RIH Return & Refund Policy

RIH Return & Refund Policy
At RIH, we strive to deliver products of the highest quality. We carefully inspect every item prior to dispatch to ensure it meets our standards. If you receive an order that is defective, damaged, incorrect, or incomplete, this policy outlines your rights and the steps required to resolve the issue promptly.
By placing an order on the RIH website, you agree to the terms set forth below.
1. Statutory Notice & Policy Scope
This policy applies to all purchases made directly through the official RIH website operating in Pakistan. Nothing in this policy is intended to limit, exclude, or restrict any mandatory consumer rights guaranteed under applicable Pakistani federal and provincial consumer protection laws.
2. Return Window & Eligibility
Customers may request a return or exchange within seven (7) calendar days from the date of confirmed delivery as recorded by our logistics partner.
To qualify for a return or replacement, the item must meet all of the following conditions:
• The item must be in its original condition.
• The item must not be used, altered, modified, or altered in any way.
• The item must be returned in its original manufacturer packaging, including all inner and outer packaging, boxes, seals, protective covers, tags, manuals, and accessories intact.
• Proof of purchase (such as your RIH order number, invoice, or digital receipt) must be provided.
3. Acceptable Circumstances for Returns
RIH accepts return and exchange requests only under the following verified circumstances:
1. Damaged in Transit: The item or packaging arrives physically damaged or broken.
2. Manufacturing or Quality Defects: The item exhibits an inherent fault or quality defect present upon receipt.
3. Incorrect Item Delivered: The item delivered differs from the item ordered.
4. Incomplete Order: An item or constituent part included in the order description is missing upon delivery.
5. If the customer experiences any skin irritation such as itching, allergic reaction, or skin sensitivity, items may be returned for a full refund in accordance with our return guidelines.
4. Damaged, Defective, or Incorrect Deliveries
If your order arrives damaged, defective, or incorrect, you must report it to RIH Customer Support within 48 hours of delivery.
Required Details for Claims:
To initiate a claim for a damaged, defective, or incorrect item, you must provide:
1. Order Number and customer details.
2. A clear, unedited photograph or short video showing the outer shipping package and shipping label.
3. Clear, unedited photographs or video demonstrating the damage, defect, or incorrect item received.
Upon receiving the required evidence, RIH will review the claim within 2 business days. If verified, RIH will arrange a replacement or refund to the customer.
5. How to Initiate a Return
To request a return or replacement:
1. Contact our Customer Support team via Email at Therihofficial@gmail.com or WhatsApp at +92 336 4467467.
2. State your Order Number, the reason for the return, and attach the required photographic or video evidence.
3. Our team will review your request and issue a Return Authorization along with return instructions if eligible.
4. Do not return any package without prior authorization from our Customer Support Representative.
6. Return Shipping & Handling Costs
• Defects / RIH Errors: If a return is approved due to damage, defect, or an incorrect item shipped by RIH, RIH will cover all return shipping fees or schedule a reverse courier collection.
• Customer Exchanges: Where an exchange is approved outside of product defects, the customer is responsible for bearing the shipping charges associated with returning the item and shipping the replacement.
7. Refund Processing & Payment Methods
Once a return is inspected and approved:
• Prepaid Orders (Debit/Credit Card, Bank Transfer): Refunds will be processed back to the original bank account or payment card used during checkout within 7 to 10 business days.
• Cash on Delivery (COD) Orders: Refunds for COD orders will be transferred via Interbank Funds Transfer (IBFT) or digital wallet (Easypaisa/JazzCash) as agreed upon with the customer within 5 to 7 business days.
8. Order Cancellations & COD Delivery Refusals
Order Cancellation Before Dispatch
You may request to cancel an order at any time before it is dispatched from our facility by contacting Customer Support. If successfully cancelled prior to dispatch, prepaid orders will receive a full refund.
Order Cancellation After Dispatch
Orders cannot be cancelled once handed over to the courier partner. You must receive the parcel and follow the standard return procedure if eligible.
Refused / Unclaimed Deliveries
Refusing a delivery at your doorstep or failing to collect an order from a courier hub without prior authorization creates significant operational expense.
• For COD orders rejected without a valid, documented reason (such as visible external package damage), RIH reserves the right to suspend or restrict Cash on Delivery privileges on future orders associated with that customer account, phone number, or delivery address.
9. Dispute Resolution & Customer Support
If you have questions, concerns, or disputes regarding a return or refund decision, please contact us:
• Email: Therihofficial@gmail.com
• WhatsApp / Call Support: +92 336 4467467
• Operating Hours: Monday – Saturday, 9:00 AM – 6:00 PM (PKT)
Our team aims to resolve all formal claims within 5 to 7 business days of receipt. If an amicable agreement cannot be reached, disputes will be evaluated under applicable consumer laws governed by local statutory consumer protection frameworks.