Return and exchange policy

At WANZAR, we are committed to ensuring you love your purchase. While we operate under a strict no-refund policy for standard returns, we offer a straightforward exchange process for eligible items. Please read the following terms carefully to ensure a smooth and successful exchange.

Our Core Principle: Exchange or Store Credit

• All standard returns are processed for an exchange for another item or for store credit.
• Refunds: Cash refunds will not be provided under standard circumstances. No returns or cash refunds will be offered for non-faulty products.

Note: For approved exceptions, such as manufacturing defects, the refund process takes a maximum of 14 working days.

• Cancellations: Orders cannot be changed or cancelled once placed because they are immediately sent out for processing. If the order has not yet been shipped, you must wait to receive the package and follow the official Return & Exchange Policy to send it back.
• Final Sale: WANZAR maintains strict Final Sale policy. Once a non-faulty item is sold, it is considered final and is not refundable.

Eligibility Window for Exchanges

To be eligible for an exchange, you must initiate the process by emailing us within the following timeframes from the date you receive your parcel:

• Within Malaysia: 7 days
• International Orders: 15 days

Any requests submitted after this window will not be accepted. If you are returning an item via post, the tracking number must reach our team within these respective 7- and 15 day windows. Late submissions of items or tracking numbers will not be accepted.

Conditions for an Eligible Exchange

For an exchange to be approved, the returned item must be in its original, pristine condition:

• Unworn, unwashed, unaltered, and unsoiled.
• Original price tags and labels must be attached.
• The item must be in its original packaging.
• Manufacturing Errors: Items found to have a manufacturing error are eligible under our policy. A new item in good condition, or another item of the same purchased value, will be sent to the customer.
• Sizing Issues: Items purchased that do not fit are also eligible for an exchange under this policy.

WANZAR reserves the right to reject any return that does not meet these conditions.

Items That Are Strictly Non-Exchangeable

The following items are considered final sale and are not eligible for exchange:

• Items explicitly marked as "Sale".
• Accessories and Inners (for hygiene reasons).
• Pre-order items.
• Any item that has been damaged, soiled, washed, altered, or worn.
• Improper Care: Items damaged due to improper care (e.g., damage caused by
incorrect washing, storing, or ironing methods) are strictly non exchangeable.

Please Note:
• Color Variations: Minor color variations or slight differences in tone due to screen
lighting effects and monitor settings do not qualify as defects and are strictly nonexchangeable.
• Third-Party Purchases: Items purchased through third-party Personal Shoppers or
as pre-loved items are not the responsibility of WANZAR and are not eligible for
exchange.

How to Initiate Your Exchange: A Step-by-Step Guide

Step 1: Review Eligibility & Record Unboxing
• Before proceeding, carefully review Sections 2, 3, and 4 of this policy to ensure your item is eligible for an exchange.
• To ensure a fair and quick evaluation, please record an unboxing video as soon as you receive your parcel. This footage helps the team verify any issues and process your request more efficiently.
Step 2: Email Our Team
• Any issues should be emailed directly to assist@wanzargroup.com. You will be required to provide your order details and the reason for your exchange.
Step 3: Wait for Approval
• Our customer service team will review your submissions. You will receive an approval email within 1-2 business days confirming that your item is eligible for return, along with instructions on how to proceed.
Step 4: Pack and Ship Your Item
• Once you have received approval, securely pack the item and ship it to the address provided in the approval email.

Handling Defective or Incorrect Items

We sincerely apologize if you have received a defective or incorrect item. We will make it right. A product is considered defective if it has a significant manufacturing fault, such as:

• Obvious stains upon arrival.
• A broken or non-functional zip.
• Poor stitching that compromises the garment's structure.
• Poor finishing on materials (e.g., frayed lace).
• A significant deviation from our official sizing chart.

To resolve this, please email assist@wanzargroup.com and specify "Incorrect Item” or
“Defective Item” as the reason. You will be required to upload clear photos and your unboxing video as evidence. Upon confirmation of the defect, WANZAR will cover all
shipping costs for the return of the faulty item and the shipment of the replacement.

Shipping Costs Explained

• For Standard Exchanges
You are responsible for the shipping cost of returning the item to us. WANZAR will cover the shipping cost to send your new, exchanged item back to you.

• For Defective/Incorrect Items
WANZAR will cover all shipping costs, both for the return and the replacement shipment.

Important Additional Terms

• Price Differences:
If your new item is of a higher value, you will be required to pay the difference
via bank transfer. Details will be provided by our customer service team. If your new item is of a lower value, the remaining balance is forfeited.

• Out-of-Stock Exchanges:
If the item you wish to exchange for is out of stock when we process your
return, you will automatically be issued a store credit for the original
purchase price of the item. This store credit is valid for 2 years from the
date of issue.

• One-Time Exchange Limit:
We permit a maximum of one exchange process per original order ID.