Refund policy

At Pao Thrift, all our items are preloved and one-of-a-kind. We describe each piece as accurately as possible, the condition and any visible flaws, so you can shop with confidence.

1. Refund Policy

Unfortunately, due to the nature of second-hand clothing and the uniqueness of each item, we cannot offer refunds for change of mind, incorrect size, or any other non-fault reason — unless required under the Consumer Guarantees Act 1993 (CGA).

If your purchase isn’t quite right (but not faulty), you are welcome to return it for store credit equal to the price of the item.

You can always contact us with any questions here:

2. Damages and Issues

Please inspect your order upon arrival and contact us immediately if:

• the item is faulty,

• it arrives damaged, or

• you receive the wrong item.

We will evaluate the issue and follow the requirements of the Consumer Guarantees Act, which may include repair, replacement, or refund depending on the situation.

Faults do not include normal wear, minor imperfections typical of vintage/preloved garments, or damage caused after delivery

3. Incorrect Sizing

Each piece is unique, sizing issues do not qualify as faults.
You may return sizing-related items for store credit, but not for a refund.

4. Sale Items / Mystery Bags / Free Gifts

No returns, exchanges, or refunds on:

• Sale items

• Mystery bags or surprise bundles

• Free promotional gifts

Unless required by the CGA for genuine faults.