Returns & Refunds Policy

1. Your rights come first#

You have rights under consumer protection law, including the provincial consumer protection acts, and under other laws that apply to sales of goods. Nothing in this policy limits a right that the law gives you and that cannot be excluded. Where the law gives you more than this policy, the law applies.

2. When you can return an item or get a refund#

You can ask for a refund, a replacement or a repair, whichever is suitable, if:

• the item is damaged, broken or defective on arrival, or stops working properly soon after;
• you received the wrong item, size, colour or quantity;
• the item is not as described in the Listing, including its photos, materials, condition and specifications;
• the item is counterfeit, or is an imitation sold as the genuine product;
• part of the order is missing; or
• the order did not arrive, or arrived long after the date promised, and you no longer want it.

Please report the problem within 7 days of delivery (or, if it never arrived, of the date it was due). Reports made later may still be looked at, especially for hidden defects, and your legal rights remain.

3. Change of mind#

• If you simply change your mind, you can return an item only if the seller's Listing or store policy says that it accepts such returns.
• The item must be unused, in its original packing, and with all its tags, accessories and documents.
• For change-of-mind returns, you pay the cost of sending the item back, unless the Listing says otherwise. The original delivery charge is not refunded unless the Listing says so.
• The seller's change-of-mind terms must be shown clearly on the Listing before you buy.

4. Items that cannot be returned for change of mind#

For hygiene, safety or practical reasons, the following cannot be returned just because you changed your mind:

• perishable goods such as fresh food;
• personal care, intimate and hygiene items that have been opened or used;
• medicines, except where the wrong or a damaged product was delivered;
• goods made, cut or changed to your order;
• digital goods and services that have already been delivered; and
• any item that the Listing marks as non-returnable for a lawful reason.

This list never stops you from reporting an item that is faulty, wrong, not as described, counterfeit, incomplete or missing, as described in section 2.

5. How to ask for a return, exchange or refund#

1. Sign in and open Orders & Tracking, then open the order. If you cannot sign in, contact us through support@tnt024.com or our Contact us page with your order number.
2. Choose Refund or exchange, say whether you want a refund or an exchange, and describe the problem in a few words.
3. Add clear photos, and a short video if the problem is hard to show, either in your message or when we ask for them. Keep the item and its packing.
4. We forward the request to the seller, who must answer promptly. We may ask you or the seller for more information.
5. We tell you the decision and what to do next, for example how to send the item back.

A refund or exchange cannot be requested for an order that is cancelled or still waiting for payment. See our Cancellation Policy for those.

6. How we decide#

We look at your description and photos, the Listing, the seller's answer, the delivery records, and any other evidence. If the seller does not answer in time, or the evidence shows that the problem is the seller's, we may approve the request without the seller's agreement. If the evidence does not support the request, we will explain why. Our decision does not take away any right that you or the seller has under the law.

7. Sending the item back#

• When a return is needed, we will tell you how: the seller or a courier may collect the item, or you may be asked to send it. Do not send an item back before we tell you to.
• Pack the item safely, in its original packing where possible, with all accessories and documents.
• Who pays. If the problem is the seller's fault, for example a damaged, defective, wrong, counterfeit or misdescribed item, the seller pays the cost of the return. For a change-of-mind return that the seller accepts, you pay, unless the Listing says otherwise.
• Keep proof that you sent the item, such as the courier receipt and tracking number.
• When a replacement or refund depends on the returned item, the seller or we check it when it arrives. If it is not the item that was sent, or it is damaged by you, the request may be refused or reduced.

8. Refunds#

• How much. You get back the price of the item or items covered by the refund. When the problem is the seller's fault, you also get back the delivery charge you paid for that part of the order. For a partial problem, such as one item missing from a parcel, you get a partial refund.
• How. For orders paid by bank transfer or Raast, we refund to your bank account or Raast ID, or by another method we agree with you. For cash on delivery orders, we refund to a bank account or Raast ID that you give us, because you paid in cash.
• When. We aim to send an approved refund within 7 working days of the approval, or, where the item has to come back first, of the day it is received and checked. Your bank may need extra time to show it.
• Points and coupons. Loyalty points earned on a refunded item are removed. A coupon used on the order is not given back unless the refund is because of the seller or us.

9. Exchanges and replacements#

If you ask for an exchange, the seller sends a replacement of the same item, or another size or colour, where it is in stock. Delivery of the replacement is paid by the seller when the problem is the seller's fault. If the replacement is not available, or the replacement is not suitable, you can choose a refund instead.

10. Orders with several sellers#

If your order has items from several sellers, each seller's part is handled on its own. A return or refund for one seller's part does not change the others.

11. What sellers must do#

Sellers must follow this policy and the law, answer return requests promptly, and accept returns that it requires. Where a refund is due because of the seller's fault, the seller bears the cost, and we may deduct it from the seller's payouts, as set out in the Seller Agreement. Sellers that often cause returns can be limited or suspended.

12. If you disagree#

If you are not happy with a decision, please reply to us with any new evidence, and we will look at it again. You may also use any consumer court, forum or authority that the law allows you to use. See section 21 of our Terms & Conditions.

13. Contact us#

For help with a return, exchange or refund, please use support@tnt024.com or our Contact us page and include your order number.

THE NEST, managed by AH
Lahore, Punjab, Pakistan

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