General Policies
1. Introduction
This General Policies document outlines the key procedures regarding shipping, delivery, cancellations, refunds, and exchanges for products purchased on the Reset platform. We are dedicated to ensuring a seamless customer experience by collaborating with reputable logistics partners for timely delivery and providing transparent guidelines on payment and order management.
2. Terms of Shipping and Delivery
2.1. Dispatch and Delivery Timeline
Reset specializes in made-to-order fashion, meaning each piece is crafted after your order is placed. As a result, delivery times may vary depending on the specific product and location. Estimated delivery timelines are displayed on each product page and should be used as general guidelines only. Delays may occur due to unforeseen circumstances, but we will keep you informed of any changes to your delivery date.
2.2. Information for Delivery
To ensure timely delivery, you must provide accurate and complete information, including your name, shipping address, billing address, and contact details. Failure to do so may result in delays or non-delivery, for which Reset will not be held responsible. Please ensure all information is double-checked before order confirmation.
2.3. Delivery Attempts
Our logistics partners will attempt delivery as per the provided address. If the initial delivery attempt fails, we will contact you via your registered email address or phone number. Should you authorize a second delivery attempt, additional charges may apply for each subsequent attempt.
2.4. Delay in Delivery
While we strive for prompt delivery, some delays may arise due to logistical challenges, weather conditions, or other unforeseeable circumstances. In the event of a delay, we will notify you via your registered contact information with an updated delivery timeline.
2.5. Delivery Personnel and Responsibility
We work exclusively with reputable logistics partners. However, Reset is not liable for the actions or conduct of delivery personnel once the package has left our facility. Any disputes arising from the interaction with delivery personnel must be addressed directly with the delivery service provider.
2.6. Tracking Information
Once your order has been processed, you will receive a unique tracking ID for real-time order monitoring. Tracking information will be sent via SMS and/or email. If you prefer, we can also provide the tracking details through alternative channels such as WhatsApp or social media. Please note that technical issues or delays in the updating of tracking information may occur, which are outside of our control.
2.7. Automated Delivery Receipt Confirmation
Once your product has been delivered, you will receive an automated message via email, SMS, or WhatsApp to confirm the receipt of the product. This message serves as a final confirmation that your package has reached its destination. If you did not receive your item despite the delivery confirmation, you must notify us within 48 hours so we can investigate and resolve the issue.
2.8. Payment Terms
A 50% advance payment is required before we begin any work on your order. Once the product is completed, we will notify you and request the remaining 50% payment. The final payment must be made before the product is dispatched. If the final payment is not received within 7 days of the completion notification, Reset reserves the right to repossess the item and cancel the order.
2.9. Shipping Charges and Conditions
Shipping costs are based on the weight of the item and the destination. All shipments are processed as Free on Board (FOB), meaning that risk of loss and title of the products pass to you once the product is handed over to the designated courier. All courier fees are subject to change based on the third-party provider. We currently use SkyNet for international shipments and Pakistan Post for domestic shipments within Pakistan. Any customs duties or taxes imposed by your destination country are your responsibility.
2.10. Free Delivery Thresholds
- Local (Pakistan) Free Delivery: We offer free standard shipping for orders within Pakistan that meet or exceed PKR 50,000. Orders below this threshold will incur a standard shipping fee of PKR 350.
- International Delivery: International customers will be subject to standard shipping charges based on destination and weight, provided during checkout.
2.11. Customs, Duties, and Delays
Customers are responsible for any customs clearance, duties, or taxes imposed by their country. Reset is not liable for delays or additional charges incurred due to customs procedures. Should customs hold your item, it is your responsibility to communicate with local authorities to ensure swift clearance.
3. Customization and Sizing Policy
3.1. Customization Options
Reset offers limited customization options for our made-to-order items. While we do not provide tailored measurements, we may accommodate slight modifications, such as adding sleeves or adjusting minor details. Customers are encouraged to review our size chart carefully before placing an order.
3.2. Size and Fit Responsibility
Given that all outfits are made-to-order, we do not offer exchanges based on size or fit. Customers should be aware that if they have concerns regarding sizing or fit, it is their responsibility to select the appropriate size based on our size chart. If a product is received with defects or issues from our end, we will address those concerns accordingly.
4. Goods / Services Not Received Policy
4.1. Definition
A "Goods and Services Not Received" situation refers to circumstances where a customer does not receive the ordered goods or services within the expected timeframe or as described in the purchase agreement. This may include instances such as failed delivery attempts or non-receipt of goods despite delivery confirmation.
4.2. Eligibility
This policy applies to all orders placed with us. Any customer who makes a purchase is eligible to report a "Goods and Services Not Received" situation.
4.3. Delivery Address and Confirmation
Goods will be dispatched to the shipping address provided by the customer during order placement. Our delivery process is contactless and does not include a physical sign-off as proof of delivery. However, proof of delivery will be provided by our third-party logistics partner.
4.4. Timeframe for Reporting Issues
Customers must report a "Goods and Services Not Received" issue within 7 working days from the expected delivery date. Working days exclude weekends and public holidays.
4.5. Reporting Process
To report a "Goods and Services Not Received" issue, please contact our customer service team via phone or email.
4.6. Contactless Delivery and Missing Delivery Disputes
Our delivery process is designed to be contactless, with the tracking number serving as a digital confirmation of delivery. By accepting these terms, the cardholder absolves the merchant from responsibility for missing deliveries.
5. Return, Exchange, and Refund Policy
5.1. General
At Reset, we take pride in our made-to-order products, crafted with precision and care. Due to the made-to-order nature of our items, we do not offer exchanges for sizing, fit, or personal preference. It is important to refer to our size chart carefully before placing your order. Custom orders are non-refundable once production has begun. If an issue arises from our side, such as a significant defect in craftsmanship, we will resolve it accordingly. We reserve the right to decide whether a refund or store credit will be issued. Refunds will be granted at our discretion and in line with our policy.
5.2. International Exchanges
International exchanges are not possible due to local customs restrictions.
5.3. Defective Products
If you receive a defective product, notify us within 48 hours of receiving the item. Follow our return process, where all return-related shipping and customs charges are the customer's responsibility.
5.4. Exceptions
The following items are exempt from cancellation and refund:
- Final sale items marked as non-returnable or non-refundable.
- Personalized or custom-made products once the production process has been initiated.
6. Non-Refundable Deposit
A 50% deposit is required upfront to begin the production of your custom order. This deposit becomes non-refundable after 24 hours, as materials, labor, and resources will have already been allocated to your order. Cancellations can be made within 24 hours, with a refund or store credit issued at the company's discretion.
7. Store Credit Policy
At Reset, we value your satisfaction and strive to provide quality products. In the event of a major defect or order cancellation, store credit may be issued at our discretion. Please note that our store credit is valid for 30 days from the date of issuance. We encourage you to use the credit within this period to explore our collection. After 30 days, any unused store credit will expire.
Thank you for your understanding and support.
