Exchange, Return & Refund Policy (Online Shop)

Our policy lasts 14 days. If 14 days have passed since your purchase, unfortunately, we can’t offer you a refund or exchange.

Refunds (If Applicable)

  • Our policy lasts 14 days. If 14 days have passed since your purchase, unfortunately, we can’t offer you a refund or exchange.
  • Items being returned must be associated with the online order, in their original condition, with all tags intact, and returned within 14 days of purchase.

Items That Cannot Be Returned or Exchanged

  • Gift cards
  • Products purchased with loyalty points
  • Due to hygiene reasons: socks, swimwear, underwear, and personal care items
  • Items purchased during seasonal sales and promotions

If the return request is accepted, the refund will be processed, and the payment will be reimbursed to the original credit or debit card used for purchase. You will be notified by email.
The refunded amount will be reflected in the original payment mode within 5-7 business days by Madinat Al Malabys General Trading LLC.

Late or Missing Refunds (If Applicable)

  • If you haven’t received a refund yet, first check your bank again.
  • Then contact your credit card company, as it may take some time before your refund is officially posted.
  • Next, contact your bank. There is often some processing time before a refund is posted.
  • If you still haven’t received your refund, please reach out to us at info@zaksstore.com, and we will report it to the bank.

Order Cancellation Requests

  • If you wish to cancel an online order, please email the order confirmation details within 24 hours to info@zaksstore.com.
  • If the goods have already been dispatched at the time of the cancellation request, no refunds will be issued until we receive the items back.
  • Courier charges will not be refunded if the order cancellation request is received after dispatch.

Return/Exchange Procedure

Option 1

  • Returns and exchanges for school uniforms can be conducted at the respective retail store that sells uniforms for the specific school. The school’s eCommerce portal provides information about the store’s location.
  • Upon receiving the items, we will inspect them and initiate an online refund for the value of the returned items or process an exchange for the required size/items.
  • If there is a price variance during the exchange, the staff will advise accordingly.

Option 2

  • If the customer has made arrangements with a courier to return the items, please send the items to the retail store and provide the tracking details via email for tracking. The school uniform page lists the retail store address. Kindly send an email to info@zaksstore.com.
  • Upon receiving the parcel, we will inspect the items and initiate an online refund for the value of the returned items.
  • Please place a new online order for the necessary items, as a valid invoice is required to dispatch the items.

Option 3

  • If ZAKS has made arrangements for a courier to pick up the items from the customer’s home, lead time applies.
  • We will schedule a courier pickup from the customer’s residence. Once the items are received, we will inspect them and initiate an online refund. The cost of the return courier service will be deducted from the refund amount, and the remaining balance will be refunded to the original payment method.
  • Courier charges will be communicated via email before collection. If you wish to proceed, kindly send an email to info@zaksstore.com. Lead time applies.
  • Please place a new online order for the necessary items, as a valid invoice is required to dispatch the items.

Important Notes

  • Parcel delivery courier charges are non-refundable, as the courier service providers charge separately for each direction.
  • Items being returned must be associated with the online order, in their original condition, with all tags intact, and returned within 14 days of purchase.
  • Please refer to the return and exchange policy of the retail store and the online store terms and conditions at https://www.zaksstore.com/return-and-refund-policy/.
  • Orders are honored as received, and additional items cannot be sent without a valid online order.
  • Attending the measurement session in person is required for alterations and made-to-measure service requests. Virtual measurements will not be accepted. The retail team will communicate lead times accordingly.

Disclaimer

For the first year, we encourage all parents to visit the store for uniform requirements. It is important for parents to familiarize themselves with our size range. In the past, many parents placed their first orders online and had to go through multiple size changes due to unfamiliarity with the sizing system.

RETAIL STORE POLICIES

ZAKS management reserves the right to amend this policy without prior notice.