Refund policy

ZAQ URBAN is operated by Magnus International. Please read this policy before placing your order.

1. Size or Design Changes After Ordering

To change your size or design, contact us on WhatsApp at +91 70093 55155 within 24 hours of placing your order. Include your order number and the requested change.

There is no additional charge for making the change. Changes are subject to availability. If you select a higher-priced product, the price difference will apply.

Requests received after 24 hours may not be possible to accommodate.

2. Return or Exchange Requests

Please inspect your order upon delivery and contact us within 24 hours of receiving it to request a return or exchange.

Share your order number, the reason for your request, and relevant photographs or an unboxing video.

This reporting window does not limit your statutory rights concerning defective products, including defects that could not reasonably be identified within 24 hours.

3. Incorrect Size Selected by the Customer

Please check our size chart carefully before ordering.

If we deliver the size you ordered but you require a different size, you may request a size exchange. The customer must pay both the return shipping cost and the shipping cost of sending the replacement. We will confirm these charges before arranging the exchange.

Products returned for a size exchange must be unworn, unwashed, unaltered, and have their original tags attached. Replacement sizes are subject to availability.

If we send a different size from the one ordered, we will cover the return and replacement shipping costs.

4. Defective, Damaged, or Incorrect Products

If your product arrives defective, damaged, or different from what you ordered, contact us with your order number and clear photographs or video showing the issue.

After reviewing the issue, we will arrange an appropriate replacement or refund. ZAQ URBAN will cover the return shipping cost for confirmed defective, damaged, or incorrectly supplied products, along with replacement delivery costs where applicable.

Damage caused by misuse, alterations, or washing contrary to the care instructions is not covered as a manufacturing defect.

5. Unboxing Video

Please record a clear, continuous unboxing video showing the sealed package, shipping label, and product as you open it. This helps us verify damage, missing items, or incorrect products and resolve your request quickly.

If you do not have an unboxing video, contact us with photographs and other supporting information. A genuine claim will not be rejected solely because an unboxing video was not recorded.

6. Partially Prepaid Orders & Cancellation

All orders require a partial advance payment. The advance amount and remaining balance are displayed at checkout.

To request cancellation, contact us immediately on WhatsApp with your order number.

Any cancellation deduction must be disclosed before purchase and permitted by applicable law. Advance payments will not be automatically forfeited where a refund is legally required.

If we cancel your order because we cannot fulfil it, we will refund the amount you paid.

7. Return Procedure

Contact us before sending any product back. Once your request has been reviewed, we will provide return instructions and confirm any applicable shipping charges.

Please retain the product, original tags, and packaging while your request is being reviewed. Pack the product securely for its return.

8. Refund Processing

Once we have received and verified your returned product and approved the refund, we will initiate the refund within 24 hours.

Prepaid amounts will be refunded to the original payment method wherever supported. For amounts paid on delivery, we will coordinate a bank or UPI refund with you.

Your bank or payment provider may take additional time to credit the amount. The 24-hour timeframe refers to refund initiation, not the time it takes to appear in your account.

For confirmed defective, damaged, or incorrectly supplied products, return shipping costs will not be deducted from your refund.

9. Your Consumer Rights

This policy does not limit any rights or remedies available to you under applicable consumer protection laws.

10. Contact Us

For order changes, returns, exchanges, or refunds, contact:

Brand: ZAQ URBAN
Legal Business Name: Magnus International
WhatsApp: +91 70093 55155
Email: mail.zaqurban@gmail.com