Refund policy

We want the process to be simple.

Received the wrong item?
Something arrived damaged?
Changed your mind after delivery?

Follow the guide below and our team will explain the next step.

The Wrong or Damaged Item Arrived

Send us:

  1. Your order number.

  2. A clear picture of the complete item.

  3. A close-up picture or video of the problem.

  4. A picture of the package and delivery label.

Keep the item unused and inside its original packaging until our team responds.

Choose Your Solution

Replace It

We collect the affected item and send the correct replacement.

The replacement depends on stock availability.

Exchange It With a New Purchase

Seen another RIMAL item you want?

Place a new order and we can collect the approved return when the new order is delivered.

This avoids arranging a separate collection.

Keep It

When the issue is minor, you may prefer to keep the item.

Depending on the situation, RIMAL may offer:

  • A future-order discount.

  • Store credit.

  • Partial compensation.

  • A replacement accessory.

This option is entirely your choice.

Return It

When you do not want a replacement, you may request a return.

If RIMAL confirms that the item was wrong, damaged or defective:

  • We arrange the collection.

  • The approved item value is refunded after inspection.

Changed Your Mind?

A change of mind means that the correct item arrived in good condition, but you later decided that you would prefer something else.

This may include:

  • Choosing another colour.

  • Selecting another size.

  • Changing the style.

  • No longer wanting the item.

  • Ordering the wrong variation yourself.

Contact us within seven days of delivery.

The item must still be:

  • Unused.

  • Unworn.

  • Unwashed.

  • Unaltered.

  • Free from scratches, marks and odours.

  • Complete with its tags, box and accessories.

  • Suitable to be sold again.

Change-of-mind requests are reviewed individually and are not automatically approved.

Change-of-Mind Exchange

For an approved preference exchange, the customer may be required to pay a service charge covering:

  • Collection.

  • Warehouse inspection.

  • Repacking.

  • Delivery of the replacement.

We will confirm the exact amount before arranging the exchange.

Change-of-Mind Return

When the correct item was delivered but the customer wants a refund instead of an exchange, the following may be deducted:

  • AED 30 return collection.

  • Delivery expenses already incurred.

  • Repacking and handling expenses.

  • Up to 30% of the item value when significant restocking is required.

  • The value of missing packaging, accessories or gifts.

The maximum deduction is not automatically applied to every return. It depends on the returned condition and the costs created by the return.

Different Products, Different Conditions

Watches

A watch cannot be returned for preference reasons once:

  • It has been worn.

  • Protective films have been removed.

  • The bracelet has been resized.

  • Links are missing.

  • The strap shows use.

  • It has been exposed to water.

  • The box or accessories are missing.

Operating problems may require technical inspection.

Shoes

Shoes must only be tried on indoors.

They cannot be returned for preference reasons if:

  • The soles are marked.

  • They were worn outside.

  • They have dirt or odour.

  • The shape has changed.

  • The box is missing or damaged.

The shoebox must not be used as the shipping package.

Bags, Wallets and Pouches

The item must keep its original shape and condition.

Returns may be rejected when there are:

  • Scratches.

  • Stains.

  • Odours.

  • Stretched compartments.

  • Missing straps.

  • Removed protective material.

  • Signs that the item was carried or used.

Free Gifts and Promotional Orders

Did your order include a free gift, bundle item or promotional product?

It must be returned with the main item.

When the gift is missing, used or not returned, its value may be deducted from the refund.

If an exchange changes the total order value, the original promotion may also be recalculated.

Refund Time

After approval, refunds are normally initiated within three to five working days.

Refunds may be processed through:

  • The original online payment method.

  • Bank transfer.

  • Store Credit

  • Another approved method.

Your bank or payment provider may take additional time to show the refunded amount.

We Cannot Accept

We may reject a preference return or exchange when:

  • The item has been used or worn.

  • Tags have been removed.

  • The item has been washed or altered.

  • Packaging or accessories are missing.

  • The product was damaged after delivery.

  • A different item is returned.

  • The request is submitted after the allowed period.

  • The item was marked as final sale.

  • The customer repeatedly fails to attend collection.

Do not send an item back before receiving approval and collection instructions from our team.