Returns & Refunds

30-day return policy

For ready-to-wear and non-custom items, Mezanu offers a 30-day return period from the date you receive the item.

To be eligible, the item must be:

• unused
• unworn except for trying on
• clean
• undamaged
• with tags attached where possible
• in original packaging where possible
• returned with proof of purchase

You may try clothing to check fit, but the item must not be used for events, worn outside, washed, damaged, stained, perfumed, altered, or returned in a condition that prevents resale.

Custom-made and personalized items

Custom-made, tailored, personalized, or made-to-measure items are not eligible for normal change-of-mind returns. This includes:

• custom Habesha dress
• custom wedding/Melse outfit
• made-to-measure dress
• personalized fabric/design
• custom size
• custom embroidery/tibeb
• special-order products made only for you

However, if the item is faulty, damaged, wrong, or not made according to the confirmed order, Mezanu will review and may offer repair, alteration, replacement, partial refund, or refund according to the situation.

Customer error — customer pays return/correction costs

Examples:

• customer selected wrong size
• customer entered wrong measurements
• customer chose wrong color/style
• customer changed mind after delivery
• customer gave incorrect recipient or delivery details
• customer wants to exchange for personal preference

Mezanu/vendor/tailor error — Mezanu covers reasonable costs

Examples:

• wrong item sent
• wrong size sent compared with the confirmed order
• product damaged before delivery
• major defect
• custom item does not match the confirmed design
• missing item
• wrong delivery caused by Mezanu/vendor error

Return process

1. Log in to your account.
2. Go to Orders.
3. Choose the order.
4. Click "Request Return".
5. Select the reason.
6. Upload photos if required.
7. Wait for approval and instructions.
8. Ship the item back if approved.

For guest orders, contact support with your order number and email.

Refund method

Refunds are normally made to the original payment method. A refund may be delayed until the returned item is received and inspected. If you used store credit or coins, refund handling depends on the reward rules.

Non-returnable items

The following may not be returnable unless faulty:

• custom-made products
• personalized products
• used/worn items
• damage caused by the customer
• washed items
• stained or perfumed items
• hygiene-sensitive items if opened
• final sale items where legally allowed and clearly marked