Returns Policy

1. What is your policy on returns?

We understand that you may occasionally wish to return your purchases. We'll be happy to help you with the process.

We do not accept:

- Returns can be initiated online only. We do not support returns in stores.

- Products damaged by misuse or showing signs of wear, even if they are still under warranty.

- Products that have been used, altered, assembled or installed, unless they are defective.

- Lingerie or Jewellery, if their packaging has been opened. Of course, we will take back defective products.

- Toiletries and perfumes.

- Bedding, bath products, kids' products, pillows, sheets, comforters, bed-in-a-bag, duvets, duvet covers, memory foam, towels and bathrobes that have been removed from their packaging.

- Products you wish to exchange for a different color or size. (We currently do not offer an exchange service which means that you will need to return the product first and purchase what you wish instead).

Please return your products in their original packaging, within 14 days of delivery. Double-check that you've included the original invoice, all the accessories, promotional gifts and warranty cards that came with your order.

2. Can I return part of a promotional purchase, where the discount was calculated on the total cost of my purchase?

Yes, you can return items that were originally part of a promotion, but you will lose out on the discount.

3. What if I want to return a product that was a part of Buy 1 and Get 1 Free offer or a Bundle Promo?

If you want to return part of such an order, call Customer Service or return the product to our store. Please note, you will only be able to place an online return request if you're returning the entire order. 

Here's how your refund works: 

Once we receive all the products we will issue the refund to your credit card, bank account, or Tabby account as the case may be. 

If you paid by cash, here's how your refund works:

- If you return your order by calling Customer Support, you can ask for a bank transfer, a refund wallet as store credit 

- If you return to store, you will receive your refund as a Store Credit or a refund to your bank account upon submission of your bank account details with our customer support team

- If you place an online return request, you will receive your refund as a Store Credit or a refund to your bank account upon submission of your bank account details with our customer support team.

4. What if I want to return part of an order that came with a voucher?

Whether you return your order partially or fully, your voucher will be cancelled. You will however, receive a refund for your return.

If you've already spent your voucher, the value of the voucher will be deducted from your refund.

5. My original order was AED 100 or more, so I qualified for free shipping. Do I still get free shipping If I return all or part of my order?

Yes, you will. We will not deduct shipping charges from your refund. 

6. Can I exchange my purchase for another product?

We do not support Exchanges currently. You'll be able to only return your R&B products online, and use your cash refund or Store Credit to buy a new product online.

7. If I pay for my order with a Credit or debit Card, how long will it take to process my refund?

If you've paid by Credit or Debit Card, here's how long it will take:

• 2-3 business days to receive your returned items.
• 2 business days to perform a quality check and issue the refund.
• Your bank or card issuer may take an additional 4-15 business days to process the transaction.

8. I paid for my order by Cash on Delivery. Can I return the products and get a cash refund?

Your Cash on Delivery charge will only be refunded if you return your entire order.

Here’s how it works:

• Call for a pickup – You can ask Customer Support to transfer your refund to your bank account or opt for a refund to your wallet as store credit or a bank transfer can be initiated provided if you share the bank account details with our customer support team. Guest users can opt for a bank transfer by sharing the bank account details with our customer support team. 

• Online return – We’re sorry, we won’t be able to offer you a cash refund. However, you can opt for a bank transfer by submitting your bank account details with our customer support team. The bank transfer may take 7-15 business days. You can also opt for getting the refund in your wallet as store credit.

• Store Credit in your wallet can only be used online.

9. I paid for an order using only store credits, and then cancelled the order. Can I      use the store credit again?

Sure. You can use the store credit again after an email confirmation from us.

10. I paid for part of my order with Store Credit and requested to pay the balance using Cash on Delivery. I cancelled the order before it arrived. How will my refund be processed?

You’ll receive a refund for the same amount to your wallet as store credit. You can then use your store credit balance to shop online at randbfashion.com. 

11. I paid for an order using a Store Credit and a Credit or Debit Card, but I want to return a part of my order. How is my refund processed?

If you want to return a part of your order, we will issue a refund to your wallet as store credit. The rest of the amount will be refunded to your Credit or Debit Card.

This could work in the below manner:

Imagine an order with three products worth AED 20 each, having a total value of AED 60. The order was paid for with a Credit Voucher / Store Credit worth AED 30 as well a Credit or Debit Card. If you return two products, your refund of AED 40 will be split between a Credit Voucher, worth AED 20 (refund of AED 10 for each product) and a Credit or Debit Card refund worth AED 20 (refund of AED 10 for each product).

12. I paid for part of my order using either Store Credit or a credit voucher and the rest of it with a Credit Card, Debit Card, PayPal or Tabby. I want to return the entire order now. How is my refund processed?

No problem. After we verify your returns, we'll credit back the balance you spent through store credit wallet. 

If you're a guest user and used a Credit Voucher, we will issue a new voucher for the same amount as your existing one. Your new Credit Voucher will be valid for 12 months from the date of issue, and can only be used to shop online.

The remaining amount will be refunded to your Wallet,Credit Card, Debit Card, or Tabby account, depending on your payment method.

13. I’ve just returned my Cash on Delivery order. Will my Cash on Delivery charge be refunded?

It depends on whether you return your order fully or partially. If you return the entire order, your Cash on Delivery charges will be refunded. If you return only part of your order, your Cash on Delivery charges will not be refunded.

14. If I returned the product to store, can I receive my refund partly in cash, and the remaining as store credit?

No, we're sorry, you will not be able to split your refund in any way.

If you've paid by cash, you can opt for a store credit or share your bank account details for us to initiate the bank transfer. You can do so, by reaching out to our customer support at [email protected]

If you've paid by card, you'll receive a refund to your card.

15. If I decide I don't want my order when it's being delivered, can I return it directly to your delivery partner?

Yes, you can return your order at the time of delivery.

16. Will my VAT be refunded when my products are returned?

Yes, your VAT will be refunded to you. Just make sure that you include your invoice when you make a return.