At Rotipaani, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we offer a straightforward refund policy under specific conditions. Please read the following guidelines to understand how refunds are handled.

1. Eligibility for Refunds

You are eligible for a refund if:

• Damaged or Defective Products: If you receive items that are damaged or defective, you can request a refund or replacement.
• Incorrect Items: If you receive the wrong product, we will offer a refund or replacement.
• Non-Perishable Goods: Non-perishable items are eligible for a refund if they are returned within the allowed time frame.

2. Non-Refundable Items

The following items are not eligible for refund:

• Perishable Items: Food products, beverages, or any items with a short shelf life.
• Opened Medicines: Due to health and safety regulations, opened pharmaceutical items cannot be refunded.
• Personalized or Customized Products: Items that are specially customized for you cannot be returned or refunded.

3. Timeframe for Refunds

• Refunds or exchanges for eligible products must be requested within 7 days from the date of delivery.
• If a product is returned, it must be unused, in its original packaging, and in the same condition as it was received.

4. Refund Process

To request a refund, please follow these steps:

1. Contact Customer Support: Reach out to our customer service team via email at support@rotipaani.com or through our platform’s support section.
2. Provide Proof: Share your order number, details of the issue, and images of the damaged or incorrect item (if applicable).
3. Return the Product: If necessary, return the product to us within the specified period. We will provide the return instructions.

Once we receive the returned product and verify the issue, we will process your refund within 5-7 business days.

5. Refund Method

• Refunds will be processed through the same payment method used for the purchase. If you paid via credit/debit card or other electronic methods, the refund will be credited back to your account.
• For cash on delivery (COD) payments, refunds will be processed through bank transfer or store credit, as per your preference.

6. Shipping Charges

• Shipping Fees: The initial shipping charges are non-refundable. In cases of damaged or incorrect products, we will bear the return shipping charges.
• Return Shipping Fees: If the product is being returned for reasons other than defect or error on our part, you will be responsible for the return shipping costs.

7. Late or Missing Refunds

If you have not received your refund within the expected time frame:

• Check with your bank or payment provider, as processing times may vary.
• Contact us at support@rotipaani.com if you have not received a refund after 7 business days.

8. Changes to the Refund Policy

We reserve the right to update or modify this refund policy at any time. Changes will be posted on this page, and the new terms will apply to all purchases made after the update.

9. Contact Us

For any questions or concerns regarding refunds, please contact our customer service team:

• Email: support@rotipaani.com
• Address: Kohinoor City, Faisalabad, Pakistan

We are here to help and ensure a smooth shopping experience with Rotipaani. Thank you for choosing us!