Refund policy

Effective Date: September 25, 2026

Last Updated: September 25, 2026

At Zahra Craft ("we," "us," or "our"), operating via zahracraft.store, customer satisfaction and quality craftsmanship are at the core of everything we build. Because our products—including custom handcrafted brass and copper sinks—are created with painstaking care, we want to ensure complete confidence in your purchase.

This Refund and Return Policy outlines your rights and our procedures regarding returns, refunds, damages, and exchanges.

1. 30-Day Return Window

We offer a 30-day return policy, meaning you have 30 calendar days after receiving your item to request a return.

To be eligible for a return:

The item must be unused, uninstalled, unmodified, and in the same condition that you received it.
The item must be in its original packaging, including all protective wrapping, accessories, hardware, and documentation.
You must provide proof of purchase or order details (order number and purchasing email address).

Note: Sinks or fixtures that have been installed, mounted, altered, or used cannot be accepted for return due to safety and health regulations.

2. Damaged, Defective, or Incorrect Items

Due to the nature of delicate craftsmanship and express worldwide shipping, please inspect your package immediately upon delivery.

Reporting Damages: If your package arrives damaged, defective, or if you receive the wrong item, you must notify us within 48 hours of delivery at contact@zahracraft.store.
Required Proof: Please include your order number, clear photographs or videos showing the damaged product, the packaging, and the shipping label.
Resolution: Upon verifying the damage or defect, we will arrange a replacement or issue a full refund at no additional cost to you.

3. Custom and Bespoke Orders

Because handcrafted brass and copper items can be crafted to specific customer dimensions or finishes, custom made-to-order items are non-returnable and non-refundable, unless they arrive damaged, defective, or incorrect as outlined in Section 2.

4. How to Initiate a Return

To start a return process, please follow these steps:

Submit Request: Contact us at contact@zahracraft.store with your order number, reason for return, and clear photographs of the product and its packaging.
Review & Return Authorization: If your return is approved, we will send you a Return Goods Authorization (RGA) along with instructions on where and how to send your package.
Ship the Item: Items sent back to us without prior return approval will not be accepted.

5. Return Shipping Costs

Defective, Damaged, or Wrong Item: Zahra Craft will cover 100% of the return express shipping costs or arrange a pickup.
Buyer’s Remorse / Change of Mind: If you are returning an item due to personal preference, wrong sizing ordered, or change of mind, the customer is responsible for paying the actual return shipping costs.
We strongly recommend using a trackable shipping service and purchasing shipping insurance. Zahra Craft is not responsible for items lost or damaged in transit back to our warehouse.

6. Refunds Process

Inspection: Once your return is received and inspected by our warehouse quality control team, we will send you an email to notify you that we have received your returned item and whether your refund is approved.
Payment Credit: If approved, your refund will be processed automatically to your original payment method within 5 to 10 business days.
Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account or contact your credit card provider—it may take several business days for your financial institution to post the transaction officially.

7. Exchanges

The fastest way to exchange an item (e.g., for a different model or finish) is to return the original item following the return steps above. Once the return is accepted, you can make a separate purchase for the new item.

8. Cancellation Policy

Orders can be canceled for a full refund within 12 hours of placement provided the item has not already dispatched via express shipping. Once an order has shipped, it enters the return process outlined in this policy.