RETURNS

Returns Policy

Our aim is zero returns and 100% customer satisfaction. We guarantee the best quality products and the highest quality customer service and we ensure that every product featured on our store adheres to the highest quality. Unhappy with the service provided or to discuss any issues, you may use the Chat function, Feedback form, or email kokab@radeya.biz. Below is our detailed returns policy. If you don't understand any part or need further clarification, feel free to contact us.

If the product does not adhere to quality / product specifications: If you are unhappy with your purchase for any reason due to the product's quality level / adherence to product specifications, you may return it for a full refund or exchange. Returns must be made within 30 days of receipt of product. Beyond thirty days of receipt of product, we cannot accept returns in any situation (unless covered by manufacturer's warranty).

If the product is damaged or defective when you receive it: In case a product is damaged or defective when you receive it, please contact us immediately to let us know the situation. Provide evidence that you received the product in unsatisfactory condition, such as photos / videos and full details of the defect. Try to return the product at the earliest possible for replacement, preferably within 7 days from date of receipt, but no later than 30 days from date of receipt. Product should not be used once you have determined that it is defective. Product should be returned in the original packaging and must be returned (postmarked) within 30 days of receipt. After 30 days, we cannot offer a refund.

Products under warranty: If the product is covered by manufacturer's warranty, it can be returned according to manufacturer's conditions, within the time allowed in the warranty agreement.

If you are unhappy with your purchase for any other reason: If you are unsatisfied with your purchase for personal reasons, you may contact our customer support department to discuss the issue. If approved, the items may be returned for a refund or replacement as long as it is used and in the original packaging. Some items may not be eligible for a refund if opened, such as earrings. 

If your request for returning a product was denied: If you feel that you are entitled to return a product  but were denied the privilege, please contact us via the feedback form so we can reassess your case. Please note that our aim is 100% customer satisfaction.  

 

How to Process Returns:

If you are unhappy with your purchase, you may request a refund by providing a reason for your return. Please use the feedback form or email kokab@radeya.biz to start the return process. We will review the return request and will send further instructions if the return is approved.


Requests for returns must be made within 30 days from receiving your order.


If approved, we will send further instructions on how to return the product.


Returned items must be in original packaging, including any accessories, manuals, and documentation.

Returned items must be unused, in the same condition that we sent it to you, and in their original packaging. Stains, folded cards, broken seals/ plastic foiling broken will not be accepted. If the condition of the product shipped back to us is not in acceptable condition we reserve the right to not refund or exchange. Products that have been personalized cannot be refunded or exchanged.


Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling.



DID YOU RECEIVE A DEFECTIVE/INCORRECT/DAMAGED ITEM?

Did you receive a faulty unit, or the wrong product? Simply not satisfied with your order?

Please contact us to start the return process. Please include the following information:

  • Order number
  • Proof of purchase
  • Video or photo of the faulty product (if applicable)
  • Complete delivery address
  • Contact telephone number

In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.



HOW LONG IS THE RETURNS PROCESS?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.


For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees.



WHEN WILL YOU RECEIVE YOUR REFUND?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, here's what to do:

Contact the bank/credit card company. It may take some time before the refund is posted to your account.