Riwaayat: Refund and Returns Policy
At Riwaayat, we are committed to the quality of our preservative-free products, which include items like nuts, seeds, honey, and granola. Due to the consumable nature of our inventory, our policy focuses strictly on issues of quality, damage, or shipping errors.
1. Essential Storage Note
Important: As our products are preservative-free, proper handling and storage are required to maintain quality. Please store all items in a cool, dry place. Failure to adhere to suggested storage may affect claim eligibility.
2. Eligibility for Refund or Replacement
We accept requests for a refund or replacement only under the following verifiable conditions:
- Damaged Product: Item arrived physically damaged or compromised during shipping (e.g., broken jar, broken seal).
- Incorrect Product: You received an item different from what was listed on your order confirmation.
- Quality Issue: The product is demonstrably unfit for consumption (e.g., mold, rancidity, foreign material).
We do not accept returns or issue refunds for items that have been opened, partially consumed, or if the customer has simply changed their mind, given the perishable nature of our goods.
3. Claim Timeframe
To ensure swift resolution, all claims regarding damage, incorrect items, or quality issues must be reported within 48 hours of order delivery. Requests submitted after this window may not be eligible for review.
4. How to Initiate a Claim
To process your request efficiently, please adhere strictly to these steps:
- Contact Us Immediately: Reach our customer service team via:
- Phone: +92 323 2422168
- Email: info@riwaayat.net
- Online Portal: riwaayat.net
- Provide Evidence: You must supply clear photographic or video evidence demonstrating:
- The damaged or incorrect item itself.
- The complete original packaging, including the shipping label and the condition of the outer box.
- The batch number or expiry date visible on the product packaging.
- Await Review: Our team will assess the evidence and notify you of the approval or rejection of your claim.
5. Resolution (Refunds & Replacements)
Upon claim approval, we will provide one of the following resolutions:
- Replacement: We will dispatch a replacement of the original item at no extra cost.
- Refund: A full refund will be credited back to your original method of payment.
6. Return Process (When Necessary)
A physical return is rarely required (usually only for non-consumable goods or significant shipping errors). If a return is necessary:
- We will provide specific instructions on where and how to send the product back.
- The item must be returned in its original packaging, whenever possible.
- Return shipping costs will be covered by Riwaayat if the error was on our part (damage or incorrect item sent).
7. Policy Exceptions
Riwaayat reserves the right to deny a refund or return if:
- The customer fails to follow the notification procedures outlined above.
- Evidence suggests the damage occurred after successful delivery and acceptance.
- The item was purchased from an unauthorized third-party reseller.
At Riwaayat, we are committed to ensuring the quality of our products and the satisfaction of our customers. Given that our products are primarily consumable items (nuts, seeds, honey, granola, etc.), our policy is designed to address issues of quality, damage, and incorrect shipments.
1. Eligibility for Return or Refund
You may be eligible for a return or refund under the following conditions:
- Damaged Product: The item arrived damaged or compromised due to shipping (e.g., jar broken, seal compromised).
- Incorrect Product: You received a product that is different from what you ordered.
- Quality Issue: The product is found to be unfit for consumption due to verifiable quality issues (e.g., rancidity, mold, foreign material).
In all other cases, particularly due to the perishable and consumable nature of our products, we do not accept returns or offer refunds for items that have been opened, partially consumed, or where the customer simply changes their mind.
2. Timeframe for Request
To be eligible for a refund or replacement, you must notify us of the issue within 48 hours of receiving your order.
- Requests made after this period may not be eligible for review.
3. How to Initiate a Return or Refund
To process your request efficiently, please follow these steps:
- Contact Us: Immediately contact our customer service team via:
- Phone: +92 323 2422168
- Email: info@riwaayat.net
- Online: riwaayat.net
- Provide Proof: You must provide clear photographic or video evidence of the following:
- The damaged or incorrect item.
- The packaging (including the shipping label and condition of the outer box).
- The batch number or expiry date on the product packaging.
- Await Confirmation: Our team will review the evidence and notify you whether your claim has been approved or rejected.
4. Return Process (Where Applicable)
If a physical return is required (usually only for non-consumable goods or incorrect shipments):
- We will provide you with instructions on how and where to send the product back.
- The product must be returned in the original packaging, where possible.
- We will cover the return shipping costs if the return is due to our error (damage, incorrect item).
5. Refunds and Replacements
Upon approval of your claim, we will process one of the following:
- Replacement: We will ship a replacement of the original item at no additional cost.
- Refund: A refund will be issued to your original method of payment.
6. Exceptions
We reserve the right to refuse a refund or return if:
- The customer failed to follow the proper notification procedures.
- The damage was clearly caused by the customer after delivery.
- The item was purchased from an unauthorized third-party seller.
