Refund policy

Our Philosophy

At Zumi, each piece is thoughtfully designed and carefully inspected before it reaches you. We are committed to delivering a product experience that reflects quality, intention, and attention to detail at every stage.

As part of this approach, we encourage our customers to make considered purchases. The following policy ensures that we are able to maintain the standards and consistency that define our brand.

Returns

We do not offer returns or monetary refunds.

All purchases are treated as final. This allows us to preserve the integrity, hygiene, and craftsmanship of every item, while ensuring that each piece you receive is new and uncompromised.

Exchanges

We are pleased to offer exchanges or store credit within 7 days of delivery, subject to the conditions

Requests must be initiated within 7 days from the date your order is delivered
Each order is eligible for one exchange only

We recommend trying your purchase soon after delivery to ensure sufficient time should you require assistance.

Exchange Eligibility

Exchanges are accepted under the following circumstances:

Size or fit adjustments
Incorrect item received (including wrong size, color, or style)
Manufacturing or quality concerns verified by our team
Item received in a damaged condition

All exchange requests are subject to review and approval by our team.

Store Credit

In instances where an exchange cannot be facilitated, a store credit in the form of a coupon code will be issued.

Valid for 3 months from the date of issue
Redeemable exclusively on our website

Store credit is processed after the returned item successfully passes our quality inspection.

The determination of whether an exchange or store credit will be offered rests solely at the discretion of Zumi, based on product availability, condition, and internal quality assessment.

Product Condition

To uphold our quality standards, all returned items must meet strict condition requirements:

Unworn, unwashed, and unused
In original condition without signs of wear or alteration
All original tags, labels, and packaging intact
Free from stains, fragrance, or damage

Items not meeting these conditions may be declined for exchange or store credit, as determined at the discretion of Zumi.

Certain items are not eligible for exchange or store credit:

Pieces purchased during sale or promotional events
Customized or made-to-order items
Gift cards or previously issued store credits
Any product marked as final sale

Damaged or Incorrect Orders

In the rare event that your order arrives with an issue, we request that you notify us within 48 hours of delivery.

Please provide:

Order number
Description of the concern
Clear supporting images or videos

Once reviewed, Zumi will assess the situation and, where applicable, arrange a replacement or issue store credit.

Requests made beyond 48 hours may not be considered, as verification becomes limited beyond this period. The final resolution remains subject to Zumi’s assessment.

Exchange Process

Submit your request with relevant order details
Our team will review and respond with next steps
Returned items undergo a quality inspection (1–3 working days)

Upon approval:

Exchange is dispatched within 5–7 working days, or
Store credit is issued accordingly

All outcomes are confirmed only after internal evaluation and approval by Zumi.

Return Logistics

Return logistics are designed to remain transparent and straightforward.

Customer Responsibility: In most cases, the customer is responsible for the shipping costs associated with returning an item. All return shipping charges are non-refundable.
Prepaid Return Labels: In select cases where Zumi arranges a prepaid return shipping label for convenience, the cost of return shipping will be adjusted and deducted from the final store credit or applicable resolution value.

All shipping-related arrangements and exceptions are determined on a case-by-case basis at the sole discretion of Zumi, depending on order type and return circumstances.

Exchange Value Adjustments

If the exchanged item is of higher value than the original item, the difference will be payable by the customer
If the exchanged item is of lower value than the original item, a store credit of the balance amount will be issued.

International Orders

For international purchases:

Exchanges are not offered
Only verified concerns reported within 48 hours will be reviewed
Return shipping is the responsibility of the customer

All international resolutions are subject to review and approval by Zumi.

Delivery & Acceptance

We encourage customers to inspect their package upon delivery.

If a parcel appears tampered with or damaged, we advise refusing acceptance and contacting us immediately. Once accepted, the order is deemed to be received in good condition.

Any post-delivery claims are subject to evaluation by Zumi.

Product Representation

We strive for accurate representation of every product. However, minor variations in color, texture, or finish may occur due to screen settings, lighting, or production nuances.

Such variations are inherent to the process and are not considered defects.

Policy Integrity

To ensure fairness and consistency across all orders, Zumi reserves the right to:

Approve or decline requests
Request additional information
Interpret policy applicability based on individual cases

All decisions are made to preserve product integrity and customer experience.

All exchange, store credit, and exception-related decisions are made at the sole discretion of Zumi, ensuring every resolution aligns with our quality standards and brand values.