Refund policy
30-day return window
You may request a return within 30 days after your order is delivered. To qualify, the item must be unused, unworn, unwashed and in the condition received, with any tags, accessories and original packaging. Proof of purchase is required.
How to request a return
Email ronaq24@hotmail.com or message us on WhatsApp at +971 58 861 9363 with your order number and reason for the return. If the item is damaged, defective or incorrect, please include clear photos or video.
Wait for our approval and return instructions before sending anything. The appropriate return address will be provided after approval and may depend on the product and destination. Items returned without authorization, or sent to an address shown on a parcel label, may not be accepted.
Damaged, defective or incorrect items
Please inspect your order when it arrives and contact us as soon as possible if an item is damaged, defective, incomplete or incorrect.
When the issue is verified, we will work with you on an appropriate resolution, such as a replacement or refund, in accordance with applicable law. RONAQ24 will cover reasonable return costs when the return is required because of our error or a verified product defect.
Change-of-mind returns
For an approved change-of-mind return, the customer is responsible for return shipping and for ensuring the parcel reaches the provided return address safely.
Original delivery charges, customs duties and taxes are not refundable unless required by applicable law. We recommend using a trackable delivery service.
Items that cannot be returned
For health, hygiene and safety reasons, opened or used personal-care, beauty, cosmetic or intimate items cannot be returned unless defective.
We also cannot accept returns of:
- Perishable goods
- Customized or personalized products
- Hazardous materials, flammable liquids or gases
- Gift cards
- Items clearly marked “final sale” before purchase
Contact us before ordering if you are unsure whether an item is eligible for return.
Exchanges
Exchanges depend on stock availability. The fastest option is usually to return the eligible item and place a new order after the return is approved.
Order changes and cancellations
Contact us promptly if you need to change or cancel an order. We will try to help, but cancellation cannot be guaranteed after processing or dispatch has started.
If an order has already shipped, the return conditions above will apply.
Refunds
After we receive and inspect an approved return, we will notify you of the decision.
Approved refunds are issued to the original payment method, normally within 10 business days of approval. Your bank or payment provider may require additional processing time.
If 15 business days have passed since your refund was approved, contact us at ronaq24@hotmail.com.
Mandatory consumer rights
Nothing in this policy limits any consumer rights that cannot legally be excluded.
Customers in jurisdictions that provide mandatory cancellation or return rights, including eligible consumers in the European Union, retain those rights. Where European Union withdrawal rights apply, eligible customers generally have 14 days to exercise them, subject to applicable exceptions.
Contact us
Email: ronaq24@hotmail.com
WhatsApp: +971 58 861 9363