Refund & Return Policy

Effective date: 8 September 2026
Last updated: 8 September 2026

At VisionRuya, we want every order to arrive beautifully presented and in perfect condition.

If you need help with your order, please contact us at contact@visionruya.com before returning any item.

1. Eligibility window

For UAE, GCC, MENA, North Africa, and other non-EU orders, you may request a change-of-mind return within 5 days of receiving your delivery.

To be eligible for a voluntary return, your item must:

• Be unused;
• Be in the same condition in which it was received;
• Be in its original packaging;
• Remain sealed in its original shrinkwrap, where applicable; and
• Include proof of purchase or your order number.

Returns must be approved before being sent back to VisionRuya.

2. Damages and issues

Please inspect your order as soon as reasonably possible after delivery.

If your order arrives damaged, defective, incomplete, incorrect, or materially different from its description, please contact us as soon as possible at contact@visionruya.com, ideally within 5 days of delivery, so that we can review the issue and make it right.

Please include:

• Your order number;
• Clear photographs of the product and packaging where relevant; and
• A short description of the issue.

Where appropriate, we may offer a replacement, refund, repair, or another suitable remedy in accordance with applicable law.

The suggested 5-day reporting period helps us investigate the issue quickly and does not limit any mandatory consumer rights available under applicable law.

3. Non-returnable items

Unless required otherwise by applicable law, we cannot accept voluntary returns for items that:

• Have been opened or unsealed;
• Have been used, written in, marked, or altered;
• Are not in their original condition;
• Are missing their original packaging or included materials;
• Were damaged after delivery due to customer handling;
• Are gift cards; or
• Were specifically identified as non-returnable before purchase.

4. Sale and promotional items

Only items purchased at regular price are eligible for voluntary change-of-mind returns.

Sale, discounted, promotional, or final-sale items are not eligible for change-of-mind returns unless they are defective, damaged, incorrect, or applicable law provides otherwise.

5. Refunds

Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved.

If approved, the refund will be issued to your original payment method within 10 business days.

Please remember that your bank, card issuer, or payment provider may require additional time to process and post the refund to your account.

Unless required otherwise by applicable law:

• Original shipping charges are non-refundable for change-of-mind returns;
• Return shipping costs are the customer’s responsibility for eligible change-of-mind returns; and
• Customs duties, taxes, import fees, clearance charges, or similar amounts paid directly to third parties are non-refundable by VisionRuya.

6. Late or missing refunds

If you have not received your approved refund, please first check your bank or card account.

Please keep in mind that your bank, card issuer, or payment provider may require additional time to process and post the refund.

If more than 15 business days have passed since VisionRuya approved your refund and you still have not received it, please:

• Contact your card issuer or payment provider;
• Contact your bank to confirm whether the refund is still pending; and
• Contact us at contact@visionruya.com if the refund still cannot be located.

7. Exchanges

We do not currently offer direct exchanges.

If your item is eligible for return, you may return it for a refund and place a new order separately.

If you received a damaged, defective, incomplete, or incorrect item, please contact us before placing another order so we can assist you.

8. Return shipping

If your return is approved, we will provide return instructions by email.

For eligible change-of-mind returns, the customer is responsible for return shipping unless applicable law provides otherwise.

We recommend using a tracked shipping service for all returns.

For damaged, defective, incomplete, or incorrect items, return shipping will be handled according to the circumstances and applicable law.

9. International returns

International customers may request eligible returns in accordance with this Policy.

For change-of-mind returns, the customer is responsible for:

• Return shipping;
• Customs or export documentation where applicable;
• Duties, taxes, clearance, or handling charges associated with the return; and
• Any other charges imposed by the courier or relevant authority.

International return shipping may be expensive, so we recommend reviewing the return cost before sending an item back.

10. Refused or unclaimed deliveries

If an order is returned to VisionRuya because:

• The customer refused delivery without a legally valid reason;
• The delivery address was incorrect or incomplete;
• The recipient could not be reached; or
• The parcel remained unclaimed,

reasonable original shipping, return-to-sender, customs, storage, address-correction, or redelivery costs may be deducted from any refund where permitted by applicable law.

This does not apply where the refusal or return results from a defective, damaged, incorrect, incomplete, or materially misdescribed product, or where applicable law provides otherwise.

Please see our Shipping Policy for additional delivery information.

11. EU customers

Where applicable, customers in the European Union may have additional mandatory rights under EU consumer law, including a 14-day withdrawal right for eligible distance purchases and remedies for faulty or non-conforming goods.

Nothing in this Policy limits any mandatory EU consumer rights that legally apply to your order.

12. Consumer rights

Nothing in this Refund & Return Policy limits or excludes any mandatory consumer rights available under applicable law, including applicable UAE consumer-protection law.

Where a product is defective, damaged, incomplete, incorrect, materially misdescribed, or otherwise covered by mandatory consumer-protection law, additional rights or remedies may apply.

13. Contact

For return or refund requests, please contact:

Siman FZC LLC, trading as VisionRuya
Business Centre
Sharjah Publishing City Free Zone
Sharjah, United Arab Emirates

Email: contact@visionruya.com

Please include your order number in your message so we can assist you more quickly.