Refund policy
Return & Refund Policy
We want every RA Creations, MADERA and ARQA order to arrive as expected. Please read the following conditions before requesting a return or exchange.
Returns
You may request a return within 14 days of receiving your order. To qualify, the item must be unused, in its original condition and packaging, and accompanied by proof of purchase.
To request a return, contact us at info@racreationseg.com before sending the item. If the return is accepted, we will provide the return address and instructions. Items sent without prior approval may not be accepted.
Change-of-mind return shipping costs are the customer’s responsibility.
Damaged, Defective or Incorrect Items
Please inspect your order upon delivery. If an item arrives damaged, defective or different from what you ordered, contact us promptly at info@racreationseg.com with your order details and clear photographs of the item and packaging.
Eligible defective or non-conforming items may be returned within 30 days of delivery. When a claim is approved, we will arrange an appropriate replacement or refund without additional cost to the customer.
Non-returnable Items
Returns cannot be accepted for:
• Custom-made, personalised or specially commissioned pieces that conform to the agreed specifications.
• Candles that have been lit, used or removed from protective packaging.
• Items damaged through misuse, improper handling or failure to follow the supplied care instructions.
• Items that are no longer in their original condition for reasons attributable to the customer.
• Gift cards, where applicable.
Natural variations in wood grain, colour, texture and handmade form are inherent characteristics of our work and are not considered defects.
Exchanges
To request an exchange, contact info@racreationseg.com. Once the original item has been inspected and the exchange approved, we will confirm availability and provide the next steps.
Because many RA Creations and MADERA pieces are handmade or one of a kind, an identical replacement may not always be available. In that case, we will offer an appropriate alternative or refund.
Refunds
We will notify you after receiving and inspecting the returned item. If approved, the refund will be issued to the original payment method within the period required by applicable law.
Your bank or payment provider may require additional time to process and display the refund.
Cancellations
To request an order cancellation or correction, contact us as soon as possible at info@racreationseg.com. Orders that have already entered production, been personalised or been dispatched may not be eligible for cancellation, subject to applicable consumer law.
Consumer Rights
This policy does not limit any mandatory rights available under Egyptian Consumer Protection Law No. 181 of 2018 or any other applicable law.
Contact
For return, exchange or refund questions, contact:
RA Creations
Email: info@racreationseg.com