Refund & Return Policy

This policy explains when and how you can cancel an order, return items and receive a refund on Rabwah Shop. Because Rabwah Shop is a multi-vendor marketplace, the seller who sold the item fulfils it and handles returns, and some conditions may vary by seller. Your mandatory rights under Pakistani or United States consumer law are not affected by this policy.

1. Cancellations

• You may cancel free of charge at any time before the seller dispatches the order. Contact the seller from your order history as soon as possible.
• Sellers must dispatch within 3 days. If an order is not dispatched within 5 days, it is cancelled automatically and any amount paid is refunded in full.
• Once an order has been dispatched, the return process below applies instead of a cancellation.

2. Return eligibility

• You may request a return within 7 days of receiving most physical products.
• Items must be unused, in their original packaging, and in the same condition you received them.
• The following are generally non-returnable unless they arrive damaged or defective: perishable goods, personalised or made-to-order items, digital downloads, and intimate or hygiene products.
• Services are non-refundable once work has begun, unless the service was not delivered as described.
• Items marked "Pickup only" must be inspected at the time of collection; returns after pickup are at the seller's discretion.

3. Damaged, defective or wrong items

If your item arrives damaged, defective, or is not what you ordered, contact the seller within 48 hours of delivery with photos of the item and packaging. The seller arranges a replacement or a full refund, including return shipping. Orders delivered by a Rabwah Delivery rider can also be reported directly to us at contact@rabwah.shop.

4. How to request a return

1. Go to your order history and open the order containing the item.
2. Message the seller through the order and state the reason for the return.
3. The seller responds within 3 business days with return instructions and their return address.
4. Ship the item back using a trackable service and share the tracking number with the seller.

5. Refund timelines and methods

• Once the seller receives and inspects the returned item, the refund is issued within 5 business days.
• Card payments: refunds go back to the original card through Stripe and may take an additional 5–10 business days to appear, depending on your bank.
• Cash on delivery: refunds are paid by bank transfer, RAAST, JazzCash or Easypaisa, as agreed with the seller.
• If the return is due to a seller error, defective or wrong item, you receive the full amount you paid for those items, including the original shipping charge. The marketplace commission does not reduce a buyer refund.
• Customs duties or import taxes paid to a government authority are not refundable by us.

6. Return shipping costs

• If the return is due to a seller error or a defective item, the seller covers return shipping.
• If the return is due to a change of mind, the buyer covers return shipping and the original shipping charge is not refunded.

7. Items that never arrive

If tracking shows no movement, or the parcel is lost in transit, the seller must investigate with the courier and either replace the item or refund you in full. If that does not resolve the issue, escalate it to us and we will review the order, the tracking and the conversation with the seller.

8. Disputes

If you and the seller cannot agree, escalate the case to Rabwah Shop support at contact@rabwah.shop. We review the order details, messages and evidence from both sides and issue a decision. If you are not satisfied, you may still use any remedy available to you under Pakistani consumer protection law or under the consumer law of your US state.

9. Contact

For questions about refunds or returns, message the seller from your order page, or contact us using the details below. Delivery times and duties are covered by our Shipping Policy.

Email: contact@rabwah.shop · Website: rabwah.shop