Exchange & Refund Policy

Effective Date: January 2025

At Zeal by Roche, each piece is created and curated with precision and purpose. While we strive for perfection in every delivery, we understand that there may be instances where an exchange or return is needed. This policy outlines our process for both individual clients and hospitality partners (hotels/resorts).

For Individual Clients

We accept exchanges or returns under the following conditions:

1. Eligibility Criteria

  • Items must be returned within 7 days of delivery.
  • Products must be unworn, unwashed, and in original condition, with tags and packaging intact.
  • Proof of purchase (order invoice number and contact details) is required.
  • Sale items, customized pieces, and limited-edition drops are non-refundable and non-exchangeable.

2. Process

  • Contact us via WhatsApp or our Contact Page with your invoice number, reason for return, and any supporting images (if applicable).
  • Once approved, we will share the return shipping instructions.
  • Customers are responsible for return shipping unless the item is faulty or incorrect.

3. Exchanges

  • Exchanges are subject to product availability.
  • If your preferred size or item is unavailable, you may opt for:
    • Store credit (valid for 3 months), or
    • A full refund (processed as per below)

4. Refunds

  • Refunds will be processed to the original payment method within 7–14 business days after we receive and inspect the return.
  • Shipping charges are non-refundable unless the item received was defective or incorrect.

5. Damaged/Incorrect Items

  • If you receive an item that is damaged or not as described, notify us within 48 hours of receiving the parcel with clear photos.
  • We will arrange for a replacement or full refund at no cost to you.

For Hotel, Resort & Corporate Clients

Due to the nature of bulk, custom, or hospitality orders, our exchange and refund terms differ slightly to maintain operational clarity.

1. Bulk Orders & Custom Collaborations

  • All specifications, sizing, quantities, and customizations are finalized before production.
  • Once approved, the order is considered final and non-refundable.
  • Changes or cancellations after production begins may result in additional charges.

2. Exceptions & Faults

  • In the rare event that delivered items do not match approved specifications, we will:
    • Offer replacements at no additional cost, or
    • Provide a partial/full refund based on mutual agreement.

3. Quality Control

  • Each item undergoes a strict pre-shipment quality check.
  • We recommend that hotel clients inspect their order upon delivery and notify us within 72 hours if any issues are found.

4. Delivery Damage

  • In case of transit-related damages, please notify us with photographs of the packaging and affected items within 72 hours. We will coordinate with the logistics provider for resolution.

5. Discretionary Agreements

  • For long-term or high-volume hospitality partners, we may offer a separate contract outlining custom return terms.
  • NDAs or exclusivity clauses may also be included upon request.

Need assistance or want to initiate a return? [email protected]