Refund policy

At Rooyas, we are committed to providing you with the highest quality products and exceptional customer service. To ensure clarity and fairness, we have established the following return policy:

1. Eligibility for Returns

  • Timeframe: Items must be returned within 7 days from the date of delivery. Returns outside this period will not be accepted.

  • Condition: Items must be returned in their original condition, unused, unwashed, and with all original tags and packaging intact.

  • Proof of Purchase: A valid receipt or proof of purchase must be provided for all returns.

2. Non-Returnable Items

The following items are non-returnable:

  • Perishable goods (e.g., personal care products, flowers)
  • Customized or personalized products
  • Digital downloads
  • Intimate or sanitary goods
  • Gift cards
  • Items marked as final sale

3. Return Process

To initiate a return, please follow these steps:

  1. Contact Customer Service: Email our customer service team at "support@rooyas.com" within 7 days of receiving your order. Include your order number, the item(s) you wish to return, and the reason for the return.
  2. Receive Authorization: Our team will review your request and, if eligible, provide you with a Return Merchandise Authorization (RMA) number and return instructions.
  3. Ship the Item: Carefully pack the item(s) and include the RMA number. Ship the package to the address/instructions provided by our customer service team.
  4. Kindly note that there will be an AED 30 delivery charge on all returns and exchanges.

4. Inspection and Refunds

  • Inspection: Upon receipt, returned items will be inspected. If the item is found to be ineligible for return (e.g., used, damaged, or outside the return window), it will be sent back to you at your expense.
  • Refunds: If the return is approved, a refund will be processed to your original payment method within 10 business days. Kindly note, original shipping charges are non-refundable.

5. Exchanges

  • To initiate an exchange, please follow these steps:

    1. Contact Customer Service: Email our customer service team at "support@rooyas.com" within 7 days of receiving your order. Include your order number, the item(s) you wish to exchange, and the reason for the exchange.
    2. Receive Authorization: Our team will review your request and, if eligible, provide you with an Exchange Authorization (EA) number and further instructions.
    3. Ship the Item: Carefully pack the item(s) and include the EA number. Ship the package to the address/instructions provided by our customer service team. You are responsible for the shipping costs associated with sending the item back to us, unless the exchange is due to a defect or error on our part.

6. Damaged or Defective Items

  • If you receive a damaged or defective item, please contact our customer service team strictly within 7 days of delivery. Provide your order number, a description of the issue, and photos if possible. We will arrange for a replacement or refund at no additional cost to you.

7. Return Address

  • All returns must be shipped to the address provided in the return authorization email. Unauthorized returns will not be accepted.

8. Changes to the Return Policy

  • We reserve the right to modify this return policy at any time. Changes will be posted on our website and will apply to orders placed after the effective date of the change.

By making a purchase from Rooyas.com, you agree to this return policy. If you have any questions, please contact our customer service team at "support@rooyas.com"

Thank you for shopping with Rooyas.