Refund Policy

When you may receive a refund

You may be eligible for a refund if:

• You return an eligible item within 7 calendar days of delivery according to our Returns & Exchanges Policy.
• You receive a damaged, defective, or incorrect item.
• We cancel your confirmed order or are unable to deliver it.

All returned items are subject to inspection before a refund is approved.

Refund amount

For an approved return due to size, colour, or change of mind, we will refund the eligible product price. Original delivery charges and return delivery charges are not refundable unless otherwise stated. If you receive a damaged, defective, or incorrect item, Zinnia will refund the eligible product price and applicable delivery charge, or arrange a replacement at no additional delivery cost.

Refund method for Cash on Delivery orders

Cash on Delivery is currently available for eligible orders. For an approved refund on a Cash on Delivery order, we will issue the refund through a method confirmed with you, such as bank transfer or mobile financial service transfer. Our support team may request the necessary refund information after your refund is approved.

Refund processing time

After we receive and inspect the returned item, approved refunds will be processed within 7 business days. The time required for the refund to appear in your account may depend on the receiving bank or mobile financial service provider.

Order cancellation

For Cash on Delivery orders cancelled before delivery, no refund is required because no payment has been collected. If a confirmed order cannot be delivered, our support team will contact you using the phone number or email provided with your order.

Non-refundable items

• Innerwear and lingerie
• Customised or made-to-order items
• Items clearly marked Final Sale before purchase
• Free gifts or promotional items
• Items that have been worn, washed, used, damaged after delivery, or returned without original tags

This restriction does not apply where an item was delivered damaged, defective, or incorrect.

How to request a refund

To request a refund, email [email protected] within the applicable return period with your order number, the reason for the refund request, and clear photos or video if the item is damaged, defective, or incorrect. Please do not send an item back before receiving return instructions from our support team.

Need help?

For refund-related questions, contact us at [email protected] or 01705669795. Support hours: Saturday - Thursday, 10 AM to 08 PM. We aim to review and resolve customer complaints and notify you of the outcome within 72 hours.

Please review our Returns & Exchanges Policy for return eligibility before requesting a refund.