You can return most items within 14 days of delivery for a refund. This policy covers every order placed on rlwgroup.org.
The seller is RLW Group F.Z.C, Ajman Free Zone, United Arab Emirates. This policy does not affect your legal rights as a consumer.
Returns
You have 14 days from the day you receive your order to tell us you want to return it. You do not need to give a reason.
After you tell us, you have another 14 days to send the item back.
Condition of returned items
Items must come back unused and in the same condition you received them. Please include:
- The original box and packaging
- All tags and protective stickers
- Any accessories, spare links, cards or manuals that came with the item
You may open the item and check it, as you would in a shop. If it has been handled more than that, we may reduce the refund to cover the loss in value.
Faulty, damaged or wrong items
If your item arrives faulty, damaged or is not what you ordered, we will replace it or refund you in full. We also pay the return postage.
Please email us as soon as you can with your order number and clear photos of the problem.
How to return an item
Email us first so we can give you the return address.
- Email arwukuk@gmail.com with your order number and the item you want to return.
- We reply within 2 working days with the return address and instructions.
- Pack the item safely in its original packaging.
- Send it with a tracked service and keep your proof of postage.
You pay the return postage, unless the item is faulty, damaged or wrong. Please do not send items back without contacting us first.
Refunds
We refund you within 14 days of receiving the returned item. The refund goes back to the payment method you used for the order.
Your bank may take a further 3 to 5 working days to show the money in your account.
If you return your whole order, we also refund the standard delivery charge. Any extra you paid for express delivery is not refunded.
Exchanges and cancellations
We do not offer direct exchanges. To swap an item, return it for a refund and place a new order.
You can cancel an order for a full refund any time before it is sent. Email us as soon as possible with your order number. If the order has already been sent, you can return it once it arrives.
Items that cannot be returned
Unless the item is faulty, we cannot accept returns of:
- Items that have been worn, used or damaged after delivery
- Watches that have been resized or had links removed
- Personalised or engraved items
- Earrings and other pierced jewellery once the hygiene seal is broken
Contact us
For any return or refund question, contact us and we will reply within 2 working days.
- Email: arwukuk@gmail.com
- Company: RLW Group F.Z.C, Ajman Free Zone, United Arab Emirates