Return & Exchange Policy
Return & Exchange Policy
Last modified: December 2025
1. ELIGIBILITY FOR RETURNS OR EXCHANGES:
● We accept returns or exchanges for damaged ZUS Merchandise only. Under our 15-day warranty policy, we offer an exchange for items with manufacturing defects. This warranty does not cover damages resulting from misuse, accidents, or normal wear and tear.
● Please inspect your order once received and contact us immediately if the item is defective, damaged or if you have received the wrong item so that we can rectify the issue by exchanging the item.
● Items sent back to us without first requesting a return will not be accepted.
2. CONDITION OF RETURNED PRODUCTS
● Returned products must be unused, in their original packaging, and in the same condition as received.
3. RETURN PROCESS:
● To initiate a return or exchange, please contact our customer support team via email support@zuscoffee.pk or phone +923269111987 with your order details and a description of the damage.
● If you have an opening order video showing the condition of the product upon delivery, please provide this as it will expedite the process.
4. REPLACEMENT PROCESS:
● To be eligible for an exchange, you will need to provide a video of the defective part or a photo of the wrongly delivered item and the receipt / proof of purchase. Please fill up this help https://zuscoffee.sg.larksuite.com/share/base/form/shrlgJn9IzeMTcqlzIiwK8ClzXf and our friendly support team will assist you within 48 working hours.
● If you opt for a replacement product, we will ensure that the new product is properly packed to prevent any further damage during transit.
● We strive to process replacement orders promptly, and delivery times will be communicated to you accordingly.
5. SHIPPING COST:
● We will bear the shipping costs associated with returning the damaged product and delivering the replacement item.
6. EXCEPTIONS & NON-REFUNDABLE ITEMS:
We do not allow change-of-mind returns. We also do not accept the return of certain types of items including but not limited to the following:
1. Perishable goods (such as food, flowers, or plants)
2. Custom products (such as special orders or personalized items)
3. Personal care goods (such as beauty products)
4. Hazardous materials, flammable liquids, or gases
5. On-sale items
6. Gift cards
7. CUSTOMER HAPPINESS:
● Our Customer Happiness team at support@zuscoffee.pk is available to assist you throughout the return or exchange process. Please feel free to reach out to us with any questions or concerns.
8. POLICY UPDATES:
● We reserve the right to update or modify our return or exchange policy at any time without prior notice. Any changes to the policy will be reflected on our website.
By placing an order with us, you agree to abide by the terms and conditions outlined in this return or exchange policy. Thank you for choosing ZUS Coffee Pakistan. We value your satisfaction and are committed to providing you with quality products and excellent customer service.