Returns & Refunds Policy

Exchange Assistance

Hassle-Free Returns & Refunds

At Ruh Qawia, each product is carefully handcrafted, packed with love, and shipped safely to reach you in perfect condition. Please review our shipping details below:

Eligibility for Returns/Refunds

  • Returns & Damaged Products: Returns are accepted only if the product arrives damaged or defective. We kindly request customers to inspect their orders immediately upon delivery.
  • Notification & Proof: To initiate a return or replacement, please notify us within 24 hours of receiving the product. You must provide clear unboxing photos or videos showing both the outer packaging and the product itself.
  • Eligibility: Claims submitted without proper proof or after 24 hours of delivery will not be eligible for replacement or refund. This ensures a fair and transparent process for all our customers.

Non-Returnable Items

  • Customized or Personalized Products: Candles, décor, or any other items that are customized or personalized cannot be returned, replaced, or refunded.
  • Used or Tampered Products: Products that have been used, burned, or tampered with are not eligible for return under any circumstances.
  • Natural Variations: Slight differences in color, fragrance strength, or the handmade finish are natural in artisanal products and do not constitute defects. These variations are part of the charm and uniqueness of each item.

Refund / Replacement Process

  • Write to us at 📧 ruhqawia@gmail.com within 24 hours of delivery.

  • Attach clear photos or videos showing both the damaged product and its packaging.

  • Our team will review your claim, and if approved, you will be offered either:

    1. Replacement of the same product (subject to availability)

    2. Replacement and Exchange policy
      We have 7 day replacement and exchange policy; if the replacement and exchange is accepted, the product will be delivered within 5 days.

  • Refunds will be credited to the original payment method within 7–10 business days after approval.

Shipping Charges

  • Non-Refundable Shipping Fees: The shipping charges paid at the time of purchase are non-refundable. This applies to all orders, regardless of the reason for return or cancellation. Shipping fees cover the handling, packaging, and courier services used to deliver your order safely.
  • Approved Returns: In cases where a return is approved by Ruh Qawia due to damaged or defective products, or any issue verified by our team, we will cover the cost of re-shipping the replacement item to ensure a smooth and hassle-free experience for our customers.
  • Incorrect Address or Failed Delivery: If the customer provides an incorrect, incomplete, or outdated address, or is unavailable to accept the delivery, the order may be returned to us. In such cases, re-shipping charges will apply, and refunds for the original order, including shipping fees, will not be issued. Customers are responsible for providing accurate contact and address details to avoid additional costs or delays.

Order Cancellations

  • Order Cancellations: Once an order is placed, it cannot be cancelled as most of our products are made-to-order and crafted specifically for you. This ensures each item is personalized and of the highest quality.
  • In rare cases where a cancellation request is made before the order is dispatched, acceptance of the request is entirely at Ruh Qawia’s discretion. We recommend reviewing your order carefully before confirming your purchase to avoid any inconvenience.

✨ We value your trust and ensure every order is handled with love and care. Thank you for supporting handmade! ✨