Returns & Refunds Policy

This Policy was last modified on 15 January, 2022.

How to Return a Product

  1. Sign in to your Account, select Orders.
  2. Select the order you wish to return.
  3. Click on Refund.
  4. Fill in the Return Form.
  5. Pack your parcel securely, with the product in the original and undamaged manufacturer’s packaging as completed to you.
  6. Head to your nearest drop-off point or wait for collection by our pick-up service.

Returns Policy

  1. If your product is damaged, defective, incorrect, or incomplete at the time of delivery, please file a return request on the app or website within 7 days for items of the delivery date.
  2. For selected categories, we accept a change of mind: Men’s Fashion, Women’s Fashion, Men’s Bags, Women’s Bags, Luggage & Suitcase, Bedding, Bath. Exceptions are women’s intimate apparel, men’s innerwear, swimwear, eyewear, jewelry, watches, duffel bags, shoe-care.
  3. For device-related issues after usage or the expiration of the return window, or brand warranty could be given by the brand. For brand warranty, please refer to the Brand Contact List.
Valid reasons to return an item
  1. Completed Product is damaged (physically destroyed or broken) / defective (dead on arrival)
  2. Completed Product is incorrect (presentation different on website) / incomplete (missing parts)
  3. Completed Product is “No longer needed” (you no longer have a use for the product / you have changed your mind about the purchase / the size of a fashion product does not fit / you do not like the product after opening the package) – eligible for selected products only.

Refund Policy

If your product is eligible for a refund, you can choose your preferred refund method based on the table below.

The time required to complete a refund depends on the refund method you have selected. The refund time starts once the quality check is completed. (For quality check timelines referee table below)

Item TypeDrop-Off/Pick-Up TATHand over to WearhouseQC TAT
Non Bulky72 hours from return request initiated3 working days3 days
Bulky5 working days from return request initiated5 working days once the item is picked/dropped3 days

Please note that this policy does not apply to international products.

Payment MethodRefund OptionRefund Time
Jilito WalletJilito WalletSame Day
Cash on Delivery (COD)Jilito Wallet
Bank Transfer
Same Day
2-7 Working Days
Debit/ Credit CardDebit/ Credit Card7-10 Working Days
Refund VoucherRefund VoucherSame Day
Easypaisa WalletJilito Wallet
Easypaisa Wallet
Same Day
5 Working Days
JazzCash Mobile AccountJilito Wallet
JazzCash Mobile Account
Same Day
5 Working Days
InstallmentsDebit/ Credit Card 90 Days
Modes of RefundDescription
WalletRefunds can not be withdrawn. All orders paid through Cash on Delivery (COD) will only be refunded to the Wallet.
Refund VoucherVouchers will be sent to the customer’s registered email ID and SMS on Jilito and can be redeemed against the same email ID.
Debit Card or Credit CardIf the refunded amount is not reflected in your card statement after the refund is completed and you have received a notification from Jilito, please contact your personal bank.
JazzCash Mobile AccountIf the refunded amount is not reflected in your JazzCash Wallet statement after the refund is completed: i) Please dial 4444 from your JazzCash number or 021-111-124-444 from any other number to contact the JazzCash help center.
Easypaisa WalletIf the refunded amount is not reflected in your Easypaisa Wallet statement after the refund is completed: i) Please dial 3737 from your Easypaisa number or 051-111-345-100 from any other number to contact the Easypaisa help center.
Bank DepositThe bank account details provided must be correct and the account must be active and should hold some balance. Do not provide account details of Basic Bank Account (BBA), National Bank, and Khyber bank as refunds cannot be processed for these options. IBAN number will be needed to refund the amount.

Important Note: The Voucher discount code can only be applied once. The leftover amount will not be refunded or used for the next purchase even if the value of the order is smaller than the voucher value.

Pre-Paid Orders Failed/False Delivery Refund Grid:

Payment MethodRefund OptionRefund Time
Debit/Credit CardDebit/Credit Card25 Working Days
Jilito WalletJilito Wallet6 Working Days
InstallmentsDebit/Credit Card90 Working Days
Easypaisa WalletEasypaisa Wallet20 Working Days
Easypaisa Shop (OTC) Jilito Wallet16 Working Days
Refund VoucherRefund Voucher17 Working Days
JazzCash Mobile AccountJilito Wallet16 Working Days