Refund policy

Refund & Return Policy

Last Updated: September 2026

At RONAY, we take great care in the quality, preparation and presentation of our products. We want every order to reach you in the condition and quality you expect.

This Refund & Return Policy applies to purchases made directly from RONAY and explains when a product may be returned, exchanged, replaced or refunded.

Nothing in this Policy is intended to exclude, restrict or waive any consumer right or remedy that cannot lawfully be excluded or restricted under applicable laws of the United Arab Emirates.

1. Change-of-Mind Returns

For eligible products, a change-of-mind return request may be submitted within 7 days of delivery.

To qualify for a change-of-mind return, the product must:

  • Be unopened and unused;

  • Remain sealed, where applicable;

  • Be in its original packaging;

  • Be in its original condition and suitable for resale;

  • Not have been damaged, altered or improperly stored after delivery; and

  • Be accompanied by valid proof of purchase from RONAY.

Customers must contact RONAY at sales@ronay.ae before returning a product.

RONAY reserves the right to inspect returned products before approving a change-of-mind refund.

The 7-day period in this section applies only to voluntary change-of-mind returns and does not limit any mandatory rights available under applicable UAE law in relation to defective, damaged, incorrect, unsafe or non-conforming products.

2. Non-Returnable Change-of-Mind Items

For hygiene, health, safety and product-integrity reasons, and to the extent permitted by applicable law, the following are not eligible for a change-of-mind return:

  • Opened or unsealed body-care, cosmetic or personal-use products;

  • Used or tested products;

  • Products that have been applied to the skin;

  • Products damaged after delivery due to misuse, improper handling or improper storage;

  • Personalised or customised products;

  • Private-label products;

  • Made-to-order products once production has commenced; and

  • Products specifically manufactured or modified according to a customer's requirements.

These exclusions apply to change-of-mind returns only and do not affect any mandatory rights available where a product is defective, damaged, unsafe, incorrectly supplied or materially different from its description.

3. Damaged, Defective, Missing or Incorrect Products

If you receive a product that is damaged, defective, incomplete, incorrect or materially different from its description, please contact RONAY as soon as reasonably possible at sales@ronay.ae.

For products that appear to have been damaged during delivery, we strongly recommend contacting us within 48 hours of delivery. Prompt notification helps us investigate the matter with the delivery provider and resolve your claim more efficiently.

When contacting us, please provide, where reasonably available:

  • Your order number;

  • A description of the issue;

  • Clear photographs or videos of the affected product;

  • Photographs of the external and internal packaging where relevant; and

  • Any other information reasonably required to assess the issue.

Please retain the affected product and packaging until RONAY has completed its initial assessment or advised you that they are no longer required.

The 48-hour notification period is a recommended reporting period for delivery-related damage and does not remove or reduce any mandatory consumer rights available under applicable UAE law.

Where a product qualifies for a remedy under applicable law, RONAY will provide the appropriate remedy, which may include replacement, refund or another remedy required by law.

4. Natural Product Variations

Certain RONAY products contain natural oils, botanical ingredients, butters, waxes and other naturally derived materials.

Minor variations in colour, texture, appearance, fragrance intensity or consistency may therefore occur between products or production batches.

Such natural variations do not, by themselves, constitute a product defect provided that the product remains safe, suitable for its intended use and materially consistent with its description.

5. Heat-Sensitive Products

Certain RONAY products contain natural oils, butters, waxes or other ingredients that may naturally soften, melt or change consistency when exposed to elevated temperatures.

Customers should follow all storage and handling instructions provided on the product, packaging or RONAY website and avoid prolonged exposure to direct sunlight, excessive heat or unsuitable storage conditions.

A temporary or reversible change in texture or consistency resulting solely from normal temperature variation does not necessarily mean that a product is defective.

To the extent permitted by applicable law, RONAY is not responsible for deterioration or damage occurring after delivery that results solely from improper storage, misuse, prolonged exposure to excessive heat or failure to follow clearly communicated storage and handling instructions.

This does not affect a customer's rights where damage, defect or non-conformity existed at the time of delivery or resulted from circumstances for which RONAY is legally responsible.

6. Skin Sensitivity and Product Use

RONAY body-care and skin-contact products are intended for external use only unless expressly stated otherwise.

Customers should review the product information, ingredients, directions and warnings before use.

We recommend performing a patch test before first use, particularly for customers with sensitive skin or known sensitivities.

Individual skin sensitivities, allergies or reactions do not, by themselves, establish that a product is defective.

If irritation or an adverse reaction occurs, discontinue use and seek appropriate professional advice where necessary.

Nothing in this section excludes or limits RONAY's responsibility where a product is defective, unsafe, incorrectly labelled or otherwise fails to comply with applicable legal requirements.

7. Return Shipping Costs

For an approved voluntary change-of-mind return, the customer is responsible for the reasonable cost of returning the product unless RONAY agrees otherwise.

Original delivery charges are generally non-refundable for voluntary change-of-mind returns, to the extent permitted by applicable law.

Where a return results from an error attributable to RONAY, or where a product is defective, damaged, incorrectly supplied or otherwise qualifies for a remedy under applicable law, RONAY will bear or reimburse the applicable return and delivery costs where required by law.

8. Refunds

All eligible returned products may be inspected before a refund is approved.

Once a refund has been approved, RONAY will process the refund to the original payment method where reasonably possible, unless another method is agreed with the customer or required by applicable law.

The time required for the refunded amount to appear in the customer's account may vary depending on the bank, card issuer or payment provider.

RONAY is not responsible for delays caused solely by the customer's bank, card issuer or payment provider after RONAY has correctly initiated the refund.

9. Exchanges and Replacements

Where appropriate, RONAY may offer an exchange or replacement, subject to product availability and applicable UAE law.

If a replacement product is unavailable, RONAY may offer another appropriate remedy, including a refund where required or agreed.

Voluntary change-of-mind exchanges remain subject to the eligibility requirements and exclusions set out in this Policy.

10. Customised, Private-Label and Made-to-Order Products

Customised, personalised, private-label and made-to-order products are generally non-cancellable and non-refundable once production has commenced, to the extent permitted by applicable law.

This restriction does not apply where a product is defective, damaged, incorrectly manufactured, unsafe or materially inconsistent with the specifications agreed with the customer, or where another mandatory legal remedy applies.

B2B orders may also be subject to separate terms contained in a quotation, purchase order, supply agreement or other written agreement between RONAY and the business customer.

11. Products Purchased From Third Parties

This Policy applies to products purchased directly from RONAY through ronay.ae or another direct RONAY sales channel.

Products purchased from an authorised retailer, spa, marketplace or other third-party seller should normally be returned to the original seller in accordance with that seller's applicable return procedure and applicable law.

This does not affect any obligation RONAY may independently have under applicable law.

12. Fraudulent or Abusive Returns

RONAY reserves the right, to the extent permitted by applicable law, to refuse fraudulent or abusive return requests, including claims involving:

  • Products not purchased from RONAY;

  • Products deliberately damaged after delivery;

  • Falsified or manipulated evidence;

  • Substitution of products;

  • False claims concerning missing or damaged goods; or

  • Repeated misuse of the returns process.

This provision will not be used to refuse or restrict a legitimate consumer claim.

13. How to Request a Return or Report a Problem

To request a return, report a damaged or defective product, or ask about a refund or replacement, please contact:

RONAY L.L.C-FZ
Dubai, United Arab Emirates
Email: sales@ronay.ae
Website: ronay.ae

Please include your order number and sufficient information about the request so that we can assist you efficiently.

Customers should not send products back without first contacting RONAY and receiving return instructions.

14. Applicable Law

This Refund & Return Policy is governed by the applicable laws of the United Arab Emirates.

Nothing in this Policy is intended to exclude, restrict or waive any consumer right or remedy that cannot lawfully be excluded or restricted.

If any provision of this Policy conflicts with a mandatory requirement of applicable UAE law, the mandatory legal requirement will prevail.