Returns & Refunds Policy

This Policy was last modified on 01 January, 2021.

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. 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 shipping fee is refunded along with the amount paid for your returned product.

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)

Payment MethodRefund OptionRefund Time
WalletWallet1 Working Days
Cash on Delivery (COD)Wallet/ Bank Deposit1 Working Days
Refund VoucherRefund Voucher2 Working Days
Modes of RefundDescription
  WalletThe Wallet needs to be activated in order to access the refund amount. Refunds can not be withdrawn.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 registered email ID and SMS on Jilito and can be redeemed against the same email ID.
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.