Last updated: 2:29 PM Tuesday, 19 November 2024
We understand that sometimes a purchase might not meet your expectations, and we aim to make the return, refund, and exchange process as clear and easy as possible. Below are the details of our policy for both online and in-store purchases.
1. Return Policy
We offer a 15-day return policy from the date you receive your item. To qualify for a return, the item must meet the following conditions:
- The product must be unused and in the same condition as it was when received.
- The product must be in its original packaging with all original tags and labels intact.
- You must have the original receipt or proof of purchase.
To initiate a return, please contact our customer support team at support@rotai.ae with your order details. Once the return request is received, our team will guide you through the process.
2. Damages and Issues
Upon receiving your order, please inspect it carefully. If any items are damaged, defective, or if you have received an incorrect product, please notify us immediately. We will assess the issue and take appropriate action, which may include providing a replacement, repair, or full refund.
Please note that claims related to damages or wrong items must be made within 48 hours of receiving your package.
3. Exchanges
We offer a one-time exchange for items that meet the following criteria:
- The item must be in the same condition as received, unused, and in its original packaging.
- Exchanges are allowed for items of equal value or a higher-priced item, for which you will need to pay the price difference.
If the exchanged item does not meet your expectations, you have the option to return it under our standard return policy. Please note that exchanges are subject to product availability.
4. Refunds
Once your returned item has been received and inspected, we will notify you of the approval or rejection of your refund. If your return is approved, we will process the refund to your original payment method within 10 business days.
Please be aware that your bank or credit card provider may take additional time to process and post the refund to your account. If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at support@rotai.ae.
5. Bank Charges
In the event of a refund, any transaction fees charged by the bank or payment provider at the time of purchase will be deducted from the refund amount. These fees are based on the policies of the bank or payment service and can vary. You will be responsible for any charges related to the refund that are charged by your bank or credit card provider.
6. Refunds for Installment Plan Purchases
If you purchased your item through an installment plan, such as Tabby, Cashew, or other "Buy Now, Pay Later" services, please note that a 7% transaction fee will be applied to the refund amount. This fee covers administrative costs and transaction charges from the payment provider.
For refunds processed through installment plans, we recommend contacting the payment provider directly for any specific terms that may apply.
7. Non-Refundable Items
Certain items are exempt from being returned or refunded. These include:
- Items that have been opened, used, or damaged after delivery.
- Custom-made or personalized products.
- Gift cards or items marked as non-returnable.
Please check the product page carefully for specific return conditions before making your purchase.
8. Process for Returning Items
To ensure that your return is processed smoothly, please follow these steps:
- Contact our customer support team at support@rotai.ae with your order details.
- You will be provided with a return authorization number and instructions on how to return the item.
- Pack the item securely in its original packaging, including all accessories, manuals, and tags.
- Ship the item back to us, using a trackable shipping service. You are responsible for the cost of return shipping unless the return is due to our error (e.g., defective item or wrong product).
Please note that we are not responsible for items lost or damaged in transit, so we recommend using a shipping service with tracking and insurance.
9. Cancellations
If you wish to cancel an order, please contact us immediately at support@rotai.ae. Cancellations can only be processed if the order has not yet been shipped. If the item has already been shipped, the return policy will apply.
10. Shipping Fees
Shipping charges are non-refundable. If you receive a refund for a returned item, the shipping fee you paid at checkout will be deducted from your total refund amount unless the return is due to an error on our part.
11. Late or Missing Refunds
If you have not received a refund yet and it has been more than 10 business days since it was processed, please first check with your bank or credit card provider. If there is no update, please contact us at support@rotai.ae so we can further investigate.
12. Changes to the Return & Refund Policy
We may update our Return & Refund Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. Any changes will be posted on this page, and the “Last Updated” date at the top of the page will be revised. Please review the policy periodically for updates.