Refund policy
THRIFT WALLET — RETURN, REFUND & EXCHANGE POLICY
Last updated: 6 October 2026
Applies to: all purchases made through our website, social media, WhatsApp or other direct sales channels.
In short: No returns and no refunds for change of mind, fit, style, or anything shown or mentioned in the listing. Only if we made a mistake (we sent a different item from the one you ordered, or the item has a significant defect as defined in Section 4 that was not shown or mentioned), and you report it within 48 hours with a proper unboxing video, we will resolve it after inspecting the returned item. Please read the full terms below before ordering.
1. Nature of Business & Products
Thrift Wallet operates as an independent reseller of pre-owned, thrifted, surplus, and vintage fashion items.
Products sold by Thrift Wallet:
- may be pre-used;
- may show natural ageing;
- may have minor defects;
- may have fading, wear or storage marks; and
- may differ from new retail standards.
All products are sold strictly on an “AS-IS” basis.
Thrift Wallet does not sell new retail stock unless this is clearly stated in the listing.
2. Sizing & Measurement Policy
Every product is listed by its:
✅ actual garment measurements in inches, and
❌ NOT by its tag size (S / M / L / XL, etc.).
Before ordering, please:
- compare the listed measurements with a garment you already own that fits you well;
- do not rely on the brand tag size; and
- do not assume standard retail sizing.
Disputes about measurements do not qualify for an exchange, return or refund.
3. Brands, Trademarks & Authenticity
All items sold by Thrift Wallet are pre-owned, thrifted, surplus or vintage goods sourced in bulk. Thrift Wallet does not authenticate items and makes no claim that any item is original, licensed, or manufactured or authorised by any brand, club, league, team, company or person.
Any names, logos, crests, numbers or artwork visible on an item are part of the item as we received it and are shown only so you can see exactly what you are buying. They do not indicate any affiliation with, sponsorship by, or endorsement from the owners of those marks. All trademarks belong to their respective owners. Prices reflect the condition and second-hand nature of each item, not the value of any brand.
For full details, see our Brand & Intellectual Property Policy.
4. What Counts as a Defect
Every item is pre-owned and one-of-one. The following are normal characteristics of vintage and thrifted clothing, and are not defects, whether or not they are shown in photos:
- Lint, pilling, fuzz or loose threads
- Faint marks, spots or stains smaller than about 1 cm (roughly a fingernail), including on the inside
- Fading, colour variation or sun-bleaching
- Cracking, peeling or fading of prints, numbers, stickers and patches
- Slight stretching, shrinkage or softening of fabric from age and washing
- Missing or cut brand tags, size labels or care labels
- Faint odours from storage (a wash usually removes them)
A significant defect means a hole, tear, broken zip, large stain (bigger than about 1 cm) or damage that affects normal wear, which was not mentioned or visible in the listing.
5. No Returns and No Refunds
Because every item is a single pre-owned piece sold as described, we do not accept returns or give refunds for:
- a change of mind, style preference or unmet expectations;
- fit issues, where the listed measurements were accurate;
- flaws that were mentioned or visible in the listing;
- the normal vintage characteristics listed in Section 4;
- colour differences caused by screens or lighting; or
- delays caused by the courier after dispatch.
6. When We Make a Mistake (Free Resolution)
We take responsibility and fix it at no cost to you only if all the conditions in Section 8 are met and:
- We sent a different item from the one shown in your order confirmation (a different product, or a size or measurement different from the one listed for the item you ordered). An item that simply does not fit you is not a wrong item.
- The item has a significant defect (Section 4) that we did not disclose.
- A listed measurement is off by more than 2 inches.
- The item is clearly a different product from the one in its listing photos.
How we resolve it, in this order:
- Exchange for another item of equal value, chosen by you from available stock. We pay shipping both ways.
- Store credit for the amount you paid for the item, if no suitable exchange is available.
- Refund, only where required by law, after the item has been returned to us and has passed inspection, to your original payment method (or bank account for COD orders) within 7 working days of inspection.
7. Optional Paid Exchange (Not Our Mistake)
If there was no mistake on our part but you would still like to exchange an unused item, we may allow a paid exchange, at our discretion:
- Request within 48 hours of delivery. The item must be unused, unworn, unwashed and unaltered.
- An exchange fee covering return pickup, re-dispatch and handling is payable. The exact amount is confirmed to you before you agree.
- Instead of an exchange, we may offer store credit for the value of the item, minus the delivery cost we have already paid.
8. How to Raise a Claim
- Report within 48 hours of delivery (as shown in the courier tracking) to thriftwallet04@gmail.com or Instagram DM @thrift_wallet_, with your order number.
- Send a continuous, unedited unboxing video that starts with the sealed parcel and shipping label visible and shows the item and the issue clearly, plus clear photos.
- For any exchange, credit or refund, the item must be returned unused, unwashed and in the condition received. We inspect every returned item before completing the resolution.
- Claims may be declined if evidence is incomplete or edited, if the issue does not match the returned item, or if the item has been used, washed or altered.
- Only one claim per order is accepted, and it must list every issue at once.
- The decision on whether an issue qualifies under Section 4 or Section 6 is made by Thrift Wallet after inspecting the returned item and the evidence. Nothing is refunded, exchanged or credited before the item reaches us and passes inspection.
- Items are inspected against our listing photos and records. If the returned item is not the same piece we sent, or has marks, stains, damage, odours or wear that were not present in the unboxing video, the claim is declined and the item is sent back to you at your cost.
- Customers who make false, exaggerated or repeated claims may be refused future orders and COD.
9. Store Credit
- Store credit is issued as a code usable on thriftwallet.in and cannot be exchanged for cash.
- Its validity is stated when issued and is at least 3 months. Credit issued for our mistake is valid for 12 months.
10. Advance Payments for COD Orders
For some orders, Thrift Wallet may ask for an advance payment before dispatch.
Any advance paid towards a COD order is:
• non-refundable;
• non-transferable; and
• non-adjustable.
This applies in every case, including:
• refusal of delivery;
• the customer being unavailable;
• incorrect contact details;
• address issues; and
• return to origin (RTO).
The advance amount depends on the order value, delivery location risk and logistics factors, and is shown to you before you pay it. It covers the courier charges we incur on refused or returned parcels.
11. Prepaid Order Dispatch & Cancellation
Once a prepaid order has been dispatched:
• the order cannot be cancelled;
• the payment cannot be refunded; and
• the payment cannot be reversed.
If you refuse delivery of a prepaid order, no refund will be issued.
12. Customer Contact & Delivery Responsibility
Customers must provide:
• a valid, reachable phone number;
• a complete delivery address;
• the correct PIN code; and
• a valid name.
If the courier cannot complete delivery because:
• calls are not answered;
• the phone is switched off;
• the phone number is wrong;
• the address is incomplete or wrong; or
• the customer is repeatedly unavailable,
the failed delivery will be treated as a Customer-Side Delivery Failure.
13. Return to Origin (RTO) & Re-Shipping Charges
If a shipment is returned to us because of a Customer-Side Delivery Failure, the customer must pay:
• the re-shipping cost;
• the reverse logistics cost; and
• any handling cost, where applicable.
COD orders: to have the order dispatched again, it must be converted to a prepaid order, and the logistics charges must be paid.
Prepaid orders: fresh delivery charges must be paid for the re-shipment.
14. No Refund in RTO Cases
No refund will be issued if a shipment is returned to us because of:
• wrong details;
• no response from the customer;
• refusal of delivery;
• an incomplete address; or
• the customer being unavailable.
15. Proof of Delivery (POD)
If the courier provides valid proof of delivery, such as:
• OTP confirmation;
• a delivery photo;
• a signature; or
• confirmation in the courier's system,
the order will be treated as delivered, and no refund, replacement or compensation will apply.
16. Time Limit for Reporting Delivery Disputes
Please report any delivery dispute:
• ideally within 24 to 72 hours of the delivery update; and
• no later than 7 days.
After this, the courier's investigation window may close.
17. Courier Investigation Timeline
A courier investigation usually takes 3 to 5 working days. This timeline is controlled by the courier company.
18. Customer Response During an Investigation
If Thrift Wallet asks for information and the customer does not respond within 72 hours, the case may be closed due to no response.
If the courier's investigation window expires in the meantime, a resolution may no longer be possible.
19. Order Tracking Responsibility
Customers are responsible for:
• tracking their shipment;
• asking for the tracking ID if needed; and
• keeping an eye on delivery attempts.
Thrift Wallet provides tracking but does not guarantee proactive tracking notifications for every shipment.
20. Evidence Required for Complaints (see also Section 8)
Customers must provide:
• a full, unedited unboxing video;
• photos of the packaging; and
• photos of the product.
All evidence must be clear, continuous, unedited and verifiable.
If the evidence cannot be verified, the claim may be declined.
21. Suspected Editing of Evidence
If submitted photos or videos appear edited, altered or incomplete, the claim may be declined, as we cannot verify the condition of the item at delivery.
22. Complaints About Condition & Appearance
Complaints about:
• colour variation;
• sticker fading;
• wear marks;
• fabric ageing;
• minor defects; or
• disagreement with the condition rating
require full evidence.
23. Grievances
If you are not satisfied with how a claim was handled, contact our Grievance Officer, Vaibhav Jitendra Vyas, at grievances@thriftwallet.in. We acknowledge complaints within 48 hours and resolve them within one month. Nothing in this policy limits any right you have under the Consumer Protection Act, 2019.
24. Good Faith & Cooperation
Thrift Wallet is committed to handling genuine cases fairly. We ask customers to cooperate by providing timely and accurate information.