Shipping & refund policy

LOCAL ORDERS

R1 Agency offers free shipping on orders above Rs 2000/ all over Pakistan. Upon placing an order, you will receive a verification call or SMS from our Customer Service Associate to ensure order accuracy. Once your order has been confirmed, it will be sent to our warehouse for shipment. Please note, that credit card payment processing can take up to 3 business days, depending on the accuracy of the information provided. If the item(s) in “Cash on Delivery” order are out of stock in our warehouse, then we will only ship the available article (s) and if the item(s) in “ (credit card)” order are out of stock in our warehouse, then we will take your advice for the replacement product (s). You will be informed via phone or email in case a shipment is delayed due to any given reason. Your order should be delivered within 2- 4 business days via TCS or Call Courier – Please do not accept the shipment (s) in any flyer other than R1 Agency.

INTERNATIONAL ORDERS

International shipping rates are calculated based on the destination and the weight of your shipment. Also, please ensure to check the DUTY charges (if any) of your shipment as the duty charges will be payable to the courier company at the time of the delivery. Estimate your shipping and duty charges by simply adding items to the shopping cart. Your order is reviewed to ensure that the order is accurate, the payment method is valid, and you are authorized to use the selected payment method. Once your order has been approved and authorized by credit card processors, it is sent to our warehouse for shipment. Please note, credit card processing can take up to 3 business days depending on the accuracy of the information given to us by you. If the item(s) on your order are in-stock, they will be shipped as soon as possible from our warehouse. Once you get your order confirmation email, you can track your order from www.dhl.com. If the item(s) on your order are out of stock, then we will take your advice for the replacement product (s). You will be informed via email in case the shipments get delayed due to any given reason. Delivery time is based on the amount of time it takes to get payment authorization, order processing, custom delays and the transit time from DHL. Estimated delivery time ranges from 5-7 working days for in-stock items. Please note that customs duties and clearance charges must be fulfilled by the customer. Kindly do not accept the shipment (s) in any carton or flyer other than R1 Agency or DHL.

Customs, Duties and Taxes

Taxes and duties might apply to all international orders.

  • In every country, ‘taxes and fees are determined by various aspects, including location, material, item cost, etc. Please note that customs procedures differ widely from country to country and the brand does not regulate these charges. Hence, it cannot be stated by us what they might be.
  • R1 Agency does not charge/calculate ‘Taxes or Duties’ on its own. The tax amount/percentage (if any) appearing at checkout depends on the country, the order is being placed from and varies from state to state.
  • The customer shall be responsible for any sort of legal duties, imports, or collection costs.
  • It is mandatory for us, as per the policies of customs authorities, to mention the amount of your order directly on your package(s).
  • Remaining charges /dues (if any) shall be collected at the time of delivery of the order.
  • All supplementary charges (if any) must be cleared by the customer, as per the policies of custom authorities.
  • Saudi Arabian consignees should have a valid commercial registration with Saudi Customs for easy clearance and delivery of shipments.
  • If a consignee does not have a valid commercial registration, the package will return back to its origin without any warning.

Refund Policy

  • Refund process follows a procedure. The product returned will be inspected and further analyzed if it can be refunded or not. On Average it will take 2 working days from the time we will receive returned product.
  • A customer will be informed via email or on phone that inspection of the product is completed.
  • You can reach us through email: sales@r1agency.com to know if product is valid to be refunded or not. If product is valid to be refunded then only the procedure will begin.
  • If the product does not validate to be refunded then you will receive a call from our customer service team to explain that why this product particularly cannot be refunded and they will guide you through.
  • Note that we will make several attempts to return the product to you. However, passed 2 return attempts, we will cancel the return procedure and we will keep the product with us for a maximum of 60 days.
  • Refunded amount will be same as paid by customer, irrespective of sales and promotion price variations, delivery/pick-up charges will be borne by the customer in case of refund. For example, if on sale one item is for PKR 1000 which is originally for PKR 1500, then only PKR 1000 will be refunded less delivery/pick-up charges (if any).

Conditions Applied:

  • The product can be refunded if it remains undamaged and unopened.
  • Refund must be placed within a time period of 5 days of purchase.
  • Amount will be refunded within a time period mentioned below, till then our customer service department will verify order information.

FAQs

1. How long does it take to refund?

Ans: It will take 10 working days to refund.

2. How do I know if my product can be refunded or not?

Ans: You can reach us through email: sales@r1agency.com to know if product is valid to be refunded or not. If product is valid to be refunded then only the procedure will begin.

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