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Returns & refunds
What you can send back, how to do it, and when you get your money back. Buying an outfit and renting one work differently, so this page covers both, plus cancellations and your security deposit.
The short version
Everything below is done from your order page. That keeps a timestamped record of each step, which is what any disagreement is later decided on.
2 days to report a problem
Bought an outfit that is not as described, arrived damaged, is the wrong item or never arrived? Raise it within 2 days of delivery. Purchases cannot be returned for a change of mind, or because it does not fit when the listing was accurate.
Film the unboxing
Start recording before you break the tape and open the parcel on camera in one take. That video is what a claim is decided on, so keep it until the order is finished.
Cancel free before it ships
Cancel any order before the seller marks it ready to ship and you are refunded in full. There is no cancellation fee.
Rentals come back by design
A rental is a booking for your dates, so the fee is not refundable once you have the outfit. Your security deposit comes back after the seller’s inspection.
One policy for every seller
These rules apply to every order on RentNShine, whichever seller you buy or rent from. Sellers cannot set their own return terms.
Refunds by bank transfer
You pay by bank transfer and refunds go back the same way. Each refund is recorded against your order with its transfer reference.
Returning a purchase
If a purchase is not as described, damaged in transit or the wrong item, you have 2 days from delivery to raise it. Here is how a return runs from request to refund.
- 01
Film the parcel before you open it
Start recording before you touch the tape. Show the courier label and all four sides of the sealed parcel, then open it on camera in one take, with no cuts. Take the outfit out, unfold it, and go slowly over the embroidery, the hem, the fastenings and every piece listed with it. Then photograph anything that is wrong.
Without a video that starts with the parcel still sealed, it is hard to show a problem was there on arrival. If the parcel never arrived, or tracking says delivered when it was not, report a delivery problem from your order page within 2 days instead of confirming delivery. That pauses the order while our team looks into it.
- 02
Raise it within 2 days of delivery
Confirm delivery on your order page, then choose Request a return. Pick what is wrong (not as described, damaged in transit, wrong item, or something else), describe it and add at least one photo. Send your unboxing video in the order chat at the same time. The 2 days (48 hours) run from when the order is marked delivered.
Do not accept the order while you are still deciding. Accepting completes the sale and pays the seller, and you cannot request a return afterwards. If you do nothing, the order completes on its own when the 48 hours end.
- 03
The seller reviews your request
The seller approves the return or rejects it with a written reason. If they reject it, you choose: accept their decision and keep the outfit, or escalate it to RentNShine.
If you escalate, we review both sides and the evidence on the order and decide. The decision is final and binding, and it can be a full refund, a partial refund, or none.
- 04
Send it back by courier
Once the return is approved, send the outfit back by courier, at your own cost, and add the courier and tracking number to the order the same day. Pack every piece that came with it, in the packaging it arrived in where you can.
- 05
The seller confirms what came back
The seller checks the outfit against how it was sent. If it came back as sent, your refund is raised straight away. If the seller says it did not, the case comes to RentNShine, and we decide on the photos and tracking from both sides.
- 06
Your refund is paid
We send the refund by bank transfer and record the transfer reference against your order.
Keeping your claim valid
Once a return is approved, the seller checks the outfit against how it left them. If it comes back as it was sent, the refund follows. These are the things that decide it.
Do this
- Send it back unworn. Trying it on at home is fine.
- Include every piece that came with it, plus any accessories, tags and dust bag.
- Photograph the outfit and the packed parcel before it leaves you.
- Use a courier with tracking, and add the tracking number to the order.
- Keep every message about the return in RentNShine chat.
Avoid this
- Wearing it to an event, or wearing it long enough to mark or crease it.
- Altering, stitching or fitting it, or having a tailor take it in.
- Washing, dry-cleaning or perfuming it.
- Keeping part of a set and returning the rest.
- Arranging the return by message or off-platform instead of on the order.
What you get back, and when
Your money is held against the order, not passed straight to the seller, which is what makes these refunds possible. Every refund is paid by bank transfer.
Purchase returned and accepted
Everything you paid for the order, including any delivery charge. The cost of the return courier is not refunded.
Return decided by RentNShine
What we decide after reviewing both sides: a full refund, a partial refund, or none. The decision is final and binding.
You cancel before it ships
Everything you paid, including the security deposit on a rental. No cancellation fee.
The seller declines or cancels
Everything you paid. The same applies if the seller does not respond to your order in time, or misses the deadline to hand it to the courier, and the system cancels it.
A rental completes
Your security deposit, minus any late fee and any damage amount agreed or decided in a claim. A deduction can never be more than the deposit.
You paid too much, or paid a cancelled order
Anything you paid over the order total, or paid towards an order that had already been cancelled, is refunded to you.
Rentals and your security deposit
A rental always goes back to the seller, so it is not returned for a refund the way a purchase is. What protects you is checking it on arrival and the rules around your deposit.
Check it before you confirm
Film the parcel being opened, starting while it is still sealed, so you have proof of how the outfit arrived. For a courier delivery, if the outfit is wrong, damaged or not as described, report a delivery problem from the order page instead of confirming delivery. That pauses the order, so nothing confirms itself while our team works it out with the seller.
Collecting in person
Check the outfit before you give the seller your handover code. Entering the code confirms you received it as it is. If something is wrong, do not hand over the code. Contact us instead.
Return it by the due date
Mark the return on your order page and send the outfit back the way it came, with tracking if it goes by courier. Your return due date is on your order.
Late returns
Each day late is charged at the rental’s daily late fee: the rate set by the seller, or by default one fifth of the 5-day rental price. It is fixed onto your order when you book and taken from your deposit.
The deposit inspection
The seller has 48 hours from receiving the outfit to inspect it. If they find nothing, or do nothing, your deposit is released. Anything they want to keep must go through a damage claim with evidence.
Damage claims
You can accept a claim, offer a different amount, or ask RentNShine to decide. Ordinary wear from one wearing is not damage. A claim can never take more than the deposit.
How to pack and send a rental back is covered step by step in Shipping & Delivery.
Cancelling an order
The same rules apply to rentals and purchases. What decides it is how far the order has got.
- 01
Before your payment is confirmed
Cancel from your order page at any time. If payment is not completed in time, the order is cancelled automatically and the dates are released. If you had already sent money, it is refunded.
- 02
After payment, until the seller marks it ready to ship
You can still cancel, and you get back everything you paid, with no fee. The seller can also decline or cancel in this stage, and you are refunded in full.
- 03
Once it is ready to ship
The order is locked, and neither you nor the seller can cancel it. Only RentNShine can, for example if the seller misses the deadline to hand it to the courier, and you are refunded in full when that happens.
Returns and refund questions
Can I return something I bought because I changed my mind?
No. On RentNShine you buy from individual sellers, not from a shop, so a purchase can only go back when something is wrong with it: not as described, damaged in transit, the wrong item, or it never arrived. This is the same rule most peer-to-peer resale marketplaces use. Ask the seller any questions in chat before you buy.
What if it does not fit?
If the outfit’s measurements differ from the measurements on the listing, that is “not as described” and you can claim within 2 days, with photos of the measuring tape against the outfit. If the listing was accurate and it simply does not fit you, it cannot be returned, so compare the listed measurements with your own before you buy.
Do I really need an unboxing video?
It is not compulsory, but it is the strongest evidence you can have. A video that starts with the parcel still sealed and shows it being opened in one take proves the problem was there when it arrived. Without one, a claim comes down to photos and both sides’ word. Send it in the order chat as soon as you raise a problem.
Who pays for return shipping?
You book and pay for the return courier. Your refund covers what you paid for the order, but not the cost of sending it back.
How do I get my refund, and how long does it take?
Refunds are paid by bank transfer. A refund becomes due when the seller confirms your return, when an order is cancelled, or when a dispute is decided in your favour. Our team then sends the transfer and records its reference on your order. If you are waiting on one, contact us with your order number.
What if the seller does not answer my return request?
Contact us with your order number. Your request stays open and on record. Nothing completes your order behind your back while it is waiting.
I accepted the order by mistake. Can I still return it?
Not through the order, because accepting completes the sale and pays the seller. If the outfit is not what was described, contact us with photographs as soon as you can.
What happens if I miss the 2 days?
The order completes automatically, exactly as if you had accepted it, and the return option closes.
Can I return a rental early and get part of the fee back?
No. The rental fee pays for the dates you booked, which the seller kept free for you. You are welcome to send it back early. Your deposit is released after the inspection as usual.
I used a discount code. What do I get back?
What you actually paid. A refund is based on the money received for the order, so the discount is not paid out.
Do sellers have their own return policies?
No. This policy applies to every order on RentNShine. Sellers cannot opt out of it or add their own terms. A seller can reject a return request, but you can always escalate a rejection to us.
Does this policy apply outside Pakistan?
RentNShine sells and delivers within Pakistan only, so this policy covers orders delivered within Pakistan.
When you and the other person cannot agree, the dispute process explains how a case works and what we can decide. See also Shipping & Delivery and our terms and conditions.
Last updated: October 2026
Need help with a return?
Start from your order page so every step is on record, or reach our team at info@rentnshine.com.