Return & Refund Policy
This Return & Refund Policy applies to business-to-business orders placed with Z Sulehri International through an approved quotation, purchase order, pro forma invoice, commercial invoice, or other written agreement.
1. B2B Orders
Z Sulehri International manufactures apparel according to customer-approved specifications, samples, measurements, colours, materials, branding, packaging, and order requirements.
We do not accept returns for change of mind, unsold stock, incorrect quantities ordered by the customer, or changes in the customer’s business requirements.
Returns and refunds are only considered for confirmed defective products or products that materially differ from the approved order requirements.
2. Eligible Returns
A return or refund request may be accepted when delivered products contain a confirmed manufacturing defect or materially fail to meet the approved:
- Product specifications
- Tech pack
- Size chart
- Approved sample
- Fabric or colour approval
- Purchase order
- Workmanship requirements
Only the affected defective quantity will be considered for return, replacement, credit, or refund.
3. Reporting a Defect
Visible defects must be reported within 7 business days of delivery, unless a different inspection period is stated in the applicable quotation, invoice, purchase order, or written agreement.
The customer must provide:
- Quantity affected
- Clear photographs or videos
- A detailed description of the defect
- Carton, bundle, or packing details
- Inspection report, where available
Claims submitted without sufficient information or evidence may be delayed or rejected.
4. Return Authorization
Products must not be returned without prior written authorization from Z Sulehri International.
After reviewing the claim, we will provide return instructions if a physical return is required.
Unauthorized returns may be refused.
Customers must keep the affected products, labels, packaging, and inspection records available until the claim has been resolved.
Affected products must not be altered, repaired, relabelled, used, resold, or destroyed without written approval from Z Sulehri International.
5. Inspection of Products
Disputed or returned products may be inspected against the approved:
- Samples
- Specifications
- Measurement charts
- Purchase order
- Tech pack
- Fabric approval
- Colour approval
- Packaging instructions
- Agreed commercial tolerances
Z Sulehri International may request:
- Physical product samples
- Measurement reports
- Inspection reports
- Additional photographs or videos
- Wash-test results
- Third-party inspection
- Access to the affected stock
A refund, replacement, repair, or credit will only be approved after the reported defect has been reasonably verified.
6. Available Resolutions
When a manufacturing defect or material non-conformity is confirmed, Z Sulehri International may agree with the customer on one of the following resolutions:
- Repair or correction
- Replacement of the affected products
- Credit note against a future order
- Partial refund for the affected quantity
The appropriate resolution will depend on the nature, severity, commercial impact, and quantity of the defect.
7. Refunds
Approved refunds will normally be processed within 30 business days after:
- The returned products have been received and inspected, where a return is required; or
- The claim has been verified through mutually accepted evidence.
Refunds will normally be made by bank transfer or through another mutually agreed payment method.
Unless otherwise agreed in writing, refunds apply only to the invoice value of the confirmed defective products.
Bank charges, customs duties, import taxes, local handling charges, inspection expenses, and other third-party costs are not refundable.
8. Non-Returnable Products and Claims
Returns, credits, replacements, or refunds will not normally be accepted for:
- Change of mind
- Unsold, slow-moving, or excess inventory
- Incorrect quantities ordered by the customer
- Incorrect specifications provided or approved by the customer
- Incorrect sizing information provided or approved by the customer
- Customer-approved samples, designs, measurements, materials, colours, or packaging
- Minor variations within agreed commercial tolerances
- Reasonable colour or material variations within approved standards
- Normal fabric, dye, wash, or production variations
- Damage caused by improper storage, handling, transport, or warehousing
- Normal wear and tear
- Failure to follow care instructions
- Shrinkage or damage caused by incorrect washing, drying, ironing, or cleaning
- Damage caused by chemicals, machinery, heat, moisture, or unsuitable working conditions
- Products altered, repaired, printed, embroidered, relabelled, or modified by another party
- Products used before the claim was submitted
- Damage occurring after delivery
- Damage caused by a carrier appointed by the customer
- Delays caused by freight carriers, customs authorities, port congestion, or circumstances outside our reasonable control
9. Samples
Development samples, fit samples, size-set samples, pre-production samples, and sales samples are non-returnable unless they contain a confirmed manufacturing defect or materially differ from the agreed sample requirements.
Sample charges, development costs, material costs, and courier charges are non-refundable once sample development has started, unless otherwise agreed in writing.
10. Order Cancellations
Order cancellation requests must be submitted in writing.
An order may only be cancelled with written approval from Z Sulehri International.
Where materials, fabrics, trims, labels, packaging, printing, embroidery, production planning, or manufacturing work have already been arranged, the customer will be responsible for the costs incurred before cancellation.
Deposits and advance payments may be non-refundable once materials have been purchased, development has started, or production has been scheduled or commenced.
11. Order-Specific Terms
The terms stated in an accepted quotation, purchase order, pro forma invoice, commercial invoice, supply agreement, or other written contract will take priority where they differ from this website policy.
12. Mandatory Legal Rights
Nothing in this policy limits any right or remedy that cannot legally be excluded under applicable law.
13. Governing Law
Unless otherwise agreed in writing, orders and disputes will be governed by the laws of Pakistan.
The parties should first attempt to resolve any dispute through good-faith commercial discussion.
If a resolution cannot be reached, the matter will be handled according to the jurisdiction or dispute-resolution terms stated in the applicable order documents or written agreement.
14. Contact Us
Return, defect, and refund requests should be sent to:
Z Sulehri International
Depot Gali No. 2, Paris Road Sialkot, Pakistan
Email: info@zsulehri.com
Alternative email: zsulehri@hotmail.com
Phone and WhatsApp: +92 336 1766622
Please include the invoice number and the words “Product Claim” in the email subject line.