Refund policy

At RB Mitti Store, every product is handmade and carefully inspected before it leaves our workshop — but we understand that issues can occasionally happen during delivery. Here's how we handle them:

1. First Attempt — Damage or Breakage

If an item is found broken or damaged upon delivery, and the customer reports it immediately with clear evidence (photos/videos of the damaged item and packaging), we will offer a free replacement or a full-value store credit, based on availability. No additional delivery charges will apply in this case.

2. Repeated Damage — Second Attempt

If a replacement is sent and the item is damaged again upon the second delivery attempt, we will first offer a store credit as the preferred resolution. If the customer is not satisfied, a refund may be offered as an exception, reviewed on a case-by-case basis.

3. Product-Specific Coverage

Since our products are handmade from natural clay, marble, and wood, coverage varies slightly by product type:

• Clay Handi & Cookware: Covered only for damage or breakage that occurs during delivery (see Section 1 above). As natural clay cookware used for cooking, we do not offer a general usage guarantee beyond the delivery damage policy, since normal wear, heat exposure, and handling during use are outside our control.
• Water Coolers: In addition to delivery damage coverage, all water coolers carry a leakage guarantee. If your water cooler develops a leak under normal use within 7 days of delivery, we will offer a free replacement or repair, provided the issue is reported with photo/video evidence.
• All other products (drinkware, dinner sets, marble tools, wooden tools, kids collection) follow the standard delivery damage policy outlined in Sections 1 and 2 above.

4. Shipping & Delivery Timeline

Standard delivery takes 5 to 7 working days across Pakistan. A flat delivery fee of Rs. 199 applies to all orders, with free delivery on orders above Rs. 3,000.

5. Important Notes

• All damage or leakage claims must be reported within 24 hours of delivery (or within 7 days for water cooler leakage issues), with clear photo or video evidence.
• Customers are strongly encouraged to inspect their parcel at the time of delivery, before making payment to the rider.
• This policy covers items damaged during delivery, and leakage issues on water coolers under normal use. It does not cover damage caused by mishandling, misuse, or normal wear from cooking/heat exposure.
• RB Mitti Store reserves the right to review each claim individually before approving a replacement, credit, or refund.

For any replacement or refund requests, contact us at rbmittistore@gmail.com or WhatsApp +92 3368145851 with your order number and evidence.