Introduction
At Fastrove, we want every customer to enjoy the fashion items they purchase. However, we understand that sometimes an item may not fit, may not meet expectations, or may arrive with an issue. This Return and Refund Policy explains when returns are accepted, how refunds work, and when returns may not be possible. These rules apply to all purchases made on Fastrove from our third-party sellers.

Return Period and Eligibility
Most fashion items purchased on Fastrove can be returned within 24 hours of delivery. Returns cannot be accepted after this period, although this does not affect your legal rights against the seller. Within the return window, you may return an item if you changed your mind, the size is incorrect, or it arrived damaged, defective, incomplete, used, worn, or not the correct item, colour, or fabric. These conditions apply across all fashion categories unless restricted for hygiene reasons.

Reasons for Return & Applicable Categories

Items That Cannot Be Returned
For hygiene and safety, we’re unable to accept returns unless the wrong item was delivered, the item arrived damaged or defective. Restricted categories include underwear, lingerie, swimwear, bodysuits, socks, hosiery, jewellery worn close to the body, such as earrings, and beauty or personal care items. Items that have been worn, washed, altered, or damaged after delivery are also not eligible for return. We also do not accept returns for customised or personalised items, items missing original tags, or labels, or items showing signs of wear, stains, odours, or damage not present at delivery.

Packaging Requirements
To qualify for a return, items must be sent back in the same condition in which they were delivered. This includes original tags and/or any included accessories such as belts, dust bags, or extra laces. Returned items remain the buyer’s responsibility until they reach Fastrove or the seller, so they must be packaged securely to avoid damage during transit.

No Exchanges
Fastrove does not offer direct exchanges. If you need a different size, colour, or style, you must return the original item and place a new order for the preferred item.

When You’re Eligible for a Refund
Fastrove offers refunds when an order was never shipped, becomes lost in transit, arrives damaged, or is significantly not as described by the vendor. These protections ensure buyers are covered when something goes wrong. Items that do not fit or do not suit the buyer are not covered under the Refunds Policy; however, buyers may still discuss a return directly with the vendor at their discretion.

Claim Submission Timeframe
Buyers must submit a refund claim within 24 hours of receiving a delivery notification, even if the item never arrived. This timeframe allows us to act quickly while the order status is still verifiable. If a buyer does not report an issue within this period, the order will be completed and payment released to the vendor.

How to Report an Issue
If there is a problem with an order, buyers should open the order conversation screen and select “I have an issue.” Once the steps are completed and the claim is submitted, the order is temporarily suspended, and the buyer’s payment is held securely until a resolution is reached.

Refunds for Returned Items
When a return is approved, Fastrove processes refunds according to the agreed upon timelines. Refunds typically include the purchase price of the returned item. If the item was incorrect, defective, or damaged, the delivery fee will also be refunded by the vendor. Refunds are issued to the original payment method unless otherwise stated. Discounts or vouchers used during purchase are proportionally deducted from the refund amount. Buyers are responsible for return shipping costs unless otherwise agreed with the vendor.

Secure Transactions
Fastrove ensures that all transactions are secure. Buyer payments are held safely and are not released to the vendor until the buyer confirms that the order has been received and is satisfactory. All payments are encrypted through our trusted payment partner, ensuring funds are always transferred securely.

What Happens After You Report an Issue
Once an issue is reported, the next steps depend on the nature of the problem. If a parcel never arrives, we investigate with the vendor and shipping provider. If the parcel arrives damaged, we review the evidence and determine the appropriate resolution. For items that are significantly not as described or suspected to be counterfeit, additional details may be requested. Refunds are typically processed within five business days (excluding public holidays) once the issue is resolved.