At Ello.pk, we want you to shop with confidence. Since we are a multi-vendor marketplace, we have established a standardized return policy to protect both our buyers and sellers.

Please read the policy details below regarding timelines, conditions, and the refund process.

1. The 7-Day Return Window

You have 7 days from the date of delivery to request a return for any eligible item purchased on Ello.pk.

• The countdown begins the exact day the tracking status shows “Delivered.”

• Return requests made after the 7-day period will unfortunately not be accepted.

2. Return Eligibility & Conditions

To qualify for a successful return and refund, the item must be sent back in its original state. Vendors reserve the right to reject returns that do not meet these criteria:

• Unused & Unworn: The item must be in the same condition that you received it.

• Original Packaging: The product must be returned in its original product packaging (box, plastic wraps, etc.).

• Tags & Labels Intact: All brand tags, labels, warranty cards, and accessories must be attached and included.

• No Damage: The item must not have been damaged, altered, or stained after delivery.

3. The Return and Inspection Process

Because Ello.pk is a multi-vendor platform, refunds are strictly dependent on the vendor’s inspection. Here is how the process works:

1. Initiate the Request: Log into your Ello.pk account, go to your orders, and submit a return request within the 7-day window.

2. Ship the Item Back: Once approved for return transit, the item must be shipped back to the specific vendor’s address (provided during the return setup).

3. Seller Inspection (Crucial Step):

   Please Note: A refund will not be issued immediately upon shipping. The refund process only begins after the vendor physically receives the item and thoroughly checks its condition.

4. Approval or Rejection:

   • If the vendor confirms the item is in its original condition, your refund is approved.

   • If the vendor finds the item has been used, damaged, or altered, the return will be rejected, and the item will be sent back to you at your expense.

4. Refund Processing

Once the vendor inspects and approves the return, Ello.pk will process your refund.

• Payment Method: Refunds will typically be credited back to your original payment method (Credit/Debit card, bank transfer, or digital wallet). For Cash on Delivery (COD) orders, refunds are usually processed via bank transfer or Ello.pk wallet credits.

• Timeline: Once approved by the seller, please allow 3 to 7 business days for the funds to reflect in your account, depending on your bank or payment provider.

• Shipping Fees: Original shipping fees are non-refundable unless the return is due to a vendor error (e.g., wrong item sent, defective product).

5. Non-Returnable Items

For hygiene, safety, and customization reasons, certain categories of items cannot be returned under the 7-day policy. These include:

• Innerwear, lingerie, and swimwear

• Perishable goods (e.g., food items, fresh flowers, or groceries)

• Personal care, cosmetics, and beauty products (once the seal is broken or opened)

• Customized, altered, or personalized items made specifically to order

6. Contact Customer Care

If you need more information about our policy or any other information, you may contact our customer care team. We are here to assist you with any questions, tracking issues, or return disputes.

• Email Support: customercare@ello.pk

• Live Chat / Contact Page: https://ello.pk/contact

• Helpline: +92 313 8939993