Return & Refund Policy

Transparent & Fair Returns

At Pass It On, we operate as a multi-vendor marketplace specializing in pre-loved, handmade, and small business goods. Due to the unique nature of our inventory, our return policy is designed to protect both the buyer and the seller.

1. The "Final Sale" Rule

All sales on Pass It On are Final.

  • We do not accept returns or offer refunds for "change of mind."
  • We do not offer refunds for items that do not fit. We strongly encourage buyers to review descriptions and measurements thoroughly before purchasing.

2. Eligibility for Returns

A return or refund will only be considered in the following exceptional circumstances:

  • Misrepresentation: The item received has significant damage, stains, or defects that were not disclosed in the listing photos or description.
  • Counterfeit Goods: The item is proven to be a replica or counterfeit (applicable to branded items).
  • Incorrect Item: You received the wrong item entirely.

3. The Dispute Process

If your order meets the eligibility criteria above, you must follow these steps:

  1. Report the Issue: Contact us at info@passitonuae.com within 48 hours (2 days) of delivery.
  2. Provide Evidence: You must include your order number and clear photos or videos showing the undisclosed damage or proof of misrepresentation.
  3. Mediation: Our team will review the claim and mediate between the buyer and the vendor.
  4. Resolution: If approved, a return will be scheduled. Once the vendor confirms receipt of the item in its original sent condition, a refund will be issued to your original payment method.

4. Shipping Costs for Returns

  • If a return is approved due to vendor error (misrepresentation or wrong item), the vendor will be responsible for the return shipping costs.
  • Original shipping fees paid at the time of purchase are non-refundable.

5. Non-Returnable Items

Under no circumstances can the following be returned:

  • Items reported after the 2-day inspection window.
  • Non-consumable handmade items with slight artisan variations.
  • Items damaged by the buyer after delivery.