Return Exchange & Refund Policy
We want every Thrift Rise order to feel clear after checkout. This page explains when items can be returned, how refund reviews work, and what happens after an approved return reaches us.
Return window
3 days from delivery
How a return works
Returns and refunds are separate steps. A return request handles eligibility, shipment, and inspection. A refund sends or records the money after the return is approved.
Open your order
Go to your account order history or track your order using the order number and checkout contact details.
Choose eligible items
Select the item quantity you want to return and share the reason, notes, and photos when needed.
Wait for review
Our team, and the vendor when applicable, reviews the request against the return window and item condition.
Send the item back
After approval, follow the return instructions. Keep your carrier receipt until the return is closed.
Inspection and refund
Once received and inspected, eligible refunds are issued to the original payment method or recorded manually.
Eligible returns
Delivered physical products with an eligible return request submitted within 3 days of delivery.
Wrong item received compared with the product ordered.
Major undisclosed defect or damage not shown in the listing photos or description.
Significant measurement difference from the measurements provided on the product page.
Exchange Policy
Eligible exchange requests must be submitted within 3 days of delivery.
Items must be unused, unwashed, unaltered, and returned in the same condition received.
All exchanges are subject to product availability.
Most pre-owned products are one-of-a-kind, so the same item, size, or replacement may not be available.
If the same item is unavailable, another eligible available product may be selected.
Any applicable price difference and shipping charges will be communicated before the exchange is processed.
Exchanges are not normally approved solely for minor cosmetic signs of previous use, such as slight fading or cosmetic wear on zippers, buttons, logos, trims, or hardware, where the item remains functional and wearable.
Items that may not qualify
Size or fit issues when measurements were clearly provided before purchase.
Change of mind or simply not liking the style after delivery.
No unboxing video is provided
The package was received intact with no signs of tampering
Materially different colour/design from the listing, excluding normal screen/lighting variation.
Authenticity issue, if an item was explicitly advertised as authentic/original and is found otherwise.
Minor colour variation caused by lighting, photography, display settings, or the nature of pre-owned fabric.
Pre-existing flaws clearly disclosed in photos or the description.
Return request without clear photos/evidence showing the reported problem.
Items marked Final Sale / Non-returnable, but only where this was clearly shown before purchase.
Minor signs of normal pre-owned or thrift use that do not materially affect the item's functionality or wearability. This may include slight fading, minor colour variation, small marks, light fabric wear, or cosmetic wear/fading on zippers, buttons, logos, prints, trims, or hardware. Very minor cosmetic signs of previous use may not always be individually photographed or mentioned.
Missing, Wrong or Damaged Items
Missing item, wrong item, or transit-damage claims should be reported within 48 hours of delivery.
Keep the original courier packaging and shipping label until the claim is resolved.
Clear photos of the parcel, shipping label, and received contents may be required.
An unboxing video may be requested as supporting evidence for missing, wrong, tampered, or damaged-item claims.
Claims are reviewed using available delivery, packaging, shipment, and supporting evidence.
Do not discard the parcel packaging while an investigation is pending.
Courier-Related Claims & Investigations
Thrift Rise is a small independent store and uses third-party courier partners to deliver orders. We maintain product photos and packing/dispatch records, including packing video where available, to help verify the condition and contents of an order before shipment.
Our Responsibility
Thrift Rise Issue — We Resolve It
If we send an item that does not match your order or listing, we will review the claim and provide the appropriate resolution once the issue is verified.
Third-Party Courier
Courier Issue — Investigation Required
If the issue appears to have occurred during transit or delivery, we raise a formal complaint with the courier and provide the available shipment and packing evidence.
What Happens During a Courier Investigation?
We work with the courier and share the available evidence to establish what happened to the shipment.
Claim Raised
We submit the delivery or shipment issue to the courier.
Evidence Shared
Available packing records, shipment details and supporting evidence are provided.
Courier Review
The courier may review tracking, hub scans, shipment weights, proof of delivery and other logistics records.
Resolution
We update you when material information is received and provide the final resolution once the investigation or available evidence establishes what happened.
Please Keep the Packaging
For missing-item, damage, tampering or delivery claims, please keep the parcel, courier bag or box, shipping label and all packaging until the claim has been reviewed.
We Will Keep You Updated
Courier investigations can take time because they may involve multiple hubs, delivery personnel and logistics records. We will communicate material updates received from the courier while the claim is under review.
We appreciate your patience while the courier investigation is completed.
Refund rules
Refunds are capped at the remaining refundable order balance. Shipping, taxes, discounts, and fees may be adjusted based on the approved items and the condition received.
Original payment method
Card, Razorpay, and UPI refunds are sent back through the original payment provider when possible.
Partial refunds
If only part of an order is returned, the refund may include the item amount, eligible tax, and selected fees.
Manual refunds
COD, cash, POS, and manual payments may be handled outside the payment gateway and recorded by the store team.
Inventory review
Refunds and inventory are separate decisions. Items are restocked only after inspection confirms they can be resold.
Return request statuses
These are the typical states you may see as the return moves from request review to refund completion.
Your return request has been submitted for review.
The return is accepted and return instructions are provided.
The returned item is on its way back to the store or vendor.
The returned item has arrived and is waiting for inspection.
The approved refund is being prepared or sent to the payment provider.
The refund has been issued or manually recorded.
Ready to review an order?
Start from your order history if you have an account. If you checked out without signing in, use the tracking page with your order number and checkout email or phone.