Refund policy

Return & Refund Policy

Last updated: 1 June 2026

At Rawai Al Afrah we want you to be satisfied with your plastic household products. This policy explains when and how you can return an item and receive a refund or exchange. It applies to orders placed and delivered within the Kingdom of Saudi Arabia, and is in addition to your statutory rights under Saudi consumer protection regulations.

1. Return Window

You may request a return within 7 days of receiving your order, provided the item meets the conditions in Section 2.

2. Condition of Returned Items

To be eligible for a return, the item must be:

  • Unused, unwashed, and in its original condition.
  • In its original packaging with all tags, labels, and accessories included.
  • Accompanied by proof of purchase (order number or invoice).

We reserve the right to refuse a return if the item shows signs of use, damage caused after delivery, or is missing parts or packaging.

3. Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned unless they arrive damaged or defective:

  • Food-contact or kitchen storage items that have been opened or used.
  • Personalised or custom-made products.
  • Clearance or final-sale items (marked as such at the time of purchase).

4. How to Request a Return

  1. Contact us within the return window at [email] or [phone/WhatsApp].
  2. Provide your order number and the reason for the return, with photos if the item is damaged or defective.
  3. We will confirm whether your return is approved and share return instructions and the return address.

Please do not send items back before receiving our confirmation.

5. Return Shipping Costs

  • If the return is due to our error (wrong, damaged, or defective item), we cover the return shipping cost.
  • If the return is due to a change of mind, the return shipping cost is [borne by the customer / a flat SAR 25 deducted from the refund].

6. Refunds

  • Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.
  • Approved refunds are issued within [7–14] business days.
  • Refunds are made to the original payment method. For card or online payments, the time it takes to appear in your account depends on your bank.
  • For Cash on Delivery (COD) orders, refunds are made by bank transfer; we will request your IBAN to process the refund. (We never request your full card number or banking login details.)
  • Original shipping charges are non-refundable, except where the return is due to our error.

7. Exchanges

If you would like to exchange an item for a different product or variant, please request a return for the original item and place a new order. If the item is faulty, we will arrange a free replacement of the same product where available.

8. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within [3] days of delivery with photos. These cases are handled at no cost to you — see also our [Shipping Policy]. We will arrange a replacement, return, or full refund including any shipping charges paid.

9. Order Cancellations

  • You may cancel an order before it has been dispatched for a full refund — contact us as soon as possible.
  • Once an order has shipped, it can no longer be cancelled, but you may follow the return process above after delivery.

10. Contact Us

For returns, refunds, or any questions about this policy, please contact:

  • Registered name: Rawai Al Afrah Trading Establishment (مؤسسة روائع الافراح للتجارة)
  • Commercial Registration (Unified National No.): 7008947793
  • Registered address: Building No. 6620, Ibn Al-Warith Street, Al-Matla District, Ahad Al Masarihah 86622, Kingdom of Saudi Arabia
  • Email: ravayialafrah@gmail.com
  • Phone / WhatsApp: [+966 5X XXX XXXX]
  • Working hours: [Sunday–Thursday, 9:00 AM – 6:00 PM AST]

Rawai Al Afrah reserves the right to update this Return & Refund Policy at any time. The current version will always be posted on this page with the "Last updated" date above.