Return & Exchange
What is Reason Exchange Policy?
At Reason, we only ship original, brand-new products after rigorous quality control checks. However, if you found any product defective, missing parts, or is not what you ordered, we extend a 7-day exchange policy on storewide items including home and kitchen appliances, mobile accessories, and personal care products.
Before requesting an exchange, make sure the item complies with our following exchange conditions:
- It must be in its original condition, not used, washed, or misplaced
- Item must include all packaging material and accessories as received. This includes the original receipt, any certificates, manuals, warranty cards, stickers or tags, etc.
- If the item has a manufacturing defect and/or it was damaged during delivery, you can request a replacement (see Replacement Guidelines).
- Item must not be purchased as part of a promotion. Under their warranty claims, such parts can only be replaced (components only).
What is the Reason Return Policy?
If you are not satisfied with the product delivered to your doorstep, you can request a return. Note that you must request a return within 7 days of receiving your product. Furthermore, the item must comply with our return conditions to be accepted for a return.
Item Return Conditions:
- The item must be purchased via www.reason.pk. If the item has been purchased from a retail outlet or another partner online store, the customer will have to return it via their supplier’s established return channel.
- Item must be in its original condition (not used) and must include all packaging material and accessories as received. This includes the original receipt, any certificates, manuals, warranty cards, stickers or tags, etc.
- Item must not be purchased as part of a promotion. Such items can only be replaced (components only) under their warranty claims.
- Items with operational/performance issues cannot be returned if brought into use but as per company policy, the customer might be able to claim their warranty for component replacement
Take your warranty card to our service center for claim and repair. For further information, contact our helpline, (042)-38107401 OR (042) 111-258-378
How Can I Request a Return?
- To initiate a return pick-up, the customer must call our customer service at (042)-38107401 first.
- Submit a pick-up request by stating the invoice and delivery tracking code along with the item batch number (as stated on the invoice).
- The item will be collected and sent to the head office for inspection.
- If the item complies with our return policy, the complete refund will be paid to an associated bank account.
Note: The customer will have to bear all the delivery and courier charges. The refund amount will not cover the previous delivery charges.
How Long Does It Take to Approve a Return?
The quality assurance team at Reason clears a product within 4 working days. Once completed, the customer is sent an email with the results of the verification.
In case your return is not verified, you will receive an email detailing the reasons for the verification failure, and the product will be repacked and delivered back to you. If the reason for the return was product performance, then the customer can alternatively claim a product warranty (for component replacement).
Note: Our team will attempt to deliver the item to your doorstep a maximum of two times. In case of ignorance, the customer will have to collect the item from the head office.
When Will I Get My Money Back?
If the product is purchased via cash on delivery, Reason.pk will require 7 days to transfer the refund to an associated bank account (submitted by the customer) once the return is approved by the head office.
For a product purchased via credit/debit card, bank transfer, or mobile wallet (through our payment partners MobiCash or EasyPaisa), Reason.pk will require 5 days to transfer the refund once the return is approved by the head office.
What is the Reason Replacement Policy?
At Reason, we make sure every product that we ship is in the best condition after going through multiple quality control checks. In case the product you receive is damaged while shipping, Reason will provide a replacement for the damaged part. Remember that we will only verify a product for replacement after checking if it complies with our policy.
- Item must be purchased via Reason.pk and not other retail outlets or partner stores.
- Item must be in its original condition (not used) and you must have all packaging material and accessories as received (as receipt, manuals, warranty cards, etc.)
- Our team will verify the item for claims of damage either by recalling the item back to the factory or by sending an on-site examination team.
- If the product has been damaged during installation or any mishandling after the delivery, the company will not entertain a return/replacement.
- If the item is not physically damaged but is not performing as expected, the Reason team will replace the defective part or approve the replacement after multiple checks. For more information, kindly refer to our warranty and claims section.
For further information contact your regional office or branch through the Find Us page or consult with the representatives (customer support) of the company at (042)-38107401.
How Can I Request a Replacement?
- A customer can request a replacement within 7 days of delivery.
- To initiate a replacement the customer must call our customer service at (042)-38107405 and submit a replacement request by stating the issue with the product, the invoice number, the delivery tracking code, and the item batch number (as stated on the invoice).
- It is recommended that the customer also take evidence pictures of the packaging (if damaged) and mail them to the support department at firstname.lastname@example.org.
- Once the request has been submitted, the item will be collected and sent to the head office for inspection. If the item meets the replacement guidelines the user will be shipped a new product from Reason.
When Will I Get My Item Replacement?
Our normal delivery time is 5-7 days. If your product is verified for a replacement, you will get your new product within this usual delivery course.
What is Reason Product Warranty?
If your product (home or kitchen appliance) develops defects in material or workmanship, we will provide repair/replacement of the defective part free of charge within the warranty period. The warranty period lasts 6 months from the date of purchase.
Note: The customer will have to bear the transportation or home attending charges.
- The company will change the operative parts of the products only once during the warranty period.
- The products' delivery and pick-up at the service center for inspection and repair will be the responsibility of the customer.
- The customer should show the complete filed warranty card with the dealer’s signature and stamp online purchase receipt to claim the warranty.
- Due to unavoidable circumstances, emergencies, or law & order situations, the company will not be liable for delays in warranty services to the customers.
- This warranty is only valid in Pakistan by authorized service centers.
- Reason will not be responsible for any loss of life, property, or accident due to misuse of products.
We Do Not Cover Product Warranty in the Following Conditions:
- There is damage to the exterior or interior finish.
- The problem arose due to inadequate or defective house wiring or improper voltage, circuit breakers, or improper connection to appliances.
- The item is tampered with or altered in any way by any unauthorized technicians, subject to accidents, misuse, abuse, and operated contrary to the accompanying manual.
- Accessories or parts like handles, knots, cabinets, covers, touchpads or rubber, plastic, metal, color wire, and glass are not covered under warranty.
- If any product is installed by an unauthorized installer.
- Commercial use of reason products will void the warranty (Except for commercial models).