If you want to return an item, kindly ensure the following:
- Ensure that your return claim is as per the defined policy.
- Initiate your return through Retail Flag's website only.
- Follow the process and the guidelines mentioned in the relevant section.
- Ensure that your are returning the item packed properly in a secured box. Use packing bubbles or newspaper, if required.
- Take a picture of the item you are returning, and provide it to Retail Flag along with your Return request.
- Ensure that you are returning items, which do not fall under NON-RETURNABLE CATEGORY.
- Ensure that you are returning your item within 30 days of its purchase, provided it meets the return criteria.
Buyers are requested to read any seller specific return policies before placing an order. Seller Specific policies may not always overrule Retail Flag policies, however, there might be some rules or guidelines you need to follow while purchasing from those sellers.
When a buyer files a return, sellers are bound to
respond within 48 Hrs of return request. Failure to meet the deadline, enables
the buyer to file RETAIL FLAG GUARANTY CLAIM
In case you are a customer and the seller aren’t complying with Retail Flag’s return policy, you shall intimate our staff so that a necessary action is taken against the seller. Please note that your payment is protected under Retail Flag Guaranty, and you can file a claim if the order was not fulfilled as per seller's commitment to you. We encourage our customers to read the product details, delivery information, and any other related information before they place an order in the marketplace.
Reasons Accepted for Return
The following reasons are accepted for Returns on Retail Flag:
Product received is different from the product
displayed on Retail Flag.
Product received is damaged or defective.
Product delivery date has already elapsed.
The buyer has changed their mind. In case of Change
of Mind, the buyer must return the product within 48 Hrs after the delivery is
accepted. The regular Return timeline won’t apply on this option. Furthermore,
the buyer will bear the shipping charges, and use a registered third party
courier service so that the shipment can be tracked.
Product Quality not adequate
Product has missing parts/accessories
Product delivered was incorrect
Warranty Items
In case you have purchased an item, which comes under a warranty by the manufacturer, then to claim the warranty, you must directly contact the manufacturer.
Baby Items
Baby items can be returned within 30 days of the
invoice date. You have to ensure that the item is returned in its original
retail packaging and is unused.
While returning the item you have to ensure that you
are returning the entire package with all kind of certificates or documentation
enclosed in the box. You must ensure that all the tags which were part of the
original product are intact, and the products are unopened and unused.
Items without original documents will not be
accepted as returns.
All items must be returned using a traceable shipment method. Similarly, a seller must send the shipment following the same criteria.
Electronic Devices
Seller has to ensure that the device is sealed packed while it is being shipped to the customer. A customer can return the device with the seal intact within 30 days only if the packaging was not opened. If a customer faces an issue with the device and it comes under warranty then the customer must contact the manufacturer directly.
Live Plants
Live plants are nonreturnable.
Pet Food
Pet food is only accepted as a return when it is unopened.
Grocery
Currently grocery items are not eligible for Return, unless buyer faces following issues:
The item received is already opened.
The item received is different from the item
ordered.
The item received is already expired.
Conditions
of Sale
These
conditions govern the sale of products/service to you by Retail Flag. However,
if a certain service has additional terms, those will also be applicable to
you. In case of any contradiction between these two conditions and terms, the
one specified with the relevant service will be affective.
Please read and understand these conditions carefully before placing an order with Retail Flag. By placing an order, you signify your agreement to all these terms and conditions.
1.
OUR CONTRACT
By
placing an order on Retail Flag you offer us to buy the product(s) in your
order. Once you place the order, we will send you a confirmation receipt.
However, the receipt confirmation is only an acknowledgement that we have
received your order and are processing it. The confirmation receipt does not
confirm the acceptance of your order. The offer will only be accepted when we
dispatch your order concluding the contract of sale. You shall receive an email
confirming the dispatch of your order. In case of two separate orders placed by
you, two separate receipts will be sent within our communication to you. Until
and unless we have dispatched the order and sent the confirmation to you, you
may cancel your order anytime. Otherwise, you can follow the guidelines for
RETURN AND REFUND. This order cancellation principle does not apply to digital
or virtual products.
You agree to receive electronic receipts of all your orders sent by us after the successful transaction. Also note that we may sell limited number of products to a single individual, and we may sell increased numbers to wholesale dealers or organization. Retail Flag reserves the right to cancel any order if we feel that the ordered quantity is inappropriate for a single customer, wholesaler and organization.
2.
RIGHT OF CANCELLATION UP TO 30 DAYS, EXCEPTIONS TO CANCELLATION AND OUR
VOLUNTARY RETURNS GUARANTEE
STATUTORY
RIGHT
You can return your order anytime within 30 days from the day your order is delivered at your specified address. You must inform us about your wish to return the order and follow the return/refund guidelines. However, you have to ensure that you submit the proof of Goods Returned. You will not incur any charges or fees whatsoever by doing so if you return the order within 30 days, provided the reason of return confirms that the service/product provided to you was inadequate, faulty, contradicting with our terms, or against the information provided in the details. The return payment channel shall be the same as you used unless you requested otherwise. We reserve the right to hold the payment until we have received the goods or their confirmation that they have been sent back. We reserve the right to refuse your cancellation request if we find:
That
the product/service being returned is falling in a category where this return
policy does not apply such as digital and virtual products.
That
the return grace period i.e. 30 days from the date on which your order was
delivered has passed.
That
the value of good(s) has diminished due to its unnecessary handling at your
end.
That
the product/service falls under the category of such products which cannot be
returned due to their health protection issues or specified otherwise by Retail
Flag.
That
the products being returned have been unsealed whereas they are required to be
sealed such as DVD, CDs or any other product in this regard.
That
the products are not made on specific order by you or fall under personalized
category.
That
the products are subject to rapid expiry.
That
the delivery process has not started already.
That the products fall under Grocery, Live Plants or any other category which is not eligible for return.
OUR
VOLUNTARY RETURNS GUARANTEE
Without
prejudice to your statutory rights, Retail Flag provides you with the following
voluntary returns guarantee:
You can return your products purchased from Retail Flag within 30 days of their receipt provided that the products are in unused and undamaged condition. The products, which are required not to be unsealed in order to qualify for a return/cancellation. If you have received a faulty product you can exercise your right and return it. Furthermore, this guaranty does not apply to digital and virtual products. When you return a product, we refund your purchase price but not the delivery charges. This return guaranty does not affect your statutory right to cancel the order as described above.
3.
PRICING AND AVAILABILITY
All
prices are inclusive of legally applicable taxes and cost at seller end.
The
details regarding prices and availability is regularly updated on our website,
however, in case your order contains a product which is unavailable, we will
inform you as soon as possible and you shall not be charged for such products.
Kindly note, all delivery estimates on the website reflect only unguaranteed calculations. You shall not rely on them totally, as they include third parties and external factors. If there is a mistake at our end about price or availability of any product/service, we shall correct it. We may either contact you to take your consent on the revised conditions or cancel your order.
4.
PRODUCT INFORMATION
By
agreeing to these conditions you also signify your consent to accept that Retail
Flag is not the manufacturer of these products unless specified otherwise. We
ensure that the product information is authentic however product packaging may
contain different or more information regarding the product. In all such cases,
you shall refer to the product manuals and warranty documents before you use
the product.
In case of healthcare products, kindly read the guidelines specified by the manufacturer. Our content is not a substitute for advices given by healthcare professionals and in case of any health concern; you should contact your medical advisor(s). We do not take responsibility for any inaccuracy or misstatement about the product by manufacturers or any other third party.
5.
CUSTOMS
Before placing the order you must ensure that your local custom requirements are met. Any fee or duty charges that apply to your order due to your geographical location shall be borne by you. In addition to Retail Flag policies, local custom laws of the country where you are receiving your order are also applicable.
7.
OUR LIABILITY
Retail Flag will make its paramount effort to ensure that the services provided to you are uninterrupted and without any error. Nevertheless, we may require to troubleshoot, enhance or upgrade our system. For this reason, we reserve the right to suspend or restrict your access to our services from time to time as and when require. However, we commit to you that we shall ensure the minimum frequency of such suspensions and restrictions.
Retail
Flag will not be responsible for:
Any
loss which is not caused by any breach on our part
Any
kind of business loss
Indirect or consequential loss that is unforeseeable to you and us.
Retail
Flag will not be responsible for an error or delay which is caused by anything
which is beyond our rational control. However, you reserve your legal right to
receive services, payments/refunds, products and all other associated services
within a reasonable time provided such services be not beyond our specified
control.
Local
state laws might vary from country to country and all those laws are applicable
to you while you avail our services.
The
laws of some countries do not allow some or all of the limitations described
above. If these laws apply to you, some or all of the above limitations may not
apply to you and you might have additional rights.
Moreover, these conditions do not affect our responsibility to prevent fraudulent representations by us or avoid any loss to a person or property by our negligence or willful misconduct.
8.
APPLICABLE LAW
All local laws as defined by State of Islamic Republic of Pakistan are applicable to you and us. In case any international law has an extra binding on any of the parties, the same law should be implemented and followed.
9.
AMENDMENTS TO THE CONDITIONS OF SALE
Retail Flag reserves the right to alter/change its services, policies, terms and conditions including these Conditions of Use and Service Terms at any time. You will be subject to the regulations applicable at the time you use our service.
10.
WAIVER
Retail Flag reserves the right to take no action for the time being if you breach any of these conditions. We can exercise our right later as and when required.
11.
CHILDREN
Retail Flag sells children’s products to be purchased by adults. If you are not 18 you may use our services with the consent of your parent or guardian only.
12.
OUR CONTACT DETAILS
Retail Flag is maintained and owned by Retail Flag Pvt Ltd, which is registered with the SECP, Pakistan.
For
Retail Flag Pakistan:
Retail
Flag (Pvt Ltd)
House
no 11,
Street
no 11,
Korang
Town
Islamabad
Retail Flag Anti-Counterfeiting Policy
Sellers must offer only authentic products to sale on Retail Flag. Selling counterfeit products may result in suspension of your selling privileges unless you specify at the time of listing the product, and inform the buyer before they make a purchase. A badge “Replica” will be displayed with your listing, in case you are selling a replica.
All sellers must adhere to the following policy as sale of
counterfeit products is strictly prohibited.
Retail Flag reserves the right to withhold the funds and remove/destroy inventory in case of suspension of your selling privileges due to inauthentic product listing.
Sellers and suppliers are solely responsible to source authentic products. Sale of replicas is only allowed, if the seller chooses the right option at the time of uploading the listing. Retail Flag will display a badge “Replica” with the product listing, so that the buyer can make an informed decision.
Retail Flag reserves the right to suspend your selling privileges, destroy your inventory in the database OR in our warehouse at your own expense in case we find that you are selling inauthentic products as branded products. Additionally, we will not disburse your funds unless we are certain that our customers have received authentic products as per their order. We may also withhold your payments in case we determine that you were using our services to commit fraudulent activities OR engage/promote any other illegal activity.
Our team is continuously working to prevent the sale of replica
products to our customers without prior notice. We regularly collaborate,
coordinate and work with our sellers, vendors, right holders, manufacturers,
and any other stake holders to ensure that these guidelines and polices are met
at all times.
As part of this process, we may remove the listings at our own
discretion based on our review and analysis. We also work and collaborate with
right holders and law enforcement in country of our operations to support and
take action against sellers who violate this policy knowingly and try to harm
our customers and our reputation. Sellers may face criminal fines, imprisonment
and civil penalties, lawyer fees, statutory or other damages, damage claims by
the rights holders or any other penalties and punishment as stated by the
local/international law.
We
support the purchase of products sold in our marketplace with our Retail Flag
Guaranty, and we encourage rights owners to notify us in case of any concern
regarding product authenticity.