Al Rafahia | Refund Policy

Last updated: April 21, 2026

At Al Rafahia, we are committed to ensuring your complete satisfaction with your purchase. This Refund Policy outlines the terms and conditions under which refunds, returns, and exchanges are processed.

Eligibility for Refunds

To be eligible for a refund, your item must meet the following conditions:

The item must be returned within 30 days of the purchase date
The item must be in its original condition, unused, and with all original packaging and tags attached
The item must not have been damaged due to customer misuse or negligence
Custom or personalized items may not be eligible for refund unless they are defective
Items purchased during sales or promotions may be subject to different return policies

Proof of purchase, such as an order confirmation email or receipt, is required for all refund requests.

Return Process

To initiate a return, please follow these steps:

Contact Us: Send an email to our customer service team at info@al-rafahia.co.za with your order number and reason for return
Receive Authorization: We will review your request and provide you with a Return Authorization (RA) number and return instructions
Package Your Item: Securely package the item in its original packaging, including all accessories and documentation
Ship the Item: Send the item back to us using a trackable shipping method. The return shipping address will be provided in the return authorization email
Receive Confirmation: Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund

Please note that return shipping costs are the responsibility of the customer, unless the item is defective or we sent you the wrong item.

Refund Processing

Once your return is approved:

Refunds will be processed within 5-10 business days after we receive and inspect the returned item
Refunds will be issued to the original payment method used for the purchase
You will receive an email confirmation once the refund has been processed
Depending on your bank or credit card company, it may take an additional 5-10 business days for the refund to appear in your account

Refund amounts:

You will receive a full refund for the product price, excluding original shipping costs
Original shipping fees are non-refundable unless the item is defective or we made an error
Return shipping costs will be deducted from your refund unless the return is due to our error

Exchanges

If you need to exchange an item for a different size, color, or style:

Contact us at info@al-rafahia.co.za to request an exchange
Follow the same return process outlined above
Once we receive your returned item, we will process the exchange and ship the new item
Exchanges are subject to product availability
Price differences will be charged or refunded accordingly

If the item you wish to exchange is no longer available, we will process a refund instead.

Non-Refundable Items

The following items are generally not eligible for refunds:

Custom-made or personalized items (unless defective)
Items damaged by customer misuse, accidents, or normal wear and tear
Items without proof of purchase
Digital products or downloadable content
Items returned after the 30-day return period
Gift cards or promotional vouchers
Items purchased from third-party sellers (subject to their individual policies)

Defective or Damaged Items

If you receive a defective or damaged item:

Contact us immediately within 7 days of delivery
Provide photos of the defect or damage
We will arrange for a replacement or full refund, including return shipping costs
You may be asked to return the defective item for quality control purposes

We apologize for any inconvenience and will work quickly to resolve the issue.

Order Cancellation Policy

You may cancel your order:

Before your order has been processed and shipped: Full refund will be issued
After your order has been shipped: Standard return policy applies
For custom orders: Cancellation may not be possible once production has begun

To cancel an order, please contact us as soon as possible at info@al-rafahia.co.za with your order number.

Late or Missing Refunds

If you haven't received your refund yet:

Check your bank account or credit card statement
Contact your bank or credit card company - it may take some time before your refund is posted
Check the email we sent you confirming the refund
If more than 15 business days have passed, please contact us at info@al-rafahia.co.za

We will investigate and resolve any issues with your refund promptly.