Refund policy

 

At AL RAWAQ.UAE , we want you to be satisfied with your purchase. If you receive a product that is damaged, defective, incorrect, or significantly different from the product description, you may request a return or replacement according to the conditions below.
Eligibility for Returns
A return or replacement request may be accepted if:
The product arrives damaged or defective.
You receive the wrong product or variant.
The product is missing parts or accessories that were included in the original order.
The product is significantly different from its description on our website.
To be eligible, the product must generally be unused and in its original condition and packaging, where applicable.
Return Request Period
Customers should contact us within 7 days of receiving the order if there is a problem with the product.
Please provide:
Your order number
A description of the issue
Clear photos or videos showing the problem
Photos of the product packaging, if relevant
We may request additional information to verify the issue.
Non-Returnable Items
Certain products may not be eligible for return due to hygiene, safety, personalization, or product-specific reasons. This may include products that have been opened, used, damaged after delivery, or altered by the customer.
For hygiene-sensitive or personal-care products, returns may not be accepted once the product has been opened or used.
Refunds
If your return is approved, we will inform you about the available refund or replacement option.
Approved refunds will generally be processed using the applicable payment method or another mutually agreed method.
The time required for the refund to appear in your account may depend on your payment provider or bank.
Damaged or Incorrect Orders
If your order arrives damaged or incorrect, please contact us as soon as possible. We may request photographic or video evidence before approving a replacement or refund.
Return Shipping
If the return is due to our error, such as sending an incorrect or defective product, we may cover the applicable return shipping cost.
If a return is requested for another reason, any applicable shipping or return charges may be the customer's responsibility.
Important
We reserve the right to reject a return request if the product does not meet the conditions described above or if the request is made outside the applicable return period.