At Ali & Rama’s Gallery, we want you to be happy with your purchase. If you wish to return or exchange an item, please review the following conditions and contact us before sending any products back.
1. Return & Exchange Requests
All return, refund and exchange requests must be submitted within 24 hours (1 day) of receiving your order.
To submit a request, please contact us through WhatsApp or email and include:
- Your order details or proof of purchase.
- A clear photograph of the product.
- The reason for requesting a return, refund or exchange.
Our team will review your request and contact you to confirm the next steps and arrange the return or exchange, where applicable.
2. Return & Exchange Conditions
To be eligible for a return or exchange, the product must:
- Be in its original condition.
- Be unused and undamaged, unless the request concerns an item received in damaged condition.
- Be returned in its original packaging, where applicable.
- Be accompanied by proof of purchase.
Ali & Rama’s Gallery reserves the right to inspect returned products before approving a return, exchange or refund.
3. Return & Exchange Delivery Fees
For standard exchange requests where the product has no defect or issue, an additional delivery fee of 2.50 JOD applies.
If you receive an incorrect product or an item that was damaged during delivery, Ali & Rama’s Gallery will cover the associated return or exchange delivery costs. No additional delivery fees will apply to the customer in these cases.
4. Incorrect or Damaged Products
If your order arrives damaged during delivery or you receive an incorrect item, please contact us within 24 hours of delivery, providing a clear photograph of the product.
For products damaged during delivery, you may choose between:
- Exchange: We will arrange an exchange at no additional delivery cost.
- Refund: You may request a refund instead of an exchange.
Our team will review the submitted information and contact you to arrange the appropriate procedure.
5. Customized & Made-to-Order Products
Products that have been personalized, customized or made specifically according to a customer’s request are not eligible for return or exchange.
Exceptions apply if the product received is incorrect, defective or does not match the agreed order.
Any such issue must be reported within the specified request period, accompanied by a photograph of the product.
6. Refunds
Once a return request has been reviewed and approved, and the returned product has been received and inspected where applicable, the refund will be issued through the original payment method whenever possible.
Please note that the time required for the refunded amount to appear in your account may vary depending on your payment service provider and its processing procedures.
7. Before Returning an Item
Please do not send any products back before contacting us and receiving confirmation of the return or exchange arrangements.
For assistance or to submit a request, please contact:
Ali & Rama’s Gallery
Phone & WhatsApp: +962 79 567 7707
Email: [email protected]