At RAF Holding Pvt. Ltd., we prioritize customer satisfaction and aim to provide a hassle-free return process. This Merchant Return Policy outlines the terms and conditions under which returns, exchanges, and refunds can be requested. By purchasing products or services from RAF Holding Pvt. Ltd., you agree to the following return policy:
1. Eligibility for Returns
- Physical Products: Items can be returned within 30 days of purchase if they are in their original condition, unused, and in the original packaging.
- Digital Products: Due to the nature of digital goods, returns are not accepted unless the product is faulty or does not match the description.
- Customized Products: Customized or personalized products are non-returnable unless a defect or error was made by our team during production.
2. Return Conditions
- Proof of Purchase: A valid proof of purchase (invoice or receipt) is required to initiate any return or refund request.
- Condition of Goods: Items must be in their original, unused condition with all tags and labels intact.
- Time Limit: All return requests must be made within the return window (typically 30 days from delivery for physical goods). For defective products, the time limit for reporting issues is 7 days from receipt.
3. Return Process
- Step 1: Contact our customer service team at support@rafholding.com to request a return authorization.
- Step 2: Pack the item securely in its original packaging and include any necessary documentation (e.g., proof of purchase).
- Step 3: Ship the item to the address provided by our customer service team. Please note that customers are responsible for return shipping fees unless the return is due to our error (wrong or defective item).
4. Refund Policy
- Refund Approval: Once we receive and inspect the returned item, we will notify you about the approval or rejection of your refund.
- Refund Methods: Refunds will be processed through the original payment method (e.g., credit card, PayPal, or bank transfer). Please allow 5-10 business days for the refund to be processed.
- Non-Refundable Items: Shipping costs, handling fees, and any applicable taxes are non-refundable unless the return is due to an error on our part.
5. Exchanges
- If you need to exchange a product for a different size or color, please contact us at support@rafholding.com. Exchanges are subject to availability, and any additional shipping fees will apply.
6. Non-Returnable Items
- Certain items cannot be returned, including:
- Digital downloads or software tools.
- Customized or personalized products.
- Perishable goods.
- Gift cards.
7. Defective or Damaged Items
- If you receive a defective or damaged product, please notify us immediately within 7 days of receiving the item. We will arrange for a replacement or full refund, including shipping costs for the defective item.
8. International Returns
- For customers outside of our local shipping areas, international returns may be subject to additional shipping and customs fees. Please contact our customer support team for further instructions.
9. Cancellation of Orders
- Orders can only be canceled before shipment. Once an item has been shipped, the order cannot be canceled, but the return process can be initiated.
10. Contact Information
For any questions regarding this return policy or for assistance with returns and refunds, please contact us at:
RAF Holding Pvt. Ltd. strives to ensure all customers have a smooth shopping experience. Your satisfaction is our top priority, and we are committed to resolving any issues you encounter with your purchases.
