Return policy

Below are the instructions to follow if you wish to return a product purchased through the RAYA HALAL website. These instructions are presented to simplify the details described in the Site Terms and Conditions, which have the status of a distance contract and which define the rights and obligations of each party. They were accepted by you at the time you used the services of the RAYA HALAL website and placed the order.

To return a product, you can follow the instructions below:

1. send an email to contact@rayahalal.ro with the title “Return order ORDER NUMBER”;
2. the message must contain the following details used at the time of placing the order: customer name, phone number, product name, order number;
3. the message must also contain: the reason for the return and the way you want to make the return (return the value of the product or replace the product/exchange). If the phone number you wish to be contacted on is different from the one used when the order was placed, please mention it inside the message;
4. in the shortest possible time you will be contacted by phone or email by one of our operators. It will inform you of the necessary steps to return the product.

Additional notes:

• the product must not contain signs of wear or consumption. The product together with the manufacturer’s packaging must be properly packed, at least in another box or bag so as not to be damaged during transport, so that it does not show signs of damage caused by poor packaging;
• we will send you the address to which you must send the product when registering the return request;
• ship the product via a fast courier service of your choice (other than the Romanian Post), pay the shipping fee and specify the refund value: 0 (zero);
• send to the email address the bank account in which you request the return of the product’s value (if you chose cash on delivery). If the payment was made by online card payment, we are obliged to return the money to the account from which the payment was made;
• by law, we are required to refund your money within 30 days of receiving the product;
• according to OUG 34/2014 you have the right to return any product within 14 days of receiving it by courier. Returns beyond this period can only be made if they meet the warranty conditions of the product / service.

The cost of returning and/or replacing the product will be borne by RAYA HALAL only if the delivered product is defective or different from the one ordered. Otherwise, shipping costs are the responsibility of the User/Buyer (unless otherwise specified in the respective offer or under a specific promotion).

The following product categories cannot be returned unless they are sealed (unopened box) and the box shows no signs of having been opened inside. These limitations apply according to OUG 34/2014 art. 16, as follows:

• consumables;
• products that cannot be returned for health protection or hygiene reasons (care products / personal hygiene / personal accessories (earrings) / underwear);
• products which are, after delivery, according to their nature, inseparably mixed with other elements.

Within a maximum of 14 calendar days from the moment of receiving the package, you can request a refund of the amount paid, regardless of the reason for the return request. You can communicate your request in writing to contact@rayahalal.ro

RAYA HALAL reserves the right to investigate any return request and not to act on fraudulent or abusive return requests that occur after: consumption/ provision/ purchase of the good or service.

Refunds are made exclusively to the bank account that the customer has informed us about.