Return & Refund Policy
Learn about our return, exchange, and refund policy — including eligibility, timeframes, and how refunds are processed.
Legal
Return & Refund Policy
Last updated: July 31, 2026
1. Return Eligibility
Items may be returned within 7 days of delivery, provided they are unused, unwashed, and in their original packaging with all tags and accessories intact. Some product categories (e.g. innerwear, cosmetics, perishable or personalized items) may not be eligible for return due to hygiene or customization reasons.
2. How to Request a Return
To request a return, go to My Orders in your account, select the delivered order, and click "Request a Return." Choose the item(s), select a reason, and submit any supporting photos if the item arrived damaged or incorrect. Our team will review your request and update its status in your account.
3. Return Approval Process
Once submitted, your return request is reviewed by our team. If approved, you will be notified with instructions on how to send the item back, or arrangements will be made for pickup, depending on your location and the branch handling your order.
4. Refund Method
Approved refunds are credited to your Pocket Shopping Wallet by default, which you can use for future purchases or withdraw via JazzCash / EasyPaisa, subject to our standard withdrawal terms. In select cases, refunds to the original payment method (card) may be available.
5. Refund Timeline
Once your returned item is received and inspected, refunds are typically processed within 3–5 business days. Wallet credits are usually instant upon approval; card refunds may take longer depending on your bank or card issuer.
6. Damaged, Defective, or Wrong Items
If you receive a damaged, defective, or incorrect item, please request a return within 7 days of delivery with photos of the issue. In these cases, we will prioritize your request and cover the cost of return shipping where applicable.
7. Non-Returnable Items
For hygiene, safety, and customization reasons, the following are generally not eligible for return unless defective on arrival: intimate apparel, cosmetics and personal care items, perishable goods, and made-to-order or personalized products.
8. Order Cancellations
Orders can be cancelled free of charge before they are confirmed or shipped. Once an order has been shipped, it can no longer be cancelled and must instead follow the return process after delivery.
9. Exchanges
We currently process exchanges as a return followed by a new order. Once your return is approved and refunded to your wallet, you may place a new order for the replacement item or size.
10. Late or Missing Refunds
If you haven't received your refund within the stated timeline, please check your Wallet transaction history first. If it still hasn't appeared, contact our support team with your order ID for assistance.
11. Changes to This Policy
We may update this Return & Refund Policy from time to time. Any changes will apply to orders placed after the update is published.
12. Contact Us
For any questions about returns or refunds, contact us at support@pocketshopping.com.