Refund and Returns Policy

1. Introduction

Overview of the Policy

At Raheel Traders, we value our customers and aim to provide a seamless shopping experience. We understand that sometimes a purchase might not meet your expectations, and we’re here to help. Our Refund and Returns Policy is designed to ensure that you feel confident in your purchases and have clear guidance on how to return or exchange items.

Our goal is to make the return process as simple and hassle-free as possible, ensuring that you are completely satisfied with your purchase. Whether you’ve changed your mind, received a damaged product, or found something wrong with your order, we’ve got you covered.

We strive for transparency, which is why we’ve outlined everything you need to know about returning or exchanging items, including eligibility, time frames, and how refunds are processed.

Time Frame for Returns

We want you to be happy with your purchase, which is why we offer a 7-day return window. This means you have 7 days from the date of delivery to return your item for a refund or exchange.

To make the most of our return policy, please ensure that your items are returned within this 7-day period. After this time frame, unfortunately, we will not be able to accept returns or issue refunds.

2. Eligibility for Returns

Conditions for Return

To be eligible for a return, the following conditions must be met:

  • Unused Condition: The item must be unused and in the same condition that you received it. We ask that products are not worn, washed, or altered in any way before being returned.
  • Original Packaging: The item must be returned in its original packaging. This includes the box, tags, and any accessories or parts that were included when the item was first shipped. This helps ensure the product remains in excellent condition for resale or reuse.
  • Timely Return: As mentioned in our Return Policy Overview, returns must be made within 30 days of delivery to be eligible for a refund or exchange.

Non-Returnable Items

There are certain types of products that are non-returnable for health, safety, or hygiene reasons. These items include:

  • Perishable Goods: Due to their nature, perishable goods such as food, flowers, and plants cannot be returned.
  • Intimate or Sanitary Goods: Items such as underwear, swimwear, mattresses, and similar intimate products are non-returnable for hygiene reasons.
  • Hazardous Materials and Flammable Products: We cannot accept returns on items that contain hazardous materials, or flammable liquids or gases, including certain cleaning products, chemicals, or aerosol cans.

Additional Non-Returnable Items

There are also some products that are not eligible for returns or refunds under any circumstances:

  • Gift Cards: Unfortunately, gift cards are not returnable or refundable.
  • Downloadable Software Products: Any software downloads or digital products are non-returnable once purchased and downloaded.
  • Health and Personal Care Items: For your safety and hygiene, we cannot accept returns on health and personal care items, such as skincare, cosmetics, and personal hygiene products.

3. Return Process

Required Documentation

To help us process your return quickly and accurately, we require that you provide proof of purchase. This can be in the form of:

  1. Receipt: The original receipt or an order confirmation email showing your purchase details.
  2. Proof of Payment: If the receipt is unavailable, any proof of payment, such as a bank or credit card statement showing the transaction, will suffice.
    Please ensure that you have this documentation ready when initiating your return request.

Return Method

Once your return request is approved, you’ll need to follow these steps to return the item:

  1. Return Address: Please do not send your item back to the manufacturer. Instead, use the designated return address provided by our customer service team, which can be found below. We will guide you through this process once your return is approved. Return Address: Shop No 30, Phase 4-B, Ghauri Town, Islamabad.
  2. Packing the Return: Be sure to pack the item securely to prevent damage during return shipping. Items must be returned in original condition with all original packaging, tags, and accessories included. If the product is damaged or missing parts due to improper packaging during return shipping, a refund may not be issued.
  3. Processing the Return: Once we receive the returned item, it will be inspected. We will notify you by email or WhatApp Number you have already provided to us during Checkout.  Whether your return has been approved and whether a refund or exchange will be processed. If your return is approved, we will issue a refund or proceed with your exchange.

4. Partial Refunds

In certain cases, only a partial refund may be granted. This typically happens when the returned item does not meet all the conditions specified in our Return Policy. Below are the circumstances under which partial refunds may apply:

Conditions for Partial Refunds

  1. Books with Obvious Signs of Use: If you are returning a book that shows clear signs of use (e.g., markings, stains, bent pages, or torn covers), only a partial refund will be issued. Books must be returned in a like-new condition to receive a full refund.
  2. Items Not in Original Condition: If the item is returned damaged, missing parts, or in a condition that is not the result of an error on our part (such as a manufacturing defect), you may receive a partial refund. The refund amount will reflect the condition of the returned product. For example, if an item is returned with missing parts or is heavily damaged, the refund will be reduced to account for the loss in value.
  3. Items Returned After the 15-Day Window: We offer a 15-day return policy. If an item is returned more than 15 days after delivery, a partial refund will be granted, or in some cases, no refund will be issued at all. The refund amount will be adjusted based on the time frame, condition of the item, and the reason for the delay.

Refund Amount

In cases where a partial refund is applicable, the amount refunded will be based on the condition of the returned item. For example:

  • Significant Damage: If the item is damaged or shows signs of heavy use, the refund will be adjusted to reflect the reduced value of the item.
  • Missing Parts: If any parts or accessories are missing, the refund will be lower to account for the missing items.


The final decision on whether a full or partial refund is granted will be made after the returned item has been inspected.

5. Refund Process

Refund Approval

Once we receive your returned item, we will conduct an inspection to ensure that it meets all the conditions outlined in our Return Policy. This includes checking the item for:

  • Condition: Ensuring the item is unused, undamaged, and in the original packaging.
  • Completeness: Verifying that all parts, accessories, and documentation are included.
  • Return Time Frame: Confirming that the return falls within the 15-day return window.


After the inspection is completed, we will notify you via email about the approval or rejection of your return. If your return is approved, we will move forward with processing your refund. If your return is rejected due to failure to meet the return conditions (e.g., item is damaged, or returned after 15 days), we will inform you of the reasons why the return was not accepted.

Refund Issuance

Once your return is approved, we will process your refund according to the original method of payment. The refund will be issued to the payment method you used for the purchase, whether it was a credit card, or debit card. The timeframe for processing refunds varies depending on your payment method:

  1. Credit/Debit Card Refunds: Refunds will be processed to your card within 7-10 business days. Please note that the refund may take additional time to appear in your account, depending on your bank’s processing time.
  2. Jazz Cash/ Easy Paisa Refunds: Refunds processed through Jazz Cash/ Easy Paisa Account typically appear in your account within 3-5 business days.
  3. Other Payment Methods: If you paid using another method, the refund will be processed according to the provider’s standard time frame.

 

Please note that the shipping costs are non-refundable, and if you received a free shipping offer, the original shipping cost will be deducted from your refund amount.

Notification of Refund

Once your refund is processed, you will receive a confirmation email or WhatsApp message notifying you of the amount refunded and the method through which it was issued. If there are any issues or delays, please reach out to our customer service team for assistance.

 

6. Late or Missing Refunds

While we strive to process refunds as quickly as possible, sometimes there may be delays. If you haven’t received your refund within the expected timeframe, here are the steps you should follow to resolve the issue:

  1. Check Your Bank Account
    First, check your bank account or payment provider (such as PayPal) for the refunded amount. Refunds can sometimes take a few business days to appear in your account, depending on your bank’s processing time. Ensure that you are looking at the correct account that was used for the purchase.
  2. Contact Your Credit Card Company or Bank: If you still don’t see the refund in your account, the next step is to contact your credit card company or bank. They may have processing delays, or the refund may still be in the process of being posted. Some financial institutions can take longer to reflect the refund, so please allow additional time for this.
  3. Contact Us: If you’ve checked your bank account and contacted your credit card company or bank but still haven’t received your refund after the expected time, please contact us directly at [{email address}]. Provide the following information to help us assist you promptly:
  • Order number
  • Proof of return (if applicable)
  • Details of the issue (e.g., refund not received, partial refund, etc.)


We will investigate the situation and work with you to resolve the issue as quickly as possible. If the refund was successfully processed on our end, we’ll assist in tracking it through your payment provider.

7. Sale Items

While we strive to process refunds as quickly as possible, sometimes there may be delays. If you haven’t received your refund within the expected timeframe, here are the steps you should follow to resolve the issue:

Refund Policy for Sale Items

Our refund policy applies to regular-priced items only. Unfortunately, we are unable to process refunds for items purchased on sale or during promotional events.

This means that:

  • Sale or Discounted Items: Items bought at a reduced price as part of a sale or promotion are considered final sale and are not eligible for a refund.
  • Clearance Items: Products labeled as “clearance” or “last chance” are also non-refundable.


We encourage customers to carefully review sale items before making a purchase to ensure satisfaction, as these items are not eligible for return or refund under our policy.

Exceptions

If a sale item is defective or damaged upon arrival, please contact our customer service team at admin@raheeltrader.com within 7 days of receiving the product. In such cases, we will work with you to resolve the issue, which may include an exchange or store credit, depending on the circumstances.

8. Exchange Policy

Exchange Conditions

We are committed to ensuring the quality of your purchase. Items are eligible for exchange only under the following conditions:

  • The item is found to be defective or damaged upon arrival.
  • The request for an exchange is made within 15 days of delivery.
  • The item is unused, in its original condition, and in the original packaging.


Exchanges are not available for items that do not meet these criteria, including those that are part of a sale or clearance.

Exchange Request Process

If your item qualifies for an exchange, follow these steps:

Contact Us: Send an email to admin@raheeltrader.com with the following details:

  • Your order number.
  • A description of the defect or damage.
  • Photos or videos of the item showing the issue.

Approval Notification: Once we review your request, we will notify you via email if your exchange is approved. If approved, we will provide you with the details for the next steps.

Send the Item: Ship the item you wish to exchange to the provided address: Shop No. 30, Phase 4-B, Ghauri Town, Islamabad.

You are responsible for the shipping costs associated with returning the item.

Processing the Exchange

  • Once we receive your returned item, we will inspect it to confirm the defect or damage.
  • If approved, we will ship the replacement item to you at no additional cost (excluding shipping for the return).
  • Processing times for exchanges may vary, but we aim to resolve them within 7-10 business days after receiving your returned item.

9. Contact Information

If you have any questions or need assistance regarding our Return and Refund Policy, our customer service team is here to help. Please feel free to reach out to us using the details below:


Our customer support team is available during the following hours:

  • Monday to Friday: 9:00 AM – 6:00 PM (local time)
  • Saturday: 10:00 AM – 4:00 PM (local time)


For a quicker response, include the following details in your inquiry:

  • Your order number
  • A brief description of your issue or question
  • Any relevant photos or documents (if applicable)


We strive to respond to all inquiries within 24-48 hours.

If you need help with the return process, refund status, or any policy-related clarification, do not hesitate to get in touch. Your satisfaction is our priority!

10. Policy Updates

We reserve the right to update or modify this Return and Refund Policy at any time to reflect changes in our practices, services, or legal requirements. Any updates to this policy will be posted on this page with the revised date.

We encourage you to review this policy periodically to stay informed about our return and refund procedures. By continuing to use our services after any changes, you accept and agree to the updated policy.

  • Last Updated: November 20, 2024


If you have any questions or concerns about this policy or its updates, please feel free to contact us at admin@raheeltrader.com.

 

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