Refund Policy

Thank you for choosing Riwaq. We are committed to providing a reliable and high-quality shopping experience. This Refund & Replacement Policy outlines the terms and conditions under which a replacement request may be made. By purchasing through Riwaq or any of its partner stores, you acknowledge and agree to the terms stated below.

1. Replacement Eligibility

1.1 Product Condition

Riwaq ensures that all products are dispatched in their original condition. If you receive a product that is incorrect, defective, damaged, or broken at the time of delivery, you may be eligible for a free replacement, subject to the conditions of this policy.

1.2 Reporting Period

Any issue must be reported to our customer support team within 24–48 hours of delivery. Replacement requests submitted after this timeframe will not be accepted.

2. Replacement Request Process

2.1 Step 1: Initiation

To initiate a replacement request, you must:

Share a clear video showing the issue (incorrect, damaged, or faulty product)
Send the video via WhatsApp to our customer support team within the allowed reporting period

Note: In some cases, issues occur due to incorrect usage. Our support team may provide troubleshooting assistance before confirming replacement eligibility.

Once the product is verified as defective or incorrect, you may choose one of the following options:

3. Replacement Options

Option A – Customer-Initiated Return

You may ship the product along with the original box and all included accessories—to our warehouse address:

Rinaaya
Warehouse No. 13, Street No. 4 – 4th Street
Al Khabaisi, Dubai, UAE

Upon receiving and inspecting the returned item, a replacement unit will be dispatched within 24 hours, free of charge.

Option B – Courier Pickup

Alternatively, Riwaq can arrange a courier pickup from your location. Once the item is successfully picked up, a replacement will be processed and dispatched within 24–48 hours.

The product must be securely packed in its original packaging, including all accessories.

4. Important Terms

Change of Mind: Replacements are not offered for buyer’s remorse or change of mind.
Product Condition: Returned items must be unused and in original condition, including packaging and accessories. Failure to meet these requirements may result in rejection of the replacement request.