Last updated: 26 August 2026
This Return & Refund Policy applies to products purchased directly through riouae.com for delivery within the United Arab Emirates.
Return Eligibility
We accept returns only when a product:
- Is defective;
- Arrives damaged; or
- Is different from the product ordered.
The return request must be submitted within 7 calendar days of delivery. The customer must provide proof of purchase and clear details or photographs showing the issue.
The product must not be used further after discovering the issue and should be retained in its original packaging with its labels, batch information, accessories, and documentation whenever possible.
Non-Returnable Products
We do not accept returns for:
- Change of mind or incorrectly ordered products;
- Products that have been opened, used, partially consumed, altered, or improperly stored, unless the reported defect could not reasonably have been identified before opening;
- Special-order, customized, or made-to-order products; or
- Products damaged due to incorrect handling, storage, transportation, or use.
These conditions do not limit any rights available under applicable UAE law regarding defective, damaged, or incorrectly supplied products.
How to Request a Return
To request a return, please contact us before sending the product and provide:
- Your order or invoice number;
- The product name and product code;
- The batch number, if available;
- A description of the issue; and
- Supporting photographs or documents.
Please do not return or ship any product without receiving written return instructions from RIO Middle East Trading LLC. Chemical or regulated products must only be transported according to the applicable safety and transportation requirements.
Return Costs
RIO Middle East Trading LLC will cover reasonable return costs for approved defective, damaged, or incorrectly supplied products. No restocking fee applies to an approved return.
Refunds
Returned products will be inspected after receipt. If the return is approved, the refund will be processed to the original payment method within 10 business days. Additional processing time may be required by the customer’s bank or payment provider.
Exchanges
We do not offer direct product exchanges through the website. Approved returns will be handled by refund, subject to this policy and applicable law.
Business Orders
For purchases made under a separate quotation, purchase order, supply agreement, or contract, the agreed commercial terms will apply, subject to applicable law.
Contact Us
RIO Middle East Trading LLC
Office M-01, Mozna Building, Al Nahda Road, Dubai, United Arab Emirates
Email: [email protected]
Phone: +971 4 261 0202
