Returns, Refunds and Cancellations Policy

RETURN POLICY

i. General Return Policy:

Items cannot be returned or exchanged, unless specifically stated on the product page.

We strive to ensure that the products you order are delivered as per your specifications. However, if you receive a:

• Damaged product
• Incorrect product
• Expired product
• Incomplete order

You must notify our customer support team within 24 hours of receipt to request a return. Failure to do so within the stipulated time may result in your return request being declined. Returns will only be accepted if the product is unused, unopened, and in its original packaging.

ii. Riyaah Return Policy:

Our returns policy has been drafted to keep in mind our commitment to deliver authentic products to our customers. In special cases, we may consider your return request—but this is solely at our discretion. These returns will need to be initiated within 24 hours of receipt of the package. In such cases, the customer will be charged a small convenience fee to facilitate this pick-up. More details regarding the convenience fee can be found at the time of creation of a return request.

iii. Other Products:

Return and exchange eligibility is determined on a case-by-case basis and remains at our sole discretion.

iv. Return Policy Exceptions:

• Certain products are non-returnable, and it is the User’s responsibility to check the return eligibility before placing an order.
• For select brands and categories, returns may not be accepted due to product nature, hygiene reasons, or brand policies.
• Products explicitly marked as "Non-returnable" on the product page are not eligible for return or refund.

We reserve the right to approve or decline any return request at our discretion.

For any return-related queries, please contact our customer support team at customersupport@riyaah.com or WhatsApp us at +966555057341.

REFUND POLICY

i. General Refund Policy:

We aim to ensure that you are completely satisfied with your purchase. Refunds may be issued under the following conditions:

ii. Full Refund Possible If:

• You received a defective or damaged item.
• The ordered item(s) was lost or damaged during transit.
• You received a product that has passed its expiry date.

Refunds for eligible returns will be processed only after successful verification of the returned product.
Shipping and handling charges are non-refundable, except in cases where the return is due to our error.

Refunds will not be issued for:

• Incorrect orders placed by the customer.
• Change of mind after purchase.

Refunds will only be processed for unused, unopened products in their original packaging, unless the damage was due to transit or a defect in the product.

iii. Refund Process & Timeline:

• Prepaid Orders: Refunds for payments made via Credit/Debit Card or Net Banking will be processed within 10 to 14 working days to the original payment method. Processing times may vary based on banking policies. We will however, try our best to refund the money to you at the earliest.
• Cash on Delivery (COD) Orders: Users requesting a refund for COD orders must email customersupport@riyaah.com and WhatsApp +966555057341. Refunds will be credited directly to the User’s bank account upon providing bank details within 10 to 14 working days.

Refunds may be processed after deducting the return delivery fee. For more details on this, please refer to the Application / Website.

iv. Refund to Bank Account:

In certain cases, refunds will be processed directly to the User’s bank account, including:

• (a) If an incorrect or excessive charge was applied.
• (b) If the refund is due to an issue where the payment was not successfully completed but the amount was deducted.

v. How to Request a Refund:

To initiate a refund, please follow the steps mentioned in our return policy to ensure you furnish all the required information to make sure we service you better. We take feedback seriously and use it to enhance our service quality.

DAMAGED OR INCORRECT GOODS POLICY

i. While we strive to provide you with the best products, there may be rare instances where a damaged product or an incorrect product is delivered. We kindly request you to report the issue to our customer support team within 24 hours of delivery.

ii. The claim must be supported with appropriate photographic/video evidence of the damaged or incorrect item.

iii. Upon verification, we may offer:

• A replacement, if stock is available.
• A refund, if a replacement is not feasible.
• Any other resolution at our discretion.

CANCELLATION POLICY

i. Orders can be cancelled before they are dispatched. Once an order is out for delivery, cancellation will not be possible.

ii. If a cancellation request is approved, a full refund will be processed in accordance with our Refund Policy.

The final decision on refunds and cancellations rests with Riyaah.