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Last Updated 02/03/2026

Return Policy

Returns Portal / Returns Email: returns@houseofzadaz.com
Customer Support: clientcare@houseofzadaz.com

This Return & Refund Policy forms part of the Terms & Conditions and governs returns, refunds, and remedies for products purchased on the Site. 

 

1. Policy Philosophy 

ZADAZ sells footwear. We want you to be confident in your purchase—while also ensuring returned items can be resold as new. This policy sets clear eligibility standards, a fair process, and protective rules to prevent abuse.

2. Return Window (14 Days From Delivery)

2.1 Return Period. You may request a return within 14 days of delivery (“Return Period”).
2.2 Delivery definition. “Delivery” means the carrier’s confirmed delivery scan to the shipping address you provided (including delivery to mailrooms, parcel lockers, front desks, or similar receiving points).

3. Condition Requirements (Unworn, Unused, Resalable)

3.1 Eligible condition. To qualify for a return, shoes must be:

  • Unworn and unused (indoor try-on is permitted only to assess fit);

  • In original packaging, including the original shoe box and any inserts/tags/accessories; and

  • Free of scuffs, creasing, sole wear, scratches, stains, odors, dirt, pet hair, or any other signs of wear/use.

3.2 Try-on guidance (what’s allowed). You may try shoes on indoors on clean, dry surfaces. Walking outdoors, on rough floors, or on abrasive surfaces will generally make the return ineligible.

3.3 Inspection standard. Every return is inspected. If it does not meet the above criteria, it may be rejected or subject to a reduced refund as permitted by law (see Section 11).

4. “14-Day Satisfaction” (What It Means and What It Does Not)

4.1 Satisfaction guarantee (inspection-based). “14-day satisfaction” means you may evaluate the shoes at home and request a return within 14 days provided the item remains in resalable, unworn condition.
4.2 Not a wear-and-return program. It does not permit outdoor wear or use and then returning the shoes.

5. Items Not Eligible for Return (Unless Required by Law)

Returns are not accepted for:

  • Items showing any wear or damage after delivery that is not attributable to our error or verified transit damage;

  • Items returned without original box/packaging where that prevents resalable condition;

  • Items returned outside the Return Period;

  • Items returned without required documentation or return authorization;

  • Any product marked Final Sale or Non-Returnable at the time of purchase (if we introduce such categories in the future), except where prohibited by law.

  • Gift cards (except where refund is required by law).

6. No Exchanges

6.1 No exchanges policy. We do not offer exchanges.
6.2 How to get another size/style. If your return is eligible, request a return for refund, then place a new order for the correct size/style (subject to availability and current pricing).

7. How to Start a Return (Authorization Required)

7.1 Return authorization required. To initiate a return, email returns@houseofzadaz.com with:

  • Order number

  • Item(s) you wish to return

  • Reason for return

  • Photos if requested (especially for defect/damage claims)

7.2 Return instructions. If approved, we will provide return instructions and, where applicable, a return label.

7.3 Unauthorized returns. Returns sent without authorization may be refused and sent back at your expense.

8. Prepaid Return Shipping (Disclosure and Allocation)

8.1 U.S. domestic returns. For eligible U.S. returns, we may provide a prepaid return label.
8.2 When we cover return shipping. If the return is approved due to:

  • Wrong item shipped by us,

  • Verified defect upon arrival, or

  • Verified transit damage (subject to Section 10),
    we will provide a prepaid label and will not deduct return shipping from your refund.

8.3 All other eligible returns. For eligible returns that are not due to our error (including fit/preference), we may provide a prepaid label and deduct the label cost from your refund, or we may require you to ship the return using a trackable service. Any deduction (if applied) will be disclosed in your return authorization. If you use your own shipping method, we strongly recommend insuring the package for its full value. We are not responsible for returns lost or damaged in transit.

8.4 International returns. International customers are responsible for return shipping and any customs/export paperwork unless the return is approved due to our error and we choose, at our discretion, to support return logistics.

9. Packaging Requirements and Return Shipping Risk

9.1 Secure packaging required. Returns must be packaged securely. Do not place shipping labels directly on the shoe box.
9.2 Return transit risk. If you ship using your own method, you are responsible for loss/damage in transit. Use a trackable, insured shipping method and retain proof of shipment.

10. Damaged, Defective, or Incorrect Items (Fast-Track Remedy)

10.1 Report timeframe. If your order arrives damaged, defective, or incorrect, contact support@houseofzadaz.com within 48 hours of delivery.
10.2 Evidence required. Provide photos of: (a) the product, and (b) the shipping box/label for carrier claims.
10.3 Remedy options. Once verified, we may (at our option and subject to availability):

  • Replace the item,

  • Repair (where reasonable), or

  • Refund.
    We may require return of the item before a remedy is finalized.

10.4 What is not a defect. Natural variation in leather grain/finish, minor shade differences from screen displays, and normal material character are not defects. However, nothing in this policy excludes or limits your rights under the California Song-Beverly Consumer Warranty Act regarding products that are truly defective or unfit for their intended purpose.

11. Inspection, Rejection, and Reduced Refunds (Protective but Fair)

11.1 Inspection upon receipt. All returns are inspected.
11.2 Rejected returns. If the item is worn/used or not in eligible condition, we may:

  • Reject the return and send it back to you (shipping payable by you), or

  • If permissible and commercially reasonable, accept it with a restocking fee of up to 20% (or the actual loss in value, whichever is greater) to cover cleaning, repackaging, and administrative costs.

11.3 Non-response. If a rejected return is held for pickup/repayment of shipping and we do not hear from you within a reasonable period, we may treat the item as abandoned to the extent allowed by law.

12. Refunds (Timing, Method, and What You Receive)

12.1 Original payment method only. Refunds are issued to the original payment method only.
12.2 Processing timeline. Approved refunds are typically processed within 7 business days after the return is received and approved following inspection. Your bank may take additional time to post the credit.
12.3 What is refunded. If approved, we refund the product price paid (plus applicable tax where required). Return shipping label costs may be deducted where disclosed and permitted (see Section 8).
12.4 No cash refunds. We do not offer cash refunds, wire refunds, or refunds to an alternate account.

13. Shipping Fees and Free Shipping

13.1 Free shipping is an offer term. Free outbound shipping is a promotional offer and does not automatically mean returns are free unless explicitly stated in your return authorization.
13.2 Upgrades. If you paid for an upgraded shipping service (if offered), upgrade charges may be non-refundable except where required by law.

14. International Orders (Duties, Taxes, and Refund Limits)

14.1 Duties/taxes. International orders may be subject to duties, VAT, customs charges, or brokerage fees imposed by your country. These are typically non-refundable by ZADAZ.
14.2 Refused delivery. If you refuse delivery or fail to pay import charges and the shipment is returned or abandoned, refunds may be reduced or denied to the extent permitted by law and based on costs incurred.

15. Late or Missing Refunds

If you have not received your refund after we confirm it was processed:

  • Check with your bank/payment provider first (posting delays are common).

  • Then contact clientcare@houseofzadaz.com with your order number and return tracking.

16. Chargebacks and Payment Disputes

If you initiate a chargeback while a return/refund is being processed, we may pause the return/refund process until the dispute is resolved. Where a refund has already been issued and a chargeback is also granted, we reserve the right to recover amounts owed and restrict future orders, to the extent permitted by law. In the event of a wrongfully initiated chargeback that is decided in our favor, you agree to reimburse us for any dispute fees charged to us by the bank and reasonable administrative costs incurred in responding to the dispute.

17. Cancellations (Related Policy)

Orders may be cancelled within 24 hours of purchase only if fulfillment has not started and we confirm cancellation in writing. Orders cannot be cancelled after shipment. (See Terms & Conditions.)

18. Contact

Returns: returns@houseofzadaz.com
Support: clientcare@houseofzadaz.com
Privacy: privacy@houseofzadaz.com