Return & Refund Policy

At Rayah Store, we want you to feel confident when shopping with us. If you receive a damaged, defective, incorrect, or otherwise eligible product, we are here to help.

This Return & Refund Policy explains the conditions and process for returns, exchanges, and refunds for orders delivered within the United Arab Emirates (UAE).

Return Eligibility

When Can You Request a Return?

You may be eligible to request a return if:

  • You received a damaged or defective product
  • You received the wrong product
  • The product received is significantly different from what was ordered
  • The product meets the applicable conditions of our return policy

Return requests should generally be submitted within 7 days of receiving your order.

Return Conditions

Product Requirements

To be eligible for a return:

  • The product should be unused and in its original condition where applicable
  • The product should be returned with its original packaging, accessories, manuals, and included items
  • The product should not show signs of misuse, accidental damage, or improper handling
  • Proof of purchase or order information may be required

Certain products may have specific return conditions depending on their nature.

Non-Returnable Items

Products That May Not Be Eligible

Certain items may not be eligible for return, including:

  • Products damaged through misuse or improper handling
  • Products showing signs of use beyond reasonable inspection
  • Items returned without original accessories or components where these are required
  • Products that have been altered, modified, or repaired without authorization
  • Items specifically identified as non-returnable on the product page

Damaged or Defective Products

If Your Product Arrives Damaged

If your order arrives damaged or defective:

  • Please contact us as soon as possible after receiving the order
  • Provide your order details
  • Provide clear photos or videos showing the issue when requested
  • Keep the original packaging until the issue has been reviewed

After reviewing the information, we will determine the appropriate resolution.

Wrong Product Received

Incorrect Items

If you receive a product that is different from what you ordered:

  • Notify us as soon as possible
  • Provide your order details
  • Provide photos of the product received if requested
  • We will review the issue and, where applicable, arrange a suitable replacement or refund

Return Process

How to Request a Return

To request a return:

  1. Review whether your order meets the return conditions.
  2. Contact Rayah Store through the available support options on our website.
  3. Provide your order number and details of the issue.
  4. Provide photos or videos if requested.
  5. Wait for return instructions before sending the product back.

Please do not send a product back without receiving return instructions first.

Return Shipping

Shipping Costs for Returns

  • If the return is due to a damaged, defective, or incorrect product, Rayah Store may cover the applicable return shipping cost, subject to review and approval.
  • For other approved returns, the customer may be responsible for return shipping costs.
  • Original shipping charges may not be refundable unless required by applicable law or the return is due to an issue caused by us.

Refunds

When Will You Receive Your Refund?

Once an approved return has been received and inspected:

  • We will review the returned product
  • If the return is approved, the refund will be processed
  • Refunds are generally issued to the original payment method
  • The time required for the refund to appear in your account may depend on your bank or payment provider

Refund Amount

What You Will Receive

Depending on the reason for the return and applicable circumstances, an approved refund may include:

  • The eligible purchase amount
  • Applicable shipping charges where required
  • Other eligible amounts according to the circumstances of the return

Any non-refundable charges, where applicable, will be communicated during the return process.

Exchanges

Product Replacement

Where appropriate and subject to availability:

  • We may offer a replacement for a damaged, defective, or incorrect product
  • If the same product is unavailable, we may offer another suitable resolution
  • Additional payment may be required if you choose a higher-priced alternative

Order Cancellation

Cancelling an Order

If you wish to cancel your order:

  • Contact us as soon as possible after placing the order
  • Cancellation requests are subject to whether the order has already been processed or shipped
  • Once an order has been dispatched, cancellation may no longer be possible and you may need to follow the applicable return procedure

Failed or Refused Deliveries

Undelivered Orders

If an order cannot be delivered because of incorrect information, repeated unsuccessful delivery attempts, or refusal to accept the package:

  • Additional shipping or return charges may apply
  • Refund eligibility will depend on the circumstances
  • Any applicable costs may be deducted from the refund where permitted

Refund Delays

If Your Refund Has Not Arrived

If your refund has been approved but has not appeared in your account:

  • Check your original payment method
  • Contact your bank or payment provider
  • Allow additional processing time where applicable
  • If the refund is still not received, contact Rayah Store through the available support options on our website

Consumer Rights

Your Legal Rights

Nothing in this Return & Refund Policy is intended to limit or exclude any rights you may have under applicable UAE consumer protection laws and regulations.

Where applicable law provides you with rights or remedies that differ from this policy, those legal rights will continue to apply.

Policy Updates

Changes to This Policy

Rayah Store may update this Return & Refund Policy from time to time to reflect changes to our products, services, business practices, or applicable requirements.

Any updates will be published on this page with the revised Last Updated date.

Our Commitment

Your Satisfaction Matters

At Rayah Store, we aim to provide a reliable and enjoyable shopping experience.

We carefully handle return and refund requests and work to provide a fair and reasonable solution for eligible issues.

Rayah Store — Modern Choices for Everyday Life.