Returns & Exchanges
return & exchange
Return & Exchange Policy
At Ainah Rooh, we want you to feel confident about every purchase. If something is not right, please contact us so we can review your request.
Return Window
You may request a return or exchange within 15 days of the date your order was shipped. Please include your order number when you contact us.
Return Conditions
For a standard return or exchange, the item must be unused and in its original condition, with its tags and packaging where applicable. We will review the item after receiving it before approving a refund or exchange.
Incorrect, Damaged or Misrepresented Items
If an item arrives damaged, you receive the wrong product, or it is materially different from the condition or design promised to you, please contact us with your order number and clear photos. We will review the claim and arrange an appropriate resolution.
Handmade pieces may have slight variations that are part of their individual character. These do not affect claims where an item is materially different from what was promised.
Custom and Event Orders
If you have a concern about a custom or event order, please share the approved design or order details along with photos of the item. We will compare the finished piece with what was agreed and review your request fairly.
Return Shipping
For returns or exchanges of unused items, the customer is responsible for return delivery charges. If we confirm that an item was damaged, incorrect or materially different from what was promised, we will discuss the return arrangement with you as part of the claim resolution.
Please contact us before sending an item back so we can provide the correct return instructions.
Refunds and Exchanges
Once we receive and inspect the item, we will let you know whether your return or exchange has been approved. For an approved exchange, availability of the requested item will be confirmed before it is arranged. For an approved refund, we will confirm the refund method with you.
How to Request a Return or Exchange
Contact Ainah Rooh through the Contact page or our official WhatsApp and provide:
- Your order number
- The item you wish to return or exchange
- The reason for your request
- Clear photos if the item is damaged, incorrect or different from what was promised
We will guide you through the next steps.