Report a damaged, faulty or wrong item within 48 hours with photos, and we cover the return delivery. Refunds are paid within 3–5 working days after we receive and check the item.
Damaged, faulty or wrong items
Please check your parcel when it arrives. If an item is damaged, faulty, missing or not what you ordered, contact us within 48 hours of delivery with:
- your order number
- clear photos of the item and the packaging (an unboxing video helps us resolve it faster)
- a short description of the problem
Once we confirm the issue, we will send a replacement or give you a full refund, including the delivery charge, at no extra cost to you.
Change of mind returns
You can return an item you no longer want within 7 days of delivery, as long as it is:
- unused and in the same condition you received it
- in its original packaging, with all tags, accessories, manuals and free gifts
For change of mind returns, the return delivery is paid by you and the original delivery charge is not refunded.
Items we cannot accept back
For hygiene and safety reasons, we cannot accept returns of:
- beauty, skincare and personal-care items that have been opened or used (for example facial brushes, rollers and other items that touch the skin)
- items that are damaged through misuse, accidents or not following the instructions
- items returned without their original packaging or parts
This does not apply to items that arrive damaged, faulty or wrong; those are always covered as described above.
Exchanges
If you would like a different item, colour or variant, we will exchange it when it is in stock. If it is not available, we will refund you instead. The return rules above apply to exchanges too.
Cancelling an order
You can cancel your order free of charge before it is dispatched: just message us with your order number. After dispatch, please accept the parcel and request a return under this policy.
How to request a return
- Contact us on WhatsApp: +92 316 5946874 or by email at zapplxstorepk@gmail.com with your order number and the reason for the return.
- We reply with the next steps and the return address, usually on the same day during support hours.
- Pack the item securely in its original packaging and send it back. Keep the courier receipt and tracking number until your return is complete.
- We check the item within 2 working days of receiving it and let you know the result.
Please do not send items back without contacting us first, so we can make sure your return is recorded.
Refunds
Once your return is approved, we pay the refund within 3–5 working days:
- Cash on Delivery orders: by bank transfer, JazzCash or Easypaisa to an account in your name. We will ask you for the details.
- Orders paid online: back to the original payment method. Your bank may take a few extra days to show it.
Questions
We are happy to help before you return anything. Message us on WhatsApp: +92 316 5946874 or email zapplxstorepk@gmail.com. Support hours: Monday to Saturday, 9am–9pm.