Refund & Return Policy
Our Commitment
At ShopAjwa, customer satisfaction is at the heart of everything we do. We take great care in ensuring that every abaya and hijab meets our quality standards before it is shipped. However, if you are not completely satisfied with your purchase, we offer a straightforward return and refund process in accordance with the policy outlined below.
Return Eligibility
We accept returns for eligible products within 7 days of receiving your order. To qualify for a return, the item must be in its original condition and meet the following requirements:
- Unused and unworn.
- Free from stains, perfumes, or damage.
- Original tags and packaging must remain intact.
- Accompanied by proof of purchase or order confirmation.
Items that do not meet these conditions may not be accepted for return.
Non-Returnable Items
For hygiene, safety, and quality reasons, certain products cannot be returned or exchanged unless they arrive damaged or incorrect.
These include:
- Items marked as Final Sale.
- Customized or personalized products.
- Gift cards and promotional items.
- Products that have been washed, altered, or worn.
- Items returned without original packaging or tags.
Please review product details carefully before placing your order.
Refund Process
Once we receive and inspect your returned item, our team will notify you regarding the approval or rejection of your refund. If approved, your refund will be processed using the original payment method within a reasonable timeframe, depending on your bank or payment provider.
Please note that shipping charges, customs duties, and other service fees (if applicable) are generally non-refundable unless the return is due to our error.
Exchanges
If you receive the wrong size, color, or a defective product, we will gladly assist you with an exchange, subject to product availability. Exchange requests should be submitted as soon as possible after receiving your order to ensure a smooth process.
To request an exchange, please contact our customer support team with your order number and clear photos of the item if necessary.
Damaged or Incorrect Items
We carefully inspect every order before dispatch. However, if your package arrives damaged or you receive the wrong product, please notify us within 48 hours of delivery.
When contacting us, please provide:
- Your Order Number.
- Clear photos of the product.
- Photos of the packaging (if damaged).
- A brief description of the issue.
Our team will investigate the matter promptly and arrange an appropriate solution, including a replacement or refund where applicable.
Return Shipping
Customers are generally responsible for return shipping costs unless the return is the result of:
- A damaged product.
- An incorrect item sent by ShopAjwa.
- A verified manufacturing defect.
We recommend using a trackable shipping service, as ShopAjwa cannot be held responsible for returns lost during transit.
Cancellation Policy
Orders may be canceled before they are processed or shipped. Once an order has been dispatched, it cannot be canceled and must instead follow the standard return procedure if eligible.
If you need to cancel an order, please contact us immediately after placing it.
Contact Us
If you have any questions regarding our Refund & Return Policy or need assistance with a return or exchange, our customer support team is always ready to help. We are committed to resolving every concern fairly, efficiently, and professionally to ensure your shopping experience with ShopAjwa is enjoyable and worry-free.