Last updated: January 1, 2025
1. Return Policy Overview
At Rahbar, your satisfaction is our top priority. We want you to love your new rug, and if for any reason you are not completely satisfied, we offer a straightforward return and refund process.
We accept returns within 30 days from the date of delivery. All returned items must be in their original condition, unwashed, undamaged, and with all tags and packaging intact.
2. Eligible Items for Return
The following items are eligible for return:
- Rugs in unused, unwashed condition with original tags attached
- Rugs that do not match the product description or images on our website
- Rugs received with manufacturing defects or damage
- Incorrect items delivered (wrong product, size, or color)
3. Non-Eligible Items
The following items cannot be returned:
- Rugs that have been washed, used, or show signs of wear
- Rugs with pet damage, stains, or odors
- Custom or personalized orders
- Rugs returned after the 30-day return window
- Items without original packaging or tags
4. How to Initiate a Return
To start a return, follow these steps:
- Step 1: Contact our customer service team at hello@Rahbar.pk or call us at +92 300 123 4567 within 30 days of receiving your order.
- Step 2: Provide your order number, reason for return, and photos of the product (if applicable).
- Step 3: Our team will review your request and send you a return authorization along with the return shipping address.
- Step 4: Pack the rug securely in its original packaging and ship it to the provided address. We recommend using a trackable shipping service.
- Step 5: Once we receive and inspect the returned item, we will process your refund.
5. Refund Process
Once your return is received and inspected, we will notify you of the approval or rejection of your refund via email.
- Approved Refunds: The refund will be processed to your original payment method (JazzCash or EasyPaisa) within 5-7 business days after approval.
- JazzCash Refunds: Refunds will be credited back to the JazzCash account used for the original purchase.
- EasyPaisa Refunds: Refunds will be credited back to the EasyPaisa account used for the original purchase.
Please note that depending on your payment provider, it may take an additional 3-5 business days for the refund to appear in your account.
6. Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately (within 48 hours of delivery) with photos of the damage. We will arrange a replacement or full refund, including covering return shipping costs.
- We will send a replacement at no additional cost, or
- We will issue a full refund including the original shipping charges
7. Wrong Item Delivered
If you receive an item different from what you ordered (wrong product, size, or color), please contact us within 48 hours. We will:
- Arrange for the correct item to be shipped to you at no additional cost
- Cover the return shipping cost for the incorrect item
- Provide a full refund if the correct item is out of stock
8. Exchange Policy
We currently do not offer direct exchanges. If you would like a different product, size, or color, please return the original item for a refund and place a new order for the desired item.
9. Return Shipping Costs
- Rahbar's Responsibility: If the return is due to our error (wrong item, defective product, damage during shipping), we will cover all return shipping costs.
- Customer's Responsibility: If the return is due to a change of mind or personal preference, the customer is responsible for return shipping costs.
10. Sale Items
Items purchased during sales or promotional events are eligible for return under the same conditions as full-price items. Refunds will be issued at the price paid, not the original retail price.
11. Late or Missing Refunds
If you haven't received your refund:
- Check your JazzCash or EasyPaisa account again
- Contact your payment provider as processing times may vary
- Contact us at hello@Rahbar.pk and we will assist you
12. Contact Us
For any return or refund questions, please contact our customer service team:
- Email: hello@Rahbar.pk
- Phone: +92 300 123 4567
- Available: Monday - Saturday, 9:00 AM - 6:00 PM (PKT)