Returns & Exchanges

How can I track my return?

In case you are returning the outfit, you will be provided with a tracking id by the delivery company. You can always use that tracking number to track your order.

should I pack the items for return

How should I pack the items for return?

All returns should be packed as per the following instructions:

  • All products should be unworn, unwashed, and unaltered; these products can only be tried on to see if they fit.
  • Pack all the items received with the order i.e. free gifts, tags, labels, or any other accessories. (if applicable).
  • The product must be returned in original and undamaged manufacturer packaging. Do not put tape or stickers on the manufacturer’s box.
  • If RHIZMALL packaging has been damaged, wrap the product in another layer of external packaging like plastic to avoid damage to the parcel during transportation.
  • The product must be in the same condition as received.
  • Once you have packed your items, you can return it through any trackable courier service.

How long is the return process?

How long is the return process?

Once the return request has been initiated, and your item has been picked up or dropped off, it takes 6-10 business days for the return process to be completed.

If you have any further queries please refer to our returns and exchange policy here :

What options can I choose to return my item?

What options can I choose to return my item?

Below mentioned are the two options that you can choose to return your items. You can choose these options once customer care has accepted your request.

  • Drop-off: You can courier your item to our warehouse address provided to you by customer care. We understand that due to certain issues in logistics and delivery sometimes the delivery process can be delayed by delivery companies, but once your return request has been approved you must share the return receipt with customer care service within 24 hours.
  • Pick-up: Our delivery partner will pick your item(s) from your given address within 5 working days.

    Note: Pick-up option is only available for COD orders and only within Pakistan. 

Can I return my Item?

Can I return my item?

Yes, any order delivered is eligible for return as long as it falls in the eligibility criteria defined in the return policy. Eligibility criteria as mentioned in policy are given below:

  1. If your item arrived in defective / damaged or incorrect / incomplete condition, a refund against return will be issued. 
  2. Incorrect product has been delivered.
  3. The product received is incomplete.

How do I return my Order?

How do I return my order?

Returns of any order are entertained only if reported within 48 hours of delivery, with original proof of purchase receipt sent to you via email at the time of purchase. To return any item follow the below given steps:

  • Gather your items & take the picture of those items as proof to share with our customer care team .
  • Locate your receipt that is sent to you via email and contains the original order number. Order Confirmations & Receipts are automatically generated by our system and sent out to the email ID provided by the customer once the customer checks out and completes the order purchase process on our website.
  • Initiate a request for return at RHIZMALL’s website by providing your order details that match with your name, email address, and phone number with your  reason for return and proof of your claim for return such as pictures, videos, etc. 
  • Customer care team will look into your request, and will contact you if it finds your request genuine and eligible for return.
  • Reship it back to us by any courier services if the customer support team agrees with your case.
  • After reviewing the nature of the complaint, we may offer you an exchange or store credit of less or equal value with a validity date of the credit. 
  • In case a return application is approved, it will only be for the price of the article(s), and will not cover the shipping and/or stitching cost.
  • In case your claim for return is rejected by customer care, you’ll be notified within 5 business days.

Do I have to pay for my return?

Do I have to pay for my return?

Yes, in case a return application is approved, RHIZMALL will only refund for the price of the article(s), and will not cover the shipping and/or stitching cost.

If you have any further queries please refer to our returns and exchange policy here :

RHIZMALL Returns policy

What is RHIZMALL returns policy?


Returns of any order are entertained only if reported within 48 hours of delivery, with original proof of purchase receipt sent to you via email at the time of purchase. To return any item follow below given steps:

  1. Gather your items & take the picture of those items as proof to share with our customer care team .
  2. Locate your receipt that is sent to you via email and contains the original order number. Order Confirmations & Receipts are automatically generated by our system and sent out to the email ID provided by the customer once the customer checks out and completes the order purchase process on our website.
  3. Initiate a request for return at RHIZMALL’s website by providing your order details that match with your name, email address, and phone number with your  reason for return and proof of your claim for return such as pictures, videos, etc. 
  4. Customer care team will look into your request, and will contact you if it finds your request genuine and eligible for return.
  5. Reship it back to us by any courier services if the customer support team agrees with your case.
  6. After reviewing the nature of the complaint, we may offer you an exchange or store credit of less or equal value with a validity date of the credit. 
  7. In case a return application is approved, it will only be for the price of the article(s), and will not cover the shipping and/or stitching cost.
  8. In case your claim for return is rejected by customer care, you’ll be notified within 5 business days.

For further detail on return policy please refer to the following link,

What will happen if my return is rejected?

What will happen if my return is rejected?


At RHIZMALL we work for customers, therefore we are encouraged to always contact our customer care in case of any complaint or regarding any return so that they can provide you with consultation if your item falls in eligibility criteria of return or not.

In case your return is rejected after you filed a request of return with customer care, it will be rejected on the basis of clauses mentioned in https://Rhizmall.pk/pages/return-policy. However in case you decide to return the item without consulting the customer or even when a return has been rejected, RHIZMALL holds the right to inspect the return and reject it even after it has been received in the warehouse.

Once your return order is received at the warehouse, our quality team checks the product as per your return reasons. If your return reason is not valid, then your order is returned back to you.

Your return may be rejected due to the following reasons:

  • If your order is missing any component, freebies, etc
  • If your order’s brand packaging or tag is missing or damaged
  • After Quality Check, if your return reason is found to be invalid or mismatched

After final QC, if your return falls into any of the above conditions, the team will contact you to inform you about your return

What is the overseas products return policy?

What is the overseas products return policy?

The following return policy applies to overseas products and supersedes all other terms and conditions of sales on RHIZMALL and the RHIZMALL Return Policy:

Returns for overseas products are only accepted for the reasons listed below:

  • Items are defective or damaged upon delivery.
  • Items are not according to the vendor specification mentioned on the website.
  • Item is wrong: item delivered is not the item you ordered.

Note: Returns for overseas products on any other basis will not be accepted.

What is the time frame in which a return request can be made?

What is the time frame in which a return request can be made?

You can initiate the return request within 48 hours starting from the order delivery date.

If you have any further queries please refer to our returns and exchange policy here :

Replacement & Exchange

What are my options in exchange for the returned item?

What are my options in exchange for the returned item?

For any return item, once the item has been returned and received in our warehouse, you will be provided with following three options:

  1. Store Credit/ Voucher
  2. Exchange
  3. Refund

Will there be a new Estimated Time of Delivery (ETD) for exchange options?

Will there be a new Estimated Time of Delivery (ETD) for exchange options?

Yes, in case you decide to go for exchange option with any other item from the website, a new order will be placed and a new ETD will be provided to you.

  • Can a sale item be exchanged with any other product from the website?

Can a sale item be exchanged with any other product from the website?

Can a sale item be exchanged with any other product from the website?

No, a sale item can’t be exchanged with any other product from the website.

Exchange Policy

  • What is the RHIZMALL exchange policy?

RHIZMALL Exchange Policy

What is the RHIZMALL exchange policy?

At RHIZMALL, we are committed to ensuring the highest level of service. Whilst we hope you are delighted with your order, we do not offer any return of exchange under normal conditions. We only offer Conditional Exchange if you face issues with the product.

RHIZMALL urges you to file for exchange of product if reported within 48 hours of order confirmation/ delivery. To file an application for exchange kindly follow below given steps:

  1. Contact our customer care via WhatsApp number, or Email Id provided on the website.
  2. Share the link of the outfit that you want to exchange your previous outfit with our customer care team.
  3. Confirm your exchange by providing desired size guidelines or customizations.
  4. You will receive exchange confirmation within the next 24 to 48 hours.

What is the time frame in which an exchange request can be made?

What is the time frame in which an exchange request can be made?

Under usual conditions as soon as your return claim is accepted by the agent, you can provide us with your exchange choice. However, in case you have not decided and need more time then you will be provided with time to choose an option for exchange until your return is received in our warehouse. Once return is received, you must be provided with an exchange option within 24 hours.

What will happen if my exchange is rejected?

What will happen if my exchange is rejected?

Usually exchange options chosen by customers are not rejected, however in case your exchange option is rejected it will be based on technical reasons. Such as the unavailability of the outfit you have chosen as an exchange option. 

In such case you will be provided with either store credit or refund, as per your preference.

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