Raffae The Power Your Digital Life
Our Policy
Our Policy
Our Policy
Buyer Protection Policies
We offer 100% Buyer Protection Policy to our customers. Our Brand of trust clearly defines our values, promising the best online shopping experience to our customers.
1. Genuine Products
- Merchant guarantees to sell only genuine products to customers through www.Raffae.ae
- Manufacturer’s or Seller’s warranty (wherever applicable)
- Brand new products (except Refurbished & Unboxed Gadgets)
2. Secure Payments
- Customers’ Personal Data is kept Confidential
- All Online Transactions are secured by SSL (Secure Socket Layer)
3. Easy Returns, Replacements & Refunds
- Return/Replacement request for any Order should be submitted within 10 days of receiving the Product. However, in case of Damaged/ Missing/ Empty Packages/Wrong Product the request should be raised within 2 days of receiving the product.
- Refund/Replacement will be initiated only upon receiving of the product
- Replacement will depend upon the availability of the product
- In case the product was damaged while in your possession, ShopClues will not be under any liability to process the refund/replacement
- Damaged/ Missing/ Empty Packages/Wrong Products need to be returned within 2 days of receiving the product
- Order Replacement can be done in following cases:
-Wrong Size/ Color/ Style/ Quantity
-Missing Parts/ Accessories/Empty Packages
-Defective/ Damaged (if not under Manufacturer’s Warranty*)
-Not as per description - Return Package should have the original Price tag and Packaging slip
- Few products are Non-Returnable. Please refer to the product page for further reference
- For Manufacturer’s Warranty Products, you are required to visit the Brand Service Centre. For more queries, please refer to Return, Replacement & Refund policies
Shipping Policy
ShopClues promises ‘No Anxiety Shipping’ for all the products that you order. We ensure this by bringing together critical elements of shipment such as Packaging, Timely Delivery, Order Status Updates and Support from our trusted Logistics Partners. So once you have placed an order, be rest assured as we will look after everything. Also, timely delivery of the order is our utmost priority however, actual delivery depends upon availability of the product with the merchants, your shipping address, etc. We have collaborated with top Courier and Logistics Partners to assure that you receive your order on time. Each order is usually processed within 48 hours and we update you at every step, i.e. when the order is placed, processed, shipped, and delivered. If you have any questions during the process, feel free to reach our customer support.
- 1. How do I track my order? You can check the status of your order from your ShopClues “MyAccount” or from through. We ensure timely communication about your order status via Email / SMS under the following conditions:
- When your order is confirmed / processed / shipped / delivered
- When your order shipment is delayed
- 2. How long does it take to deliver the product after it has been dispatched?
- 3. How much do you charge for shipping the products?
- 4. My order is out for delivery, but has not reached?
- 5. What do I do if my product is delivered at the wrong address?
- 6. Why is my order not delivered within the expected delivery date?
- 7. Why have I received partial order?
- 8. Why does delivery time for the same product vary from seller to seller?
- 9. Why is delivery time different for different products?
- 10. I am unable to track my shipment. What should I do?
- 11. Can I change the Shipping Address?
- 12. Does ShopClues deliver internationally?
- 13. What if courier is not providing home delivery?
- 14. What is RTO?
- 15. What happens after an RTO is received by Raffae?
Cancellation Policy
Raffae ensures that your order is safely delivered to you within the promised delivery timeline. However, if you have ordered a wrong product you may cancel the order through your Raffae Account.
If it is Prepaid Order, the amount will be refunded to you in accordance with our Refund Policy. A cancellation request cannot be made after your order is dispatched.
Steps to follow
- Login to Raffae Account
- Go to My Orders> Cancel Order
3. Select “Reason for Cancellation” & click on “Cancel Order”
Please Note:
- If it is Prepaid Order, the amount will be refunded to you, in accordance with our Refund Policy
- A cancellation request cannot be made after your order is dispatched
ORDER CANCELLATION BY Raffae
Under some rare situations, Raffae or any of our sellers can also raise an order cancellation request. These situations could be –
- Product out of stock with the seller
- Restrictions on the number of products you can order, as per Terms & Conditions of any Offer/Discount
- Incorrect pricing or description of the product
- Payment fraud suspicion by our Credit & Fraud Avoidance Department
- Incorrect or Incomplete Buyer’s Address
- Non serviceability of Buyer’s address by our courier partners or sellers of the *Order Transfer Marketplace
*In case of order cancellation by a seller due to non-availability of the product, we would transfer your order to another seller, who can full fill your requirement. If your order is not fulfilled by our seller after your payment has been done, the paid amount will be refunded to you, in accordance with our Refund Policy. We will notify you at your registered email address if an order cancellation happens due to any reason. You can also learn about your order status. These situations could be –
Frequently Asked Questions
- 1. How can I cancel my order? You can cancel your order if it is not shipped. Please login to your Raffae account for initiating the cancellation & follow the given process: Sign-In -> My Account -> My Orders -> Cancellation Request.
- 2. Can I modify my order?
- 3. Can I change quantity of my order?
Return/Replacement Policy
We consistently work towards the protection of our customer’s interest. Hence, we offer you an easy and streamlined process to return products, whenever applicable.
1. How do I file a return request?
- You can file a return request from your account. Use the following steps: Sign In -> My Orders -> Request Return
- You can place a Return request within 10 days of order delivery. However, in case of Damaged/Missing/Empty Package/Wrong Product, the Return request should be filed within 2 days of delivery.
- Return request will be reviewed by .
- If required, request will be shared with the merchant for his/her approval.
- After approval, pickup of the product will be arranged through our courier partners.
- If our reverse pickup service is not available on your address, we will ask you to dispatch the product. The courier charges will be reimbursed by .
- After the product is received, it is verified against your claim and accordingly, Replacement or Refund is initiated. Please note that Replacement would depend upon the stock availability with the respective merchant
2. Under what conditions can I return/ replace my product?
- Returns/Replacement are accepted under the following cases –
- Wrong Product – Wrong color/ size/ style
- Wrong item ordered/ delivered
- Unsatisfactory Product – Inauthentic/ Low Quality/ Expired
- Defective Product – Manufacturing defect/ Non-functioning (Not applicable, if the product is under Manufacturer’s Warranty)
- Damaged Product – Physical damage/ Tampered product or packaging
- Wrong Quantity – Missing Products/ Parts
- No Invoice/Warranty Received – Available on Electronics only
- Empty packages
3. Under what conditions returns/ replacement request will not be accepted?
- Returns/ Replacement requests will not accepted under following cases –
- If Products are Altered/ Used
- If Product is Returned without Original Packaging (price tags, labels & accessories)
- If Serial Number is tampered
- For Defective product that is covered under Seller/Manufacturer’s Warranty or Reported after 10 days of the Delivery
- For Damaged/Missing/Empty Package/Wrong product that is reported after 2 days of the delivery
- For Products sold under specific promotions, details of which would be mentioned in the Product page and Terms & Conditions page
4. Which categories are not eligible for returns/ replacement?
- Categories not eligible for returns are as follows :
Category
Item’s that cant be returned
Car Accessories
Charger
5. What is the best time to place Return/ Replacement request?
- Return/Replacement request of the Product(s) should be initiated within 10 days of Order Delivery for Unsatisfactory product or in case of non-receipt of Invoice & Warranty (for Electronics only). However, under the following conditions, Return Request should be filed within 2 days of Delivery:
- Damaged Product
- Empty Parcel
- Missing Item
- Wrong Product
6. When do you initiate Pickup for Returns?
- Once your request to return an order is approved, a pickup will be initiated. Once return is approved for pick up, email will be sent to registered email id for pick up related details. Please keep the product ready with all tags & accessories. Kindly ensure proper packaging to avoid any damage during transit.
Please take care of the following points, while packing your product for Pickup –- Product should not be used/altered/ tampered
- Keep original price tag & packing slip intact
- Mention Order Number on the box
- Do not seal the box
- Mention the Order Number/Delivery Address on the package, before handing over the packet to our Pickup executive
- Keep the Courier Company’s receipt for tracking purposes
7. What do I do if my area does not have a reverse pick up service?
- If our reverse pickup service is not available at your address, we will ask you to dispatch the product. Return address will be notified to you in a separate email, along with the packaging instructions and required documents.
In case of Self-Shipment, will reimburse your courier charges (upto AUD 6) in form the Offer. Please take care of the following-- Mention the Order number/Delivery Address on the package, before handing it over to the Courier Representative
- Upload the courier receipt in My returns section or attach it on confirmation email received after return filing
- Track your Return Shipment on the Courier Company’s Website
8. How do I track the status of my Return request?
- Check the status of your Return at ‘My Accounts’ -> ‘My Returns’ Section and click on particular Return ID to view return details.
Every request received at is assigned a ticket number, for which an acknowledgement mail is sent to your registered email address. Please use your registered email ID and phone number for any further communication.
After receiving your Return Request, we will update you on the status i.e. Acceptance/Rejection of Reverse Pickup, Reshipment & Refund.
9. Can I track the status of Reverse Pickup?
- You can track the return current status via login to ‘My Account’ > ‘My Returns’. Click on particular return Id to check details.
10. How to claim Return/ Replacement for products under Seller/ Manufacturer’s Warranty?
- You can Claim for product’s warranty by calling or visiting the nearest Service Centre of the product’s Brand.
For any issues, please contact us . We would take your queries forward to the respective seller
*Some products are non-replaceable or non-returnable. Please check our Terms & Conditions page before making a purchase.
11. Do I need to pay the courier company to send my product back?
No, you don’t need to pay anything to the courier representative if we arrange the pickup of your product. In case your address is not serviceable by our courier service providers, you need to self-ship the product to us (address will be emailed to you). Courier charges will be reimbursed by us in form of CluesBucks. The courier charges eligible for reimbursement are up to AUD 6. For availing reimbursement of courier charges, upload the courier receipt in ‘My Returns’ section or attach it in the confirmation email received after filing the return.
12. How will I know that my Returned product has reached you?
You will receive an email from us within 24-48 Hours of Pickup, along with the Tracking details. You can track the package on Courier Company’s website. You can also track the status of your return request at ‘My Accounts’ -> ‘My Returns’ Section and click on particular Return ID to view the returned order details.
13. How much time does it take to replace an order?
We initiate the replacement or refund within 2 working days once we receive the product at our end.
Refund Policy
Raffae offers easy and quick Refund on your refund orders.
- 1. When do you process a Refund? Refunds are generally initiated in the following scenarios:
- When Prepaid Orders are cancelled by Customer/Seller/Raffae before delivery (Please read our Cancellation Policy)
- If our courier partner is unable to deliver the order
- If you wish to return the product, in accordance with our Return Policy
- 2. How will I get my Refund?
- 3. How long does it take to process Refund?
- 4. How long does it take to initiate a Refund?
- 5. When does a Refund get declined?
- 6. How do you process Refund for an order, purchased using a Gift Card?
- 7. How can I track the status of my Refund?
- 8. Will my shipping charges be refunded if I ship the product?