Returns and refunds

If an item does not suit you, it can be returned or exchanged within 14 calendar days. Manufacturing defects are covered by the warranty — five years on the leather.

Returning an item in good condition

You may return or exchange an item within 14 calendar days of receiving it if the shape, size, style, colour or configuration does not suit you. This follows the Law of the Republic of Kazakhstan “On Consumer Rights Protection”.

We accept the item back if it:

has not been used;
has kept its original appearance, properties, factory tags and seals;
is returned complete, as received, including packaging and any gift inserts;
is supported by proof of purchase — an order number in the form ZAF-2026-0001 is enough.

Items with personal engraving are made specifically for you and therefore cannot be exchanged or returned because they “did not suit”. This restriction does not apply to manufacturing defects.

If the item is defective

In case of a manufacturing defect we repair the item free of charge or replace it with a new one — your choice. If neither repair nor replacement works for you, we refund the full amount.

The leather is covered by a 5-year warranty from the date of purchase. The warranty does not cover natural wear, mechanical damage, traces of water, dyes and chemicals, or the consequences of improper care.

Active warranties for your purchases are collected in your account under “My warranties”.

How to arrange a return

Contact usMessage us on WhatsApp or email sales@zaf.kz. Give the order number and the reason; for a defect, attach photos.

Agree the methodA manager confirms the return and tells you where to bring or send the item: a boutique in Astana or Almaty, or via a courier company.

Send the item backPack the item complete with its packaging and tags.

Receive the refundOnce the item has been checked, the money is returned to the card used for the payment.

Refunds

Refunds are issued by the same method as the payment: to the bank card the payment was made from. We cannot refund in cash or to a different card — that is a payment-system rule, not ours.

The refund is initiated within 3 business days after we receive and check the item. How long the money takes to reach your account depends on the issuing bank — usually between 3 and 30 calendar days.

The price of the goods is refunded. Delivery costs are refunded when the return is caused by our mistake or by a defect.

Cancelling before delivery

A paid order can be cancelled at any time before it is handed over to you. Write to us as early as possible — if the order has not shipped yet, we refund the whole amount, delivery included.

Where to address a claim

For any return-related question write to us on WhatsApp or at sales@zaf.kz. We reply on business days and review a claim within 10 calendar days of receiving the item.