Refund policy

We’ll Make It Right

At Prelo, secondhand should feel as good as new. Every piece is carefully cleaned, photographed, measured, and described so you know what to expect. If something doesn’t match its listing, we’ll make it right.

Shop Worry-Free ✅

Every purchase is protected. If we’ve made a mistake with your order or missed something in the listing, we’ll take responsibility.

10-Day Return Window ⏳

Contact us within 10 days of delivery if you’d like to request a return.

Simple Returns 🔄

WhatsApp or email us with your order number and photos of the item. We’ll guide you through the process.

Full Refunds 💰

Once your return is received and approved, we’ll initiate your refund. It may take 5–7 business days to reflect in your account.

When Can You Request a Return?

You can request a return if:

  • The item doesn’t match the listing description.

  • The item has undisclosed damage or defects.

  • The measurements differ from those mentioned in the listing.

  • You received the wrong item.

What If I Don’t Like the Item or the Fit?

We understand that sometimes an item may not work out for you, even when it matches its listing. While we do our best to provide accurate photos, descriptions, and measurements, we know that personal preferences and fit can be difficult to judge online.

You can still request a return, but the return shipping will need to be arranged and paid for by you. Once we receive the item and verify its condition, we’ll process your refund.

Please review the product details and measurements carefully before placing your order.

Who Pays for Return Shipping?

If the mistake is on our end: If you receive the wrong item, discover an undisclosed defect, or find that the item differs from its listing, Prelo will arrange and cover the return shipping.

If it’s a change of mind or fit issue: If the item matches its listing but you don’t like it, it doesn’t suit you, or the fit isn’t what you expected, you’ll need to arrange and pay for the return shipping yourself.

When Returns Are Not Accepted

  • Return requests made more than 10 days after delivery.

How It Works

  • Request a return: Contact us within 10 days of delivery.

  • Get in touch: WhatsApp or email us with your order number and photos.

  • Arrange shipping: Prelo will arrange return logistics for listing or fulfilment errors on our end. For preference or fit-related returns, you’ll need to arrange shipping yourself.

  • Receive your refund: Once the returned item is received and the return is approved, your refund will be initiated to your original payment method. Please allow 5–7 business days for it to reflect in your account.

Our Promise

We take care to photograph, measure, and describe every piece accurately. If we get something wrong, we’ll take responsibility and make it right.

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