Refund policy

Return and Refund Policy for RafaRef

Last Updated: July 17, 2026

At RafaRef, your satisfaction is our priority. This Return and Refund Policy complies with the Consumer Protection Regulations and the E-Commerce Law issued by the Ministry of Commerce in the Kingdom of Saudi Arabia.

1. Right to Return (7-Day Cooling-Off Period)

Under Saudi E-Commerce Law, you have the right to return products within 7 days of receiving your order, without needing to provide a reason, provided the items meet our eligibility criteria below.

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

In its original, unopened, and unused condition.
In the original packaging with all tags, accessories, and seals intact.
Accompanied by the original receipt or proof of purchase.

2. Non-Returnable Items

For health, safety, and regulatory reasons, certain items are strictly exempt from being returned or exchanged unless they are proven defective upon arrival. These include:

Oral Care and Hygiene Products: Any product that comes into contact with the body, mouth, or skin cannot be returned if the seal is broken or the packaging is opened.
Personalized or Custom-Made Items: Products manufactured or modified specifically at the consumer's request.
Items Damaged by Misuse: Products that have been used, altered, or damaged after delivery.

3. Defective or Incorrect Items

If you receive a product that is defective, damaged in transit, or not as described on our website, you have the right to a full refund or a replacement.

Please notify us within 5 days of receiving a defective or incorrect item.
RafaRef will cover all return shipping costs for defective or incorrect orders.

4. Order Cancellation and Late Delivery

Pre-Shipping Cancellation: You may cancel your order for a full refund at any time before the preparation and processing of your order has begun.
Late Delivery (15-Day Rule): In accordance with Saudi regulations, if your order is delayed for more than 15 days beyond the agreed-upon delivery date without prior notification and your consent, you have the right to cancel the order and receive a full refund, including any shipping fees paid.

5. How to Initiate a Return

To start a return or exchange, please follow these steps:

Contact Us: Reach out to our support team via email or phone to request a return authorization.
Pack the Item: Securely pack the item in its original packaging.
Ship the Item: We will provide you with instructions and a return shipping address. If the return is due to a change of mind, the customer is responsible for covering the return shipping costs.

6. Refund Processing

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.

If approved, the refund will be processed and applied to your original method of payment.
As per local regulations, refunds are generally completed within 14 business days from the date we approve the return.
Cash on Delivery (COD) orders will be refunded via bank transfer.