At Stiched by Zavi, your satisfaction is our top priority. We want every purchase to be a great experience, and we understand that sometimes things don’t go as expected. This Return & Refund Policy outlines everything you need to know about returning an item and receiving a refund or exchange.
1. Our Return Philosophy
We stand behind every product we sell. If you are not completely satisfied with your purchase for any reason, we want to make it right. We have designed our return and refund process to be as simple, fair, and stress-free as possible, because we value your trust and want you to feel confident every time you shop with us. We treat every return request with care, empathy, and a genuine desire to resolve your concern in the best way possible. Our goal is not just to process returns but to ensure that every family who shops with us leaves happy.
2. Return Eligibility and Conditions
To be eligible for a return, items must be returned within 14 days of the delivery date. Items must be in their original, unworn, unwashed condition with all tags still attached. Items must be free from any stains, odors, pet hair, or visible signs of use. Items must be returned in their original packaging where possible. Sale items, swimwear, and undergarments are not eligible for returns due to hygiene and safety reasons. Customized or personalized items cannot be returned unless they arrive damaged or defective. Gift items may be returned for store credit only, provided they meet the above conditions.
3. How to Initiate a Return
Starting a return is easy. Simply email our support team at support@stichedbyzavi.store with your order number, the name of the item(s) you wish to return, and the reason for the return. Our team will review your request and respond within 2 business days with return instructions and a return authorization number. Please do not send items back without receiving prior authorization, as unauthorized returns may not be processed. Once your return is authorized, carefully pack the item(s) and send them to the address provided by our support team. We recommend using a trackable shipping service to ensure your return reaches us safely.
4. Refund Processing Timeline
Once we receive your returned item(s), our team will inspect them within 3 to 5 business days to confirm they meet the return conditions. If the return is approved, your refund will be processed to your original payment method within 7 to 10 business days depending on your bank or payment provider. You will receive an email notification confirming that your refund has been initiated. Please note that while we process refunds promptly on our end, the time it takes for the funds to appear in your account may vary depending on your financial institution. If you have not received your refund after 14 business days, please contact us at support@stichedbyzavi.store.
5. Exchanges
If you would like to exchange an item for a different size or color, we are happy to help. Please contact us at support@stichedbyzavi.store within 14 days of receiving your order. Exchanges are subject to product availability. If the desired size or color is not available, we will offer you the option of a full refund or store credit. Exchanges follow the same conditions as returns — items must be unworn, unwashed, and in original condition with tags attached. Shipping costs for exchanges may apply unless the exchange is due to our error or a defective product.
6. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, we sincerely apologize and will make it right immediately. Please contact us at support@stichedbyzavi.store within 48 hours of receiving your order and include your order number, a clear description of the issue, and photographs of the item. In such cases, we will offer you a full refund, a free replacement, or store credit at your preference, and we will cover all return shipping costs. We take quality control seriously and use every report of a defective item as an opportunity to improve our standards.
7. Non-Returnable Items
Certain items are not eligible for return or refund under any circumstances, unless they arrive damaged or defective. These include items marked as final sale or clearance, personalized and custom-embroidered items, swimwear and undergarments for hygiene reasons, and gift cards or store credit vouchers. We make every effort to clearly identify non-returnable items on their respective product pages so you are fully informed before making a purchase. If you are unsure whether an item is eligible for return, please contact us before placing your order and we will be happy to clarify.
8. Return Shipping Costs
Unless the return is due to a defective product, an incorrect item being sent, or an error on our part, the customer is responsible for the cost of return shipping. We recommend using a reliable, trackable courier service for all returns, as we cannot be held responsible for items lost or damaged in transit back to us. Original shipping charges from your order are non-refundable unless the return is a result of our mistake. If you are requesting an exchange, we may offer free shipping on the replacement item depending on your location and the circumstances of the exchange.
9. Late or Missing Refunds
If you have not received your refund within the expected timeframe, we ask that you first check your bank account once more, as refunds can sometimes take a few extra days to appear. Next, contact your credit card company or payment provider, as processing times can vary. If you have done both and still have not received your refund, please contact our team at support@stichedbyzavi.store with your order number and we will investigate the matter promptly. We are committed to ensuring every approved refund reaches you without unnecessary delays and will always work with you to resolve any issues as quickly as possible.
10. Contact Us for Return and Refund Queries
We understand that returns and refunds can sometimes feel stressful, and we want to make the experience as smooth as possible for you. Our customer support team is dedicated to resolving all return and refund queries with care, efficiency, and understanding. Whether you have a question about eligibility, need help initiating a return, or want an update on your refund status, we are always here. Reach out to us at support@stichedbyzavi.store and a member of our team will get back to you within 1 to 2 business days. Your satisfaction is the measure of our success, and we will always go the extra mile to make things right.
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