Refund policy

Please read our refund and return policy carefully before making your purchase. This policy applies to UK customers purchasing online. Nothing in this policy limits your statutory consumer rights.

RETURNS AND CANCELLATIONS

  • You may cancel an eligible online order without giving a reason, including for change of mind or incorrect sizing. Tell us within 14 days after the day you or your nominated recipient receives the goods. If one order is delivered in separate parts, the period runs from receipt of the last item. You may also cancel before delivery.
  • Email official@royalibaas.com with a clear statement that you wish to cancel, preferably including your name, order number and the items concerned. You may also notify us by any other clear statement; a particular form is not compulsory.
  • Contact us for the return address and instructions. We will provide these promptly. This is to arrange the return, not to obtain approval for your statutory cancellation. A delay in our response will not be used to reduce your statutory rights.
  • Send the goods back without undue delay and within 14 days after notifying us of cancellation.
  • Please ensure you review your order carefully before checkout.

DAMAGED OR DEFECTIVE ITEMS

  • If you receive a product that is damaged, defective or incorrect, please contact us as soon as possible, ideally within 7 days of receiving your order, at official@royalibaas.com. This is a request to help us resolve problems quickly, not a deadline that limits your legal rights.
  • Include a detailed description of the issue and, where possible, photos of the product and packaging.
  • Goods must be of satisfactory quality, fit for purpose and as described. You normally have 30 days after delivery to reject goods that do not meet these standards for a full refund.
  • Your rights continue after 30 days. You may be entitled to a repair or replacement at no cost, followed where legally applicable by a price reduction or refund if the remedy is unsuccessful, unavailable or not provided within a reasonable time without significant inconvenience.
  • We cover reasonable return costs for faulty, damaged-on-arrival or incorrectly supplied goods. Refunds following a statutory rejection are issued without undue delay and within 14 days of agreeing your entitlement.

RETURN GUIDE

Condition of the Item

  1. You may inspect and try on your garment as you would in a shop. Please do not wear it beyond trying it on, wash or alter it if you intend to return it for a change of mind.
  2. Please keep it free from avoidable damage, stains and perfume or body odours.
  3. Please retain tags and original packaging where possible. Missing tags or packaging do not automatically remove your statutory rights.

Packaging

  • Please package your return securely to protect it in transit. You may reuse our zip-lock bag if available, or use other suitable protective packaging.

Shipping

  • Contact us for the return details. Tracked postage is recommended, but is not compulsory for exercising your statutory rights. Please keep proof of posting.
  • You pay the direct return postage cost for a change-of-mind return, provided this was disclosed before purchase. This does not apply to the reasonable return costs of faulty or incorrectly supplied goods.

Inspection

  • We inspect returned items. For change-of-mind returns, where the law permits, we may deduct a proportionate amount for loss in value caused by handling beyond what is necessary to establish the garment's nature, characteristics and fit.
  • We will explain any deduction. We do not automatically refuse statutory returns because an item has been opened or tried on, or charge a restocking fee.

REFUNDS

  • For a cancellation, we refund without undue delay and within 14 days of receiving the returned goods or evidence that you sent them back, whichever is earlier. If no goods have been dispatched, we refund within 14 days of your cancellation notice.
  • When you cancel the whole order, we also refund the cost of the least expensive standard delivery option offered. We do not have to refund the additional cost of a premium delivery service you chose.
  • Refunds are made to your original payment method unless you expressly agree otherwise, without a refund fee. You do not have to accept store credit instead of a statutory refund.

EXCHANGES

For a different size or colour, you may return an eligible item under the cancellation terms above and place a new order, subject to availability. This does not affect your right to a replacement for faulty goods.

IMPORTANT NOTICE

  • Sale items have the same statutory rights as full-price items.
  • Ordinary abayas are not excluded from change-of-mind returns simply because they are delicate or for general hygiene reasons.
  • A change-of-mind exception may apply to genuinely personalised or made-to-measure garments, where explained before purchase. Choosing a standard size or colour does not by itself make a garment personalised. Rights relating to faulty or incorrectly described goods still apply.
  • Contacting us helps us arrange your return, but prior approval is not a condition of exercising statutory rights.

We appreciate your understanding and cooperation. If you have any questions about our policy, please do not hesitate to reach out to us at official@royalibaas.com.