Refund policy

At Ripple Rose, we are committed to delivering high-quality products across the United Arab Emirates. We understand that shopping online requires trust, which is why we offer a straightforward, customer-friendly replacement process for any issue with your order.

1. Damaged, Defective, or Incorrect Items (7-Day Replacement)

If you receive an item that is broken, defective, or different from what you ordered, we will replace it 100% Free of Charge.

  • Reporting Window: You must inspect your delivery and notify our support team within 7 days of receiving your package.
  • Requirements for Proof: To claim a free replacement, you must send a clear video showing:
    1. The shipping label on the package.
    2. The defective, damaged, or incorrect part of the product.
  • Resolution: Once verified by our team, a brand-new replacement will be dispatched to your doorstep within 3–7 business days via our courier partners. You will hand over the damaged item to the courier rider upon delivery of the new item.

2. Change of Mind & Non-Defective Returns

Because we utilize specialized local logistics fulfillment across the UAE, we do not accept change-of-mind returns once an order has been unsealed, used, or delivered in good working condition.

  • Before Dispatch: You may cancel your order free of charge at any time before our dispatch team calls you for address verification or before the item leaves our warehouse.
  • Refusal at Doorstep: Refusing a Cash on Delivery (COD) order at the time of delivery without a valid reason (e.g., damaged package) impacts your buyer trust score across UAE courier networks and may restrict future COD privileges on our platform.

3. Cash & Payment Refunds

Due to the prevalent use of Cash on Delivery (COD) in the region:

  • COD Orders: We do not issue cash refunds at the doorstep. If an item is damaged or defective, it will be serviced exclusively via a Free Product Replacement. If a replacement cannot be provided due to out-of-stock inventory, store credit or a direct bank transfer to your UAE bank account / IBAN will be issued within 5–7 business days.
  • Prepaid Card Orders: Approved refunds for online card payments will be processed back to the original debit/credit card used during checkout within 7–14 business days (depending on your issuing bank).

4. Non-Eligible Items

For hygiene and customer safety reasons, the following categories are strictly non-returnable and non-exchangeable unless they arrive physically damaged:

  • Personal care, cosmetics, and beauty products.
  • Undergarments, shapewear, or intimate apparel.
  • Customized, personalized, or clearance/sale items.

5. How to Initiate a Claim

To report an issue or initiate a replacement claim, reach out to our customer support team with your Order ID and Video Proof:

  • WhatsApp Support: +92 3028087558
  • Email Support: rathorumer38@gmail.com
  • Operating Hours: Monday – Saturday | 9:00 AM – 6:00 PM (GST)