Complaints handling

Please include your name, the email on your account, your order number if the complaint is about an order, and what you would like us to do.

• —Online form: choose “Complaint” on the Contact page.
• —Email: info@ruyte.com
• —Phone: 0344 9635383 (from outside Pakistan: +92 344 9635383), Monday to Friday, 10:00am to 6:00pm Pakistan time.
• —By post: Ruyte Partnership Company, House No. 688, Sector D-12/1, Islamabad, Pakistan

• —We acknowledge every complaint within 2 business days.
• —We aim to resolve it, or give you a clear solution, within 7 business days of receiving it.
• —If it needs more time (for example a carrier or brand investigation), we tell you why and when to expect an answer.

Your complaint is logged, reviewed by a member of the Ruyte team, and where an independent brand or carrier is involved we contact them for their account. We then tell you the outcome and any remedy, such as a replacement, repair, exchange, store credit or refund.

Reply to the outcome email and ask for a review by a senior team member. You can also take a complaint about a card payment to your card issuer, and you keep every right you have under the law that applies to you.