Return & Refund

How to Return A Product ?

• Sign in to your Thokmandy Account, select My Orders.
• Select the order you wish to return and click on the Manage Order button.
• Click on Return Items.
• Fill in the Return Form. The available return options (pickup/drop-off) will be displayed in this form.
• Pack your return package securely, with the product in the original and undamaged manufacturer’s packaging as delivered to you. Write your order number & return tracking number clearly on the outer side of the package.
• Head to your nearest drop-off point or wait for collection by our pick-up service.
• Make sure you have written your order number and return tracking number on your package at the time of drop off.
  You can view your return tracking number as soon as you have filled the Online Return Form and logged your return request.
  
  Returns Policy
  

1. If your product is damaged, defective, incorrect or incomplete at the time of delivery, please raise a return request on Thokmandy website.
2. For selected categories, we accept a change of mind. Please refer to the section below on Return Policy per Category for more information.

Valid reasons to return an item

1. Delivered product is damaged (i.e. physically destroyed or broken) / defective (e.g. unable to switch on)
2. Delivered product is incomplete (i.e. has missing items and/or accessories).
3. Delivered product is incorrect (i.e. wrong product/size/colour, fake item, or expired)
4. Delivered product is does not match product description or picture (i.e product not as advertised)
5. Delivered product does not fit. (i.e. size is unsuitable)

Issuance of Refunds
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 refere table below)

Item Type	Drop Off TAT	Pickup TAT	Hand over to Thokmandy WH	QC TAT
Non Bulky	5 working Days	4 working Days	2 – 4 working days	2 working days
Bulky	N/A	7 working days	2 – 4 working days	2 working days

Please note that this policy does not apply to Thokmandy Global products. For Thokmandy Global return and refund policy please.

Payment Method	Refund Option	Refund Time
Debit/ Credit Card	Debit/ Credit Card	10 Working Days
HBL Direct Transfer	HBL Account	5 Working Days
Thokmandy Wallet	Thokmandy Wallet	30 Minutes
Equated Monthly Installments	Credit Card	10 Working Days
Easypaisa Wallet	Easypaisa Wallet	5 Working Days
Daraz Wallet	30 Minutes
Cash on Delivery (COD)	Thokmandy Wallet	30 Minutes
Thokmandy Voucher	Thokmandy Voucher	1 Working Days
JazzCash Mobile Account	Thokmandy Wallet	30 Minutes

Modes of Refund	Description
Thokmandy Wallet	The Thokmandy Wallet needs to be activated in order to access the refund amount. Refunds can also be withdrawn to a bank account from within the Thokmandy Wallet. All orders paid through Cash on Delivery (COD), Easypaisa Shop (OTC) or JazzCash Mobile Account will only be refunded to the Thokmandy Wallet.
Refund Voucher	Vouchers will be sent to the customer registered email ID on Thokmandy and can be redeemed against the same email ID.
Debit Card or Credit Card	If the refunded amount is not reflecting in your card statement after the refund is completed and you have received a notification by Thokmandy , please contact your personal bank.
Easypaisa Wallet	If the refunded amount is not reflecting in your Easypaisa Wallet statement after refund is completed: i) Please dial 3737 from your Easypaisa number or 051-111-345-100 from any other number to contact the Easypaisa helpcenter.
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 next purchase even if the value of order is smaller than voucher value.

Pre-Paid Orders Failed/False Delivery Refund Grid:

Payment Method	Refund Option	Refund Time
Debit/Credit Card	Debit/Credit Card	20 Working Days
HBL Direct Transfer	HBL Account	15 Working Days
Thokmandy Wallet	Thokmandy Wallet	11 Working Days
Equated Monthly Installments	Credit Card	20 Working Days
Easypaisa Wallet	Easypaisa Wallet	15 Working Days
Easypaisa Shop (OTC)	Thokmandy Wallet	11 Working Days
Thokmandy Refund Voucher	Refund Voucher	11 Working Days
JazzCash Mobile Account	Thokmandy Wallet	11 Working Days