Complaint Handling

Email is the quickest way to reach the team that handles complaints, and it leaves you with a written record. Please put the word “Complaint” in the subject line so that it is routed straight away:

• —Email — raanae980@gmail.com

Every complaint is logged the moment it arrives, however it arrives.

You do not need to use any particular form or wording. Providing complete information helps us review and resolve your complaint more efficiently, so please include what you can of:

• —Your full name, and the email address and contact number the order was placed under.
• —Your order number.
• —The date of the order, and the payment method used.
• —A description of the issue, in your own words, and when it happened.
• —Relevant photographs or videos, where applicable — particularly for a damaged, leaking, incorrect or incomplete delivery.
• —What outcome you are looking for — a replacement, an exchange, a refund, or an explanation.
• —Any other information that may help us investigate the complaint.

Every complaint follows the same four stages, and we will tell you which stage yours is at whenever you ask.

1. 1

   Logged and acknowledged

   Within 2 working days

   We record your complaint in our complaints register with a unique reference number, the date received, and the channel it came through. We then acknowledge it in writing, quoting that reference and naming the person handling it.
2. 2

   Investigated

   Immediately after acknowledgement

   We examine the order record, the payment record, the dispatch and tracking history, and any photographs or videos you have sent. Where the courier or our payment provider needs to be involved, we open the matter with them and tell you that we have done so.
3. 3

   Resolved and answered

   Within 7 working days

   We give you our decision in writing, with the reason for it, and set out what we will do — a replacement, an exchange, a refund, a redelivery, or an explanation of why we do not think we are at fault. Where a refund is due, it is issued in line with our refund policy and reaches you within 7–10 working days of approval.
4. 4

   Extended, where more time is needed

   Outer limit 15 working days

   Some matters require additional time — where investigation, courier verification, product inspection, payment-provider confirmation or other third-party information is needed. Where that happens we tell you before the 7 working days point, explain what we are waiting for, give you a revised date, and update you as it progresses. These cases are reviewed personally by the founder.

Depending on the nature of the complaint, RAANAE may request additional information or evidence. This may include:

• —Order details.
• —Photographs.
• —Videos.
• —Delivery information.
• —Payment information.
• —Product or packaging details.
• —Courier information.

If we need anything further from you, we ask for it in a single request rather than piecemeal. We then review the available information and communicate the outcome, or the next steps, to you.

Tell us. Reply to our decision quoting your complaint reference and say why you disagree, and it will be reviewed again by the founder of RAANAE — someone other than the person who handled it first. We will respond to that review within 7 working days.

If you remain unsatisfied after our internal review, you are free to take the matter further, and we will cooperate with any such process. Depending on the nature of your complaint, you may be able to approach:

• —Your bank or card issuer, if the complaint concerns a payment made by card or through a bank account. They operate their own dispute and chargeback procedures, which have their own time limits — so raise it with them promptly.
• —The payment service provider that processed the transaction, whose details appear on your payment confirmation.
• —The consumer protection authority or council for your province, which handles complaints about goods and services sold to consumers in Pakistan.

On request, we will give you a copy of the record of your complaint and our correspondence about it, to use in any of those processes.

We keep a register of every complaint we receive, recording the reference number, the date received, the customer and order it relates to, the nature of the complaint, the action taken, the date it was closed and the outcome. We review the register regularly to find recurring problems and fix their causes, not just their symptoms.

Complaint records are treated as confidential and handled in line with our Privacy Policy.

Some things are quicker to resolve as an ordinary request. Contact us by email or phone and we will simply deal with them:

• —Correcting a delivery address or phone number before the order is dispatched.
• —Cancelling an order within 24 hours of placing it, or any time before dispatch.
• —A manual bank or wallet receipt that has not been verified within 24 hours.
• —Asking where your parcel is, or requesting your tracking number.