Return, Exchange & Refund Policy
Last Updated: October 12, 2026
At Raunaq, customer satisfaction is important to us. We want you to have a positive shopping experience. If you receive a damaged, defective, incorrect, or otherwise eligible product, we are here to help.
This policy explains the conditions and procedures for returns, exchanges, and refunds for orders placed through our website within Pakistan.
1. Return Eligibility
Customers may request a return or exchange within 5 calendar days of receiving their order, provided the product meets the eligibility requirements outlined below.
To qualify for a return or exchange:
- The product must be unused, unworn, unwashed, and in its original condition.
- The product must be returned with its original packaging, tags, labels, accessories, and any included items, where applicable.
- The customer must provide the original order number or proof of purchase.
- The return request must be submitted within the applicable return period.
Products that do not meet these conditions may be refused for return, subject to applicable consumer protection laws.
2. Reasons for Return or Exchange
A return or exchange request may be accepted in the following circumstances:
- Damaged product: The product arrives damaged during delivery.
- Defective product: The product has a manufacturing defect or does not function as intended.
- Incorrect product: The customer receives an item different from the one ordered.
- Incorrect size or variant: The customer receives a different size, color, or variant from the one confirmed in the order.
- Other eligible issues: Any additional circumstances covered by our applicable policies or consumer protection laws.
For a change of mind, incorrect selection, or other customer preference, returns or exchanges may be accepted only if permitted by our product-specific policy.
Note: Customer satisfaction is important to us. We want you to have a positive shopping experience.
3. Non-Returnable and Non-Exchangeable Products
Unless a product is defective, damaged, incorrectly supplied, or otherwise covered by applicable law, the following products may not be eligible for return or exchange:
- Personal care, hygiene, and intimate-use products once opened or used.
- Perishable goods and products with a limited shelf life.
- Customized, personalized, or made-to-order products.
- Products explicitly marked as non-returnable before purchase, where legally permitted.
- Products that have been used, washed, altered, or damaged after delivery by the customer.
- Products returned without required accessories or original packaging, where these are essential to the product's resale or safe handling.
These exclusions do not limit any rights customers may have under applicable law.
4. How to Request a Return or Exchange
To request a return or exchange, please follow these steps:
- Contact us: Email or WhatsApp our customer support team within the applicable return period.
- Provide order details: Share your order number, name, contact number, and reason for the request.
- Submit evidence: For damaged, defective, or incorrect items, provide clear photographs or videos showing the issue and packaging, where applicable.
- Wait for approval and instructions: Our team will review the request and explain the next steps, including the approved return method and delivery address.
- Send the product: Pack the item securely and return it using the agreed shipping method.
- Inspection and resolution: Once the returned product is received and inspected, we will notify you of the outcome and the available remedy.
Please do not send products to us without contacting customer support first, as an unauthorized return may delay processing.
5. Exchange Policy
Exchanges are subject to product availability and eligibility.
- Exchanges may be requested for an eligible replacement, such as a different size, color, or variant, where available.
- The returned product must meet the applicable return conditions.
- If the requested replacement is unavailable, we may offer an alternative product, or store credit, as appropriate and subject to applicable law.
- If the replacement product has a higher price, the customer may be required to pay the difference, where applicable.
- If the replacement product has a lower price, any difference due to the customer will be handled through an agreed refund or store credit, subject to applicable law.
We will confirm the exchange arrangements with the customer before dispatching a replacement.
6. Return Shipping Charges
Shipping costs for returns and exchanges are handled as follows:
- Damaged, defective, or incorrect products: We will cover reasonable return shipping costs or arrange an appropriate collection or return method, as applicable.
- Change of mind or customer preference: Return shipping charges may be the customer's responsibility where such returns are permitted by our policy and applicable law.
- Exchange due to customer selection: Shipping charges for sending the replacement may apply.
- Courier-related issues: If a delivery or return issue results from our error, we will work with the customer to arrange a reasonable resolution.
Customers should contact us before shipping any item to confirm the correct return procedure and applicable charges.
7. Refund Policy
Refunds will be considered for eligible returned products, including cases where a suitable replacement is unavailable or a refund is otherwise required or agreed upon.
Once an approved return has been received and inspected, we will notify the customer of the refund decision.
Approved refunds will generally be processed within 15-21 business days after approval, depending on the payment method and relevant payment provider or bank.
Refunds will be handled as follows:
- Prepaid orders: Refunds will generally be issued through the original payment method where possible.
- Cash on Delivery (COD) orders: Refunds will be arranged through a mutually agreed and verifiable method, such as a bank transfer or another available payment method.
- Partial refunds: Where only part of an order is eligible for a refund, the refund will be calculated accordingly.
- Shipping fees: Original shipping charges may be non-refundable for customer-preference returns where legally permitted. Shipping charges related to our error or a defective product will be handled in accordance with applicable law and the circumstances of the case.
The time it takes for funds to appear in a customer's account may vary by bank or payment provider.
8. Order Cancellation
Customers may request cancellation before an order is dispatched.
Once an order has been handed over to the courier, cancellation may no longer be possible. In such cases, the customer should contact us to discuss the available options under this policy.
For prepaid orders, any refund due following an approved cancellation will be processed in accordance with our refund procedures and applicable law.
9. Cash on Delivery (COD) Orders
For COD orders:
- Customers should inspect the parcel externally upon delivery, where possible.
- If the delivered product is damaged, defective, or incorrect, customers should contact us promptly with their order details and supporting evidence.
- Refusing a parcel at the doorstep does not automatically constitute an approved return or refund.
- Approved refunds for COD orders will be arranged using a verifiable payment method agreed upon with the customer.
10. Damaged, Defective, or Incorrect Products
If you receive a damaged, defective, or incorrect product, please contact us as soon as possible, preferably within 48 hours of delivery, and provide your order number and clear supporting photographs or videos.
We will review the matter and, as appropriate, arrange a replacement, repair, refund, or another suitable resolution.
The 48-hour reporting period helps us investigate delivery and product issues promptly. It does not remove or restrict any rights you may have under applicable Pakistani law.
11. Warranty and Product-Specific Conditions
Some products may be covered by a separate manufacturer or seller warranty. Warranty coverage, duration, and claim procedures will depend on the terms communicated for the relevant product.
A warranty does not automatically replace or exclude applicable rights relating to defective or incorrectly supplied goods.
Where a product-specific return, exchange, or warranty condition applies, we will communicate it before purchase wherever required.
12. Policy Abuse and Fraudulent Claims
We reserve the right to investigate suspected fraudulent return requests, altered products, substituted items, or misuse of the return process.
Any decision to refuse a return or exchange will be based on the circumstances, the applicable policy, and relevant legal requirements. Nothing in this section permits us to disregard customers' statutory rights.
13. Contact Us
For return, exchange, or refund requests, please contact us:
Store Name: Raunaq
Email: contact@raunaqofficial.store
Phone/WhatsApp: +92 3204033546, +92 3194640224
Business Address: Fazil Dewan, Kamalia
Please include your order number and a brief explanation of your concern so our team can assist you efficiently.
14. Policy Updates
We may update this policy from time to time to reflect changes in our business practices or applicable requirements. The latest version will be published on our website with its updated date.
Any applicable legal rights will remain unaffected by changes to this policy.
Thank you for shopping with Raunaq. We appreciate your trust and are committed to resolving eligible product issues fairly and transparently.