Refund & Return Policy – Rafaa

 

At Rafaa, your satisfaction is our priority. We understand that sometimes a product may not meet your expectations, and we are here to help. This Refund & Return Policy outlines the conditions under which refunds, returns, and exchanges are accepted.

1. Eligibility for Returns

You may request a return within 14–30 days of receiving your order (choose your timeframe) if one or more of the following conditions apply:

  • The item arrived damaged or defective

  • You received the wrong product

  • The item does not match its description

  • You no longer want the product (must be unused and in original packaging)

To be eligible for a return:

  • The item must be unused and in its original condition

  • All accessories, manuals, and original packaging must be included

  • Proof of purchase or order number must be provided

Items that cannot be returned include:

  • Opened headphones or earbuds (for hygiene reasons)

  • Software or downloadable products

  • Gift cards

  • Clearance items (if marked “non-returnable”)

2. Return Process

To initiate a return, please contact our customer support team at:
Email: [Add Email]
Phone: [Add Phone Number]

You will receive:

  • A Return Authorization Number (RAN)

  • Instructions on how and where to send your item

Returns sent without an approved RAN may be refused.

Return shipping:

  • If the return is due to our error (wrong or defective item), Rafaa covers the return shipping cost.

  • If the return is due to a change of mind, the customer is responsible for the return shipping fee.

3. Refund Process

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.

If approved, refunds will be issued to your:

  • Original payment method, or

  • Rafaa store credit (optional)

Refund timeframes:

  • Credit/debit card refunds: 5–10 business days

  • Store credit: processed instantly

  • Delays may occur depending on your bank’s processing time

Refunds will not include shipping charges unless the return is our fault.

4. Exchanges

If you received a defective or incorrect item, we can issue an exchange at no additional cost.
Depending on stock availability, we will ship the replacement immediately after receiving the returned product.

5. Order Cancellations

Orders may be canceled free of charge within 12 hours of purchase as long as they have not been shipped.
Once shipped, the order cannot be canceled and must follow the standard return process.

6. Damaged or Defective Items

If your product arrives damaged or defective, please contact us within 48 hours of delivery with:

  • Photos or videos showing the issue

  • Your order number

We will provide a replacement or full refund depending on your preference and product availability.

7. Non-Returnable Items

The following items are non-refundable and non-returnable:

  • Used or damaged items caused by customer misuse

  • Items returned without original packaging

  • Products past the return window

  • Hygiene-sensitive items (earbuds, covers, screen protectors if packaging is opened)

8. Contact Us

If you have any questions about our Refund & Return Policy, please contact our support team:
Email: [Add Email]
Phone: [Add Phone Number]
Address: [Add Address]