Return & Exchange Policy - Online Thrift Store Pakistan

Your Satisfaction is Our Priority

At Online Thrift Store (OTS), we want you to love every piece you purchase. We understand that sometimes things don't work out, which is why we've created a fair and transparent exchange policy. Since all our items are carefully curated pre-loved pieces, we follow specific guidelines to ensure fairness for all our customers.

3-Day Exchange Policy

We offer a 3-day exchange window from the date you receive your order. If an item doesn't meet your expectations, you can request an exchange by following our simple process.

How to Request an Exchange or Return

Step 1: Fill Out the Return/Exchange Form(MANDATORY)

Before contacting us, you must complete our online Return/Exchange Form. This helps us process your request quickly and efficiently.

📋 Fill Return/Exchange Form Here(Link will be added)

Step 2: Contact Our Support Team

After submitting the form, reach out to us within 3 days of receiving your order:

📧 Email: help@onlinethriftstore.pk
📱 Call/WhatsApp: +923117440444

Important: We can only process requests that have an accompanying completed form. Please do not skip Step 1.

Exchange Policy - Terms & Conditions

Eligible Items for Exchange:

✓ Items received in wrong size (different from what was ordered)
✓ Items that don't match the product description
✓ Items with undisclosed defects or quality issues
✓ Items in colors significantly different from photos

Conditions That Must Be Met:

1. Original Condition Required

• The item must be unwashed, unworn, and unaltered
• All original tags (if any) must be intact
• The product must be in the exact condition you received it
• Items that show signs of wear, washing, or damage by the customer will NOT be accepted

2. Return Timeline

• Exchange request must be initiated within 3 days of receiving your order
• The item must be shipped back to us within the same 3-day period
• Late requests will not be entertained

3. Proper Packaging

• Return the item in its original packaging (if possible)
• Pack it securely to prevent damage during return shipping

4. No Fraudulent Activity

• Any intentional damage, mishandling, or misuse of the product will be immediately detected
• Our team reserves the right to reject exchanges if fraudulent activity is suspected
• Attempts to exchange worn/used items as "defective" will result in rejection

Shipping Charges for Exchanges:

Shipping charges + All Taxs will be charged as return fee. This cost must be borne by the customer. You can either:

• Prepay the shipping when sending the item back, OR
• The all charges will be deducted from your store credit/coupon code.

Exchange Process - What Happens Next?

After We Receive Your Returned Item:

Step 1: Quality Inspection (2-3 business days) Our team will carefully inspect the returned item to verify it meets our exchange conditions.

Step 2: Exchange Approval Once approved, you'll receive a store coupon code for the value of your returned item via email/WhatsApp.

Step 3: Use Your Coupon

• The coupon code can be used on any product on our website
• Apply it at checkout to reduce your total amount
• Coupon is valid for 30 days only - after that, it will expire
• Non-transferable and cannot be exchanged for cash

Total Processing Time: 10-15 working days from when we receive your returned item.

Refund Policy

We operate on an exchange-only policy with limited exceptions. Refunds are only issued in specific circumstances.

When Refunds Are Issued:

✓ Damaged or Defective Items: Products received with visible damage or significant defects not mentioned in the listing
✓ Severely Misdescribed Items: Items that are drastically different from what was advertised

When Refunds Are NOT Issued:

✗ Sizing Issues: Exact measurements are provided with every product listing. We cannot issue refunds for size-related concerns. Exchanges are available instead.
✗ Change of Mind: "I don't like it anymore" or "It doesn't suit me" are not valid reasons for refunds
✗ Color Variations: Minor color differences due to screen settings or lighting
✗ Used/Worn Items: Any item that has been worn, washed, or altered

Refund Method:

Important: Refunds are NOT issued in cash. All approved refunds are provided as store credit/coupon codes only.

• Store credit will be issued for the full product value
• Can be used on future purchases at OTS
• Valid for 30 days from issuance
• Processing time: 10-15 working days

Items Not Eligible for Return/Exchange

The following items cannot be returned or exchanged under any circumstances:

✗ Items damaged or altered by the customer
✗ Items worn, washed, or used
✗ Items returned after the 3-day window
✗ Items without proper return authorization (unfilled form)
✗ Hygiene-sensitive items (if specified)
✗ Sale or clearance items (if marked as final sale)

Important Notes for Customers

Before Ordering:

• Check all measurements carefully against your own
• Read product descriptions thoroughly
• Review condition grading (Premium, Premium Plus, Excellent)
• Ask questions before purchasing if unsure

Upon Receiving Your Order:

• Inspect items immediately upon delivery
• Try items on carefully without removing tags or wearing outside
• Contact us within 3 days if there's an issue

Pre-Loved Nature: Remember, all our items are pre-loved (secondhand). Minor signs of previous wear consistent with the condition grading are not defects and do not qualify for returns.

Return Shipping Address

Once your exchange/return is approved, our support team will provide you with the return shipping address and detailed instructions via email or WhatsApp.

Do NOT send items back without prior approval - unauthorized returns will not be processed.

Customer Support

Have questions about our return/exchange policy? We're here to help!

📧 Email: help@onlinethriftstore.pk
📱 Call/WhatsApp: +923117440444
📋 Return Form: Fill Here

Support Hours: [Your business hours]
Response Time: Within 24 hours

Our Commitment to You

At OTS - Online Thrift Store Pakistan, we're committed to:

• Fair and transparent policies
• Quick response to genuine concerns
• Quality products that match their descriptions
• Building long-term trust with our customers

We've created these policies to protect both our customers and our business, ensuring everyone has a positive thrift shopping experience.

Why These Policies Exist

As a thrift store dealing with unique, one-of-a-kind pre-loved items, each piece cannot be replaced once sold. Unlike regular retail, we don't have "stock" of the same item. Our policies ensure:

• Items remain in resellable condition
• Fair treatment for all customers
• Sustainability of our business model
• Protection against misuse

Shop with confidence at OTS - Online Thrift Store Pakistan
Premium UK Branded Fashion | Fair Exchange Policy | Transparent Terms