Because RAWA is a food product, we can't resell anything that has left our control in an opened state. That isn't a policy preference, it's a food safety rule, and it shapes everything below.
Unopened products
You can return any unopened, unused carton with its seal intact within 10 days of delivery for a full refund of the product price.
Email info@byrawa.com with your order number and tell us what you're returning. We'll send you return instructions. Please don't ship anything back before you hear from us — unannounced returns are hard for us to match to an order.
Return shipping is Paid by Rawa. Original delivery charges aren't refunded unless the product was faulty or wrong.
Refunds go back to the original payment method within 8-10 working days of the carton reaching us. Your bank may take a few days more.
Opened products
We can't accept these back, and we won't resell them. But if something's wrong, we still want to know — email info@byrawa.com and tell us what happened. If the product is faulty, contaminated, past its date on arrival, or not what you ordered, we'll replace it or refund it, opened or not. Send a photo and your order number.
If it's simply that you didn't like the flavour, tell us that too. We can't refund it, but we'd rather hear it than not.
Damaged or incorrect orders
Photograph it and email info@byrawa.com within 3 days of delivery. We'll send a replacement at our cost. You don't need to return the damaged item unless we ask.
What we can't refund
- Opened cartons or sachets, except where the product is faulty, wrong, or past its date
- Products bought from a retailer or reseller rather than byrawa.com — go back to them
- Products stored outside the conditions on the carton
- Requests made after 10 days
Your statutory rights
Nothing here limits the rights you have under Saudi consumer protection and e-commerce law, including the right to withdraw from a distance sale. Where those rights and this policy differ, the law wins.
Anything unresolved
Email info@byrawa.com and put "Escalation" in the subject line. It comes to a person, not a queue.