Shipping Policy

Last Updated: September 2026

At RONAY, every order is prepared and handled with care to ensure that your products reach you in the best possible condition. This Shipping Policy explains how orders placed through our website are processed, dispatched and delivered.

By placing an order through our website, you acknowledge and agree to this Shipping Policy, subject always to your rights under applicable laws of the United Arab Emirates.

1. Order Processing

Orders are processed after successful payment confirmation and acceptance of the order by RONAY.

We aim to prepare and dispatch orders within 1–2 business days, excluding weekends, UAE public holidays and any periods of exceptionally high order volumes.

Orders placed after business hours, on weekends or on public holidays may be processed on the next business day.

Once an order has entered preparation or has been dispatched, changes to the delivery address or other order details may not be possible.

2. Delivery Within the UAE

RONAY currently delivers to addresses within the United Arab Emirates.

Estimated delivery times and any applicable shipping charges will be displayed at checkout before the customer completes the purchase.

Delivery times are estimates unless expressly stated otherwise. Delays may occasionally occur due to circumstances outside RONAY's reasonable control, including courier delays, weather conditions, public holidays, access restrictions, incorrect delivery information or other operational disruptions.

Where a delay materially affects the customer's ability to benefit from the product, the customer's rights under applicable UAE law shall remain unaffected.

3. Shipping Charges

Applicable delivery charges, if any, will be clearly displayed during checkout before payment is completed.

RONAY will not impose additional shipping or logistics charges after an order has been placed unless such additional charges arise from a change specifically requested or agreed to by the customer, to the extent permitted by applicable law.

4. Delivery Information

Customers are responsible for providing complete and accurate delivery information, including:

• Recipient name;

• Mobile number;

• Building or villa number;

• Street and area;

• Emirate; and

• Any access or delivery instructions reasonably required to complete delivery.

RONAY will not be responsible for delays or failed delivery resulting from incorrect, incomplete or outdated information supplied by the customer, except to the extent that the issue is attributable to RONAY or its service providers.

Customers should ensure that someone is available to receive the order at the delivery address where required.

5. Failed Delivery and Redelivery

If delivery cannot be completed because the customer is unavailable, cannot be contacted, refuses delivery without a legally valid reason, provides an incorrect or incomplete address, or otherwise prevents delivery, the courier may return the shipment to RONAY.

Where a further delivery attempt is requested and the failed delivery was attributable to the customer, RONAY may charge a reasonable redelivery fee, provided that the applicable fee is communicated to and accepted by the customer before redelivery.

Nothing in this section limits a customer's rights where delivery failure or refusal results from damaged, defective, incorrect or otherwise non-conforming goods or another circumstance for which the customer has a right to reject the goods under applicable UAE law.

6. Inspection Upon Delivery

Customers are encouraged to inspect their order as soon as reasonably possible after delivery.

If a parcel arrives visibly damaged, leaking, broken, opened or otherwise compromised, the customer should, where reasonably possible, photograph the outer packaging and affected product and contact RONAY promptly at sales@ronay.ae.

Photographs, videos, packaging and other supporting information may be requested to help RONAY investigate the issue with its delivery partner.

A request for supporting evidence does not limit any mandatory rights available to the customer under applicable UAE law.

7. Damaged, Defective, Missing or Incorrect Products

If a product is received damaged, defective, incomplete, incorrect or materially different from its description, please contact us as soon as reasonably possible at sales@ronay.ae, providing the order number and details of the issue.

Where reasonably available, photographs or videos of the product and packaging may assist us in resolving the matter quickly.

RONAY will assess the matter and, where required under applicable UAE law, provide the appropriate remedy, which may include replacement, refund or another remedy required by law.

This Policy does not restrict any statutory rights available to consumers under applicable UAE consumer protection or e-commerce legislation.

8. Heat-Sensitive Products

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

RONAY takes reasonable care in the preparation and handling of such products. Customers should collect or receive deliveries promptly and follow any storage instructions supplied with the product or displayed on the product packaging.

A temporary change in texture or consistency caused solely by normal temperature variation does not necessarily indicate that a product is defective or unsafe.

However, this provision does not exclude RONAY's responsibility where a product is damaged, unsafe or otherwise non-conforming due to circumstances for which RONAY is responsible under applicable law.

9. Risk and Delivery

RONAY remains responsible for fulfilling its delivery obligations in accordance with applicable UAE law and the terms communicated to the customer at the time of purchase.

A delivery may be considered completed when the shipment is delivered to the delivery address provided by the customer and accepted by the customer, an authorised recipient, building reception, concierge or another person reasonably authorised to receive deliveries at that address.

Where a customer specifically instructs the courier or RONAY to leave a shipment unattended at a designated location, any additional risk arising solely from following that instruction may be borne by the customer to the extent permitted by applicable law.

Nothing in this section excludes liability that cannot legally be excluded.

10. Delays Outside Our Reasonable Control

RONAY will not be responsible for delays caused solely by events outside its reasonable control, including severe weather, road closures, government restrictions, courier network disruptions, force majeure events or other exceptional circumstances.

Where reasonably possible, we will endeavour to keep affected customers informed.

Nothing in this section limits any mandatory consumer right arising from a delivery delay under applicable UAE law.

11. International Shipping

Unless expressly made available at checkout, orders placed through ronay.ae are currently intended for delivery within the United Arab Emirates.

If international shipping becomes available, applicable delivery charges, estimated delivery times and any relevant customs, duties, taxes or import requirements will be communicated as applicable.

12. Returns and Refunds

Shipping-related claims and returns are also subject to our Return & Refund Policy.

Where there is any conflict between this Shipping Policy and a mandatory right provided to a consumer under applicable UAE law, the applicable mandatory legal requirement will prevail.

13. Contact Us

For questions concerning an order, delivery or shipping issue, please contact:

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

Please include your order number when contacting us regarding an existing order.

14. Applicable Law

This Shipping 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 under applicable UAE law.