Refund policy

Return, Exchange & Refund Policy — Reloved.pk

Last Updated: August 18, 2026

At Reloved.pk, customer trust and satisfaction are our top priorities. Since our catalog features curated, one-of-a-kind preloved and thrifted imported fashion pieces, we provide clear, flexible return and inspection policies to ensure a seamless shopping experience.

1. "Check Parcel Before Payment" (Doorstep Inspection)

We offer an Open Parcel / Check Before COD facility across supported delivery destinations in Pakistan:

  • Doorstep Verification: You are welcome to open the flyer/box in front of the courier rider before paying Cash on Delivery (COD) to inspect the garment's condition, color, and fabric.

  • Instant Return: If the item does not match what you ordered or has unmentioned defects, you can return it to the rider immediately without paying for the product (courier delivery charges may apply).

  • Rider Cooperation: If any rider refuses to let you inspect the parcel, please call or WhatsApp our support team immediately at +92 345 2522099 while the rider is at your doorstep.

2. 7-Day Return & Exchange Window

If you accept the parcel and later decide to return or exchange it, you have 7 days from the date of delivery to initiate a request.

Eligibility Criteria:

  • The item must be in its original received condition (unworn, unwashed, and unstained).

  • All internal tags, brand labels, and packaging (dustbag/box) must be intact.

  • Since preloved pieces are single, unique inventory items, exchanges are subject to current stock availability or store credit.

3. Damages & Discrepancies

We carefully grade and photograph all preloved garments, stating exact condition ratings and inch measurements on product pages.

  • If you receive an item with an unlisted flaw (such as an unmentioned tear, broken zipper, or major stain), please contact us within 48 hours of delivery with clear photos/videos.

  • We will arrange a free exchange, store credit, or a 100% full refund including shipping costs.

4. Non-Returnable Items

To maintain hygiene and fair pricing standards, the following are non-returnable:

  • Items marked as Final Clearance / Flash Sale.

  • Lingerie, intimates, or shapewear (due to hygiene protocols).

  • Items damaged, washed, or altered after delivery.

5. How to Initiate a Return

  1. Contact Support: Reach out via WhatsApp at +92 345 2522099 or email ishakhanmarwat0@gmail.com with your Order ID and reason for return.

  2. Parcel Dispatch: Pack the item securely in its original packaging and dispatch it via your preferred courier service (TCS, Leopards, Trax, PostEx, etc.) to our Karachi warehouse address provided by our team.

  3. Shipping Costs: Return shipping charges are paid by the customer unless the return is due to our error (defective, wrong, or misrepresented item).

6. Refund Process (JazzCash, EasyPaisa & Bank Transfer)

Once your returned parcel reaches our Karachi facility and passes quality inspection:

  • Approval: Your refund will be processed within 24 to 48 hours.

  • Payout Method: Refunds for Cash on Delivery (COD) orders are transferred directly to your EasyPaisa, JazzCash, or Local Pakistani Bank Account.

  • Prepaid Orders: If you paid via online bank transfer, the amount will be reversed to the source account.

7. Customer Support & Returns Desk

For any return queries, status updates, or doorstep rider assistance, contact us directly:

  • Store Name: Reloved.pk

  • WhatsApp / Call: +92 300 2504099

  • Email: ishakhanmarwat0@gmail.com

  • Returns Hub: Karachi, Sindh 74460, Pakistan

  • Support Hours: Monday – Saturday | 11:00 AM – 9:00 PM PKT