How to Return a Product
- Sign in to your Account, select Orders.
- Select the order you wish to return.
- Click on Refund.
- Fill in the Return Form.
- Pack your parcel securely, with the product in the original and undamaged manufacturer’s packaging as completed to you.
- Head to your nearest drop-off point or wait for collection by our pick-up service.
Returns Policy
- 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.
- 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.
- 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
- Completed Product is damaged (physically destroyed or broken) / defective (dead on arrival)
- Completed Product is incorrect (presentation different on website) / incomplete (missing parts)
- 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 Type | Drop-Off/Pick-Up TAT | Hand over to Wearhouse | QC TAT |
| Non Bulky | 72 hours from return request initiated | 3 working days | 3 days |
| Bulky | 5 working days from return request initiated | 5 working days once the item is picked/dropped | 3 days |
Please note that this policy does not apply to international products.
| Payment Method | Refund Option | Refund Time |
| Jilito Wallet | Jilito Wallet | Same Day |
| Cash on Delivery (COD) | Jilito Wallet Bank Transfer | Same Day 2-7 Working Days |
| Debit/ Credit Card | Debit/ Credit Card | 7-10 Working Days |
| Refund Voucher | Refund Voucher | Same Day |
| Easypaisa Wallet | Jilito Wallet Easypaisa Wallet | Same Day 5 Working Days |
| JazzCash Mobile Account | Jilito Wallet JazzCash Mobile Account | Same Day 5 Working Days |
| Installments | Debit/ Credit Card | 90 Days |
| Modes of Refund | Description |
| Wallet | Refunds can not be withdrawn. All orders paid through Cash on Delivery (COD) will only be refunded to the Wallet. |
| Refund Voucher | Vouchers 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 Card | If 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 Account | If 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 Wallet | If 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 Deposit | The 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 Method | Refund Option | Refund Time |
| Debit/Credit Card | Debit/Credit Card | 25 Working Days |
| Jilito Wallet | Jilito Wallet | 6 Working Days |
| Installments | Debit/Credit Card | 90 Working Days |
| Easypaisa Wallet | Easypaisa Wallet | 20 Working Days |
| Easypaisa Shop (OTC) | Jilito Wallet | 16 Working Days |
| Refund Voucher | Refund Voucher | 17 Working Days |
| JazzCash Mobile Account | Jilito Wallet | 16 Working Days |