Return & Exchange Policy

Last Updated: November 27, 2025

Overview

At Thrift Store, we understand that shopping for secondhand items online requires trust. While we encourage buyers to carefully review product descriptions and photos before purchasing, we have implemented a fair return and exchange policy to protect your interests.

Please note that as a marketplace for secondhand items, our return policy differs from traditional retail stores. All items are pre-owned unless explicitly marked as "Brand New with Tags."

Important Notice

Returns and exchanges are handled directly between buyers and sellers. Thrift Store facilitates the process and may mediate disputes, but the final decision rests with the seller according to the conditions outlined below.

Return Timeline

7-Day Return Window

You may request a return or exchange within 7 days of receiving your order (delivery date), provided the conditions below are met. Returns requested after 7 days will not be accepted.

How to Calculate Return Period:

Day 1 = Delivery date (as shown on tracking or delivery receipt)
Day 7 = Last day to request a return

Eligible Return Reasons

Returns and exchanges are accepted ONLY under the following conditions:

1. Item Not as Described

If the item you received significantly differs from the product description or photos (e.g., different color, size, brand, or condition), you are eligible for a return.

2. Defective or Damaged Item

If the item was damaged during shipping or has defects that were not disclosed in the product description (e.g., broken zippers, holes, stains not mentioned), you may return it.

3. Wrong Item Received

If the seller shipped an incorrect item (completely different product), you are eligible for an exchange or full refund.

4. Counterfeit or Fake Item

If you receive a counterfeit or replica item that was advertised as authentic, you are entitled to a full refund. Please provide proof (photos, authentication documents).

Non-Returnable Reasons

The following reasons are NOT eligible for returns or exchanges:

  • Change of Mind: "I don't like it" or "I found a better deal"
  • Size Issues: Item doesn't fit (unless size was incorrectly described)
  • Color Differences: Slight color variations due to screen display or photography
  • Expected Wear and Tear: Normal signs of use consistent with the listed condition
  • Buyer's Remorse: Regretting the purchase after receiving the item
  • Delayed Inspection: Return requests made after the 7-day window

Return Conditions

To be eligible for a return or exchange, the item must meet ALL of the following conditions:

  • Item is in the same condition as when you received it
  • Item has not been worn, washed, or altered (except for trying on)
  • All original tags and labels are still attached (if applicable)
  • Item is returned in its original packaging (if provided)
  • Item does not have any new damage caused by the buyer
  • Return is requested within 7 days of delivery

Note: Returns will not be accepted if the item shows signs of use beyond normal try-on (e.g., worn for extended periods, washed, perfumed, or damaged by the buyer).

How to Request a Return

1

Contact the Seller

Go to your Order Details page and click "Contact Seller" to explain the issue. Many sellers are willing to resolve issues quickly without formal returns.

2

Submit Return Request

If the seller doesn't respond within 48 hours or refuses a valid return, click "Request Return" on your Order Details page and provide:

  • Reason for return
  • Clear photos showing the issue
  • Order number and item details
3

Wait for Approval

The seller has 48 hours to review your return request and approve or reject it. Thrift Store may step in to mediate if there's a dispute.

4

Ship the Item Back

Once approved, carefully package the item and ship it back to the seller's address. Keep the tracking number as proof of return.

5

Receive Refund

After the seller receives and inspects the returned item, your refund will be processed within 3-5 business days (for COD, seller will coordinate refund method).

Shipping Costs for Returns

Seller's Fault

If the return is due to seller error (wrong item, item not as described, defective item), the seller must cover the return shipping costs. The seller will provide you with a prepaid shipping label or reimburse your shipping expenses.

Buyer's Preference

If the return is for any other reason (e.g., change of mind, size issues not mentioned in listing), the buyer must cover the return shipping costs.

Refund Method

Cash on Delivery (COD) Orders

For orders paid via Cash on Delivery, refunds will be issued through one of the following methods:

  • Bank transfer to your provided account details
  • JazzCash or EasyPaisa wallet transfer
  • Platform credit for future purchases (if you prefer)

Online Payment Orders

Refunds for orders paid via credit/debit card or digital wallets will be credited back to the original payment method within 5-7 business days.

Exchanges

Exchanges are subject to seller availability. If you wish to exchange an item for a different size or color, please contact the seller directly. Exchange eligibility follows the same rules as returns.

Note: If the desired replacement item is not available, you will receive a refund instead.

Inspection Upon Delivery

Best Practice: Inspect Before Accepting

We strongly encourage you to inspect your package in the presence of the delivery person. Check for:

  • Damaged or tampered packaging
  • Correct item and quantity
  • Visible defects or damage
  • Item matches the product description

If you notice any issues during delivery, refuse to accept the package and contact us immediately for a resolution.

Dispute Resolution

If you and the seller cannot agree on a return or refund, Thrift Store will mediate the dispute. Our customer support team will review evidence from both parties (photos, messages, product description) and make a fair decision.

To file a dispute, email us at disputes@thriftstore.pk with your order number and detailed explanation.

Contact Us

If you have any questions about our Return & Exchange Policy, please contact us:

Email: returns@thriftstore.pk

Customer Support: support@thriftstore.pk

Response Time: We aim to respond within 24-48 hours.

Fair Marketplace Policy: Thrift Store is committed to creating a fair and trustworthy marketplace for secondhand items. We encourage honest communication between buyers and sellers to resolve issues amicably. Abuse of the return policy may result in account suspension.