At Ruhaya, we take utmost care in ensuring that our perfumes and cosmetics are packed and delivered to you safely and in perfect condition. However, in the unlikely event that your product is damaged during transit, we have a simple and clear policy for returns and refunds.
Eligibility for Return and Refund
- Returns and refunds will be entertained only in the case of a broken or damaged bottle received by the customer.
- To initiate a return or refund, the customer must provide a live video recording of the unboxing/opening of the package, clearly showing the shipping label, the sealed package, and the damaged product.
- The video must be submitted to us within 24 hours of receiving the product through our official customer support channel.
Conditions
- Requests without the live unboxing video or raised after 24 hours of delivery will not be considered.
- Used products, partially consumed perfumes/cosmetics, or damages caused after delivery will not be eligible for return or refund.
- Ruhaya reserves the right to verify the claim and take a final decision regarding acceptance of refund or replacement.
Refund/Replacement Process
- Once your claim is verified and approved, we will either:
- Issue a replacement of the same product (subject to availability), or
- Provide a refund through the original method of payment.
- Refunds will be processed within 7-10 business days after confirmation.
No Cancellation Policy
- Orders once placed cannot be cancelled, modified, or returned except for the damage-related cases described above.
- Please make sure you review your order carefully before confirming the purchase.
Contact Us
If you have received a broken or damaged bottle, please contact our support team immediately at:
Email: support@theruhaya.com
Phone: +911169655389