Return and refund policy
Overview
The Let’s Sell Money Back Guarantee protects buyers when an eligible order:
- Is not received
- Arrives damaged or defective
- Is significantly different from the listing description
- Includes missing parts or accessories
- The wrong item is delivered
- The seller does not honor their stated return policy
This policy applies only to transactions completed through Let’s Sell within Pakistan.
1. Eligibility for Coverage
| Requirement | Details |
|---|---|
| Platform Purchase | The order must be completed and paid for through Let’s Sell |
| Reporting Time | The buyer must report the issue within the applicable return or guarantee period |
| Cooperation | Both buyer and seller must cooperate during the dispute process |
| Duplicate Claims | Buyers cannot open disputes for the same transaction through banks or external payment providers |
| Seller Responsibility | Sellers must deliver the exact item described and honor their return policy |
2. Return & Guarantee Duration
Sellers Offering Returns:
For sellers who offer returns, buyers are protected from:
- The delivery date, or
- The store collection date
until the return duration mentioned in the seller’s return policy.
Example:
| Seller Return Policy | Buyer Protection Duration |
|---|---|
| 7-Day Return Policy | Buyer can request a return within 7 days after delivery or pickup |
| 14-Day Return Policy | Buyer can request a return within 14 days after delivery or pickup |
Sellers Who Do Not Accept Returns
Even if a seller does not accept returns, Let’s Sell provides a limited 2-Day Money Back Guarantee from the date of delivery or collection.
Covered Situations:
| Covered | Not Covered |
|---|---|
| Wrong item received | Change of mind |
| Item significantly not as described | Size or fitting issues |
| Damaged item received | Preference-related issues |
| Defective item received | Minor variations clearly disclosed in listing |
Exception for Local Pickup Orders
For orders collected directly from a seller's store, warehouse, office, or pickup location, the Let’s Sell 2-day Money Back Guarantee does not apply where the seller does not offer returns, warranties, guarantees, or replacement coverage.
Buyers are expected to inspect the item thoroughly before accepting collection.
The buyer should verify:
- Product condition
- Product specifications
- Quantity
- Included accessories
- Functionality where reasonably possible
- Compliance with the listing description
Once the buyer accepts and collects the item, the order will generally be considered received in satisfactory condition.
Claims relating to product condition, missing accessories, cosmetic defects, or items not as described may be denied if the issue could reasonably have been discovered during inspection at the time of collection.
If the seller offers a return, warranty, guarantee, or replacement policy, the buyer may still rely on those protections according to the seller's stated terms.
Inspection Before Collection
For local pickup orders, buyers are encouraged to inspect the item before accepting collection.
If, during inspection, the buyer reasonably believes that:
- The item is not as described;
- The wrong item has been provided;
- The item is visibly damaged;
- The item is incomplete; or
- The item materially differs from the listing;
the buyer may refuse to accept the item and request cancellation of the transaction.
To assist with dispute resolution, both the buyer and seller may be required to provide supporting evidence, including photographs, videos, collection records, communications, or any other relevant documentation.
Let’s Sell reserves the right to review all available evidence before determining whether a cancellation, refund, or other remedy is appropriate.
3. Evidence & Documentation
To help ensure fair dispute resolution, Let’s Sell strongly recommends that buyers and sellers maintain visual proof related to the order.
Seller Recommendations:
| Recommended Evidence | Purpose |
|---|---|
| Photos before shipment | Verifies item condition |
| Packing video | Confirms correct item was packed |
| Sealed parcel photo with shipping label | Confirms shipment details |
Buyer Recommendations:
| Recommended Evidence | Purpose |
|---|---|
| Unboxing video immediately after delivery | Verifies parcel contents |
| Opening parcel in front of courier | Helps avoid delivery disputes |
| Photos/videos of damage or wrong items | Supports refund or return claims |
Failure to provide evidence does not automatically invalidate a claim. However, Let’s Sell may rely on available evidence from both parties when making a final decision.
4. Item Not Received
If a buyer does not receive an order:
| Process | Details |
|---|---|
| Buyer Action | Report the issue after estimated delivery date passes |
| Seller Response Time | Within 3 business days |
| Seller Proof | Tracking details or proof of delivery |
| Resolution | Full refund may be issued if delivery cannot be verified |
Valid Proof of Delivery May Include:
- Courier tracking showing successful delivery
- Signed delivery confirmation
- Store collection confirmation
5. Item Not as Described
A buyer may request a return or refund if:
| Covered Issues |
|---|
| Wrong item delivered |
| Damaged item |
| Defective item |
| Missing parts or accessories |
| Counterfeit or fake product |
| Item significantly different from listing |
The request must be submitted within the applicable return or guarantee period.
6. Return Requirements
Buyer Responsibilities:
| Requirement | Details |
|---|---|
| Item Condition | Return item in same condition received |
| Packaging | Include original accessories, manuals, tags, and packaging |
| Return Deadline | Ship item back within approved timeframe |
| Accurate Information | Provide truthful claim details |
Claims May Be Rejected If:
- The item was intentionally damaged after delivery
- Parts or accessories are missing due to buyer negligence
- False or misleading information is submitted
Seller Responsibilities:
| Requirement | Details |
|---|---|
| Response Time | Respond within 3 business days |
| Return Address | Provide valid return address if return approved |
| Refund Obligation | Issue refund after receiving returned item |
| Policy Compliance | Honor return policy shown in listing |
If the seller fails to respond or cooperate, Let’s Sell may step in and resolve the case.
7. Return Shipping Responsibility
| Return Reason | Who Pays Return Shipping |
|---|---|
| Wrong item delivered | Seller |
| Item not as described | Seller |
| Damaged or defective item | Seller |
| Change of mind | Buyer |
| Preference-related return | Buyer |
| Buyer-paid return policy mentioned in listing | Buyer |
8. Refunds
| Refund Information | Details |
|---|---|
| Refund Method | Original payment method where possible |
| Refund Coverage | Item price and applicable shipping charges |
| Refund Processing | After return verification or claim approval |
9. Situations Not Covered
The Let’s Sell Money Back Guarantee does not apply in the following situations:
| Not Covered Situations |
|---|
| Incorrect delivery address provided by buyer |
| Buyer refused delivery without valid reason |
| Issue clearly disclosed in listing |
| Damage caused after delivery due to misuse |
| Independent courier or third-party pickup arranged by buyer |
| Claim submitted after allowed deadline |
| Duplicate disputes filed through external providers |
10. Fraudulent or Abusive Activity
Protection may be removed for buyers or sellers involved in fraudulent activity.
| Examples of Abuse |
|---|
| Returning a different item |
| False “item not received” claims |
| False “item not as described” claims |
| Abuse of refund or return system |
Let’s Sell May:
- Reject claims
- Suspend accounts
- Restrict platform access
- Take further action where necessary
11. Final Decision Rights
Let’s Sell reserves the right to review all evidence and make the final decision regarding:
- Returns
- Refunds
- Claims
- Disputes
Additional Evidence May Be Requested
| Evidence Type |
|---|
| Photos |
| Videos |
| Courier tracking |
| Delivery confirmation |
| Communication records |
All decisions made by Let’s Sell regarding disputes and reimbursements are final.
12. Policy Updates
Let’s Sell reserves the right to update or modify this policy at any time.
Any updated version becomes effective immediately upon publication on the platform.