Refund & Return Policy

1. Overview

This Refund and Return Policy ("Policy") governs all purchases made through the Romeo & Juliet Beauty Lounge online store, website, and web application ("Online Store"). This Policy has been prepared in compliance with the UAE Federal Law No. 15 of 2020 on Consumer Protection, Cabinet Resolution No. 66 of 2023 (Executive Regulations), and all applicable e-commerce regulations of the United Arab Emirates.

Due to the nature of beauty, cosmetic, and personal care products, and in accordance with health and hygiene standards enforced by Dubai Municipality and the Dubai Health Authority (DHA), specific conditions and restrictions apply to returns and refunds as detailed herein.

IMPORTANT: By placing an order through our Online Store, you acknowledge and agree to the terms of this Policy. We encourage you to read this Policy carefully before making a purchase.

2. General Return Conditions

We accept returns of products purchased through our Online Store subject to ALL of the following conditions being met:

2.1 Return Window

Return requests must be submitted within seven (7) calendar days from the date of delivery. Returns initiated after this period will not be accepted, except in cases of manufacturing defects or products that do not conform to their description, as required by UAE Consumer Protection Law.

2.2 Mandatory Conditions for Return Eligibility

To be eligible for a return, all of the following conditions must be satisfied:

• The product must be unused, unopened, and in its original sealed packaging
• All original labels, tags, safety seals, shrink wrap, and tamper-evident closures must be intact and unbroken
• The product must be in its original condition, free from any damage, marks, or alterations
• The product must be returned in its original outer packaging and any accompanying accessories, samples, or promotional items must be included
• A valid proof of purchase (order confirmation email, invoice, or receipt) must be presented
• A completed Return Request Form (available on our website or provided upon request) must accompany the return

IMPORTANT: Products that have been opened, used, tested, swatched, applied, or had their seals broken CANNOT be returned or exchanged for health and hygiene reasons, in compliance with Dubai Municipality health regulations. This condition is non-negotiable and exists to protect the health and safety of all our customers.

3. Non-Returnable Products and Exclusions

The following categories of products are EXCLUDED from returns and refunds under all circumstances (except where the product is defective or materially different from its description):

• Opened, unsealed, used, swatched, or tested beauty, cosmetic, and personal care products, including but not limited to skincare, makeup, hair care, nail products, fragrances, and body care items
• Products with broken, tampered, or missing safety seals, shrink wrap, or tamper-evident packaging
• Perishable goods and products with a limited shelf life where the product has been stored improperly by the customer
• Gift cards, e-gift vouchers, and store credit
• Products purchased during clearance, final sale, or liquidation promotions (clearly marked as non-returnable at the point of sale)
• Personalised, customised, or made-to-order products
• Bundled sets, gift sets, and promotional kits where the seal of the set or any individual item within the set has been broken
• Intimate personal care products and hygiene items where the sealed packaging has been opened
• Electrical or electronic beauty tools and devices where the packaging has been opened (unless defective)
• Free samples, promotional items, and complimentary products
• Products not purchased directly from the Romeo & Juliet Beauty Lounge Online Store

4. Defective, Damaged, or Incorrect Products

In accordance with UAE Consumer Protection Law, we take full responsibility for products that are delivered in a defective, damaged, or materially non-conforming condition. If you receive such a product, the following applies:

4.1 Reporting Timeframe

You must notify us of any defect, damage, or discrepancy within forty-eight (48) hours of receiving the product. Failure to report within this timeframe may affect our ability to process your claim, though your statutory rights remain unaffected.

4.2 Evidence Required

To process a defective or damaged product claim, you must provide:

• Your order number and date of purchase
• Clear photographs of the defective or damaged product, including the packaging, labels, and any visible damage
• A written description of the defect or issue
• Photographs of the outer shipping packaging showing any transit damage (if applicable)

4.3 Our Obligations

Upon verification of a valid defective, damaged, or incorrect product claim, we will, at our discretion, offer one of the following remedies:

• Replacement: We will ship a replacement product of the same item at no additional cost, subject to availability
• Store Credit: If the product is unavailable, we will issue store credit equivalent to the full purchase price of the defective item, valid for twelve (12) months from the date of issue
• Refund: Where neither replacement nor store credit is feasible or acceptable, a refund will be processed to the original payment method

The remedy offered will be determined at our sole discretion, taking into account the nature of the defect and product availability, provided that the chosen remedy complies with applicable UAE consumer protection requirements.

4.4 Inspection and Verification

All returned products claiming defect or damage will be subject to inspection and verification by our quality assurance team. If the inspection reveals that the product is not defective, was damaged due to customer misuse or improper storage, or does not meet the conditions stated herein, the return will be declined and the product will be returned to you at your expense. Our determination shall be final, subject to your right to escalate a complaint to the relevant consumer protection authority.

5. Return Process

To initiate a return, please follow these steps:

• Submit a Return Request: Contact our Customer Service team via email at info@rjbeautylounge.com or through the Return Request Form on our website within the applicable return window. Include your order number, the item(s) you wish to return, and the reason for the return.
• Return Authorisation: Our team will review your request and, if eligible, issue a Return Merchandise Authorisation (RMA) number within two (2) business days. No returns will be accepted without a valid RMA number.
• Pack and Ship: Securely package the product in its original packaging with all accessories, samples, and documentation. Clearly mark the RMA number on the outer packaging. Ship the product to the address provided in the RMA confirmation.
• Inspection and Processing: Upon receipt, our team will inspect the returned product within five (5) business days. You will be notified of the outcome via email.

5.1 Return Shipping Costs

• Defective, Damaged, or Incorrect Products: Return shipping costs will be borne by Romeo & Juliet Beauty Lounge. We will arrange a prepaid return shipping label or reimburse reasonable return shipping costs.
• Change of Mind / Non-Defective Returns: The customer is solely responsible for all return shipping costs. We recommend using a trackable shipping method with insurance, as we are not responsible for products lost or damaged in return transit.
• Salon Drop-Off: Eligible returns may be dropped off at our salon location during operating hours at no additional cost.

6. Refund Policy

6.1 Refund Methods and Priority

Upon approval of an eligible return, refunds will be processed according to the following priority:

• First Priority – Store Credit: A store credit will be issued to your account on our Online Store, valid for twelve (12) months from the date of issue. Store credits are non-transferable and non-redeemable for cash.
• Second Priority – Original Payment Method: If you expressly decline store credit, or where store credit is not feasible, a refund will be processed to the original payment method used at the time of purchase.

6.2 Refund Processing Times

• Store Credit: Issued within two (2) business days of return approval
• Credit/Debit Card Refunds: Processed within seven (7) to fourteen (14) business days from the date of return approval. The actual credit to your account may take additional time depending on your bank or card issuer.
• Cash on Delivery (COD) Refunds: Processed via bank transfer within seven (7) to fourteen (14) business days. You will be required to provide valid bank account details.
• Digital Wallet Refunds: Processed within seven (7) business days to the original digital wallet used for payment.

6.3 Refund Deductions

The following deductions may apply to your refund:

• Original Shipping Charges: Shipping fees paid at the time of purchase are non-refundable, except where the return is due to our error (wrong item shipped, defective product, or material non-conformity).
• Restocking Fee: A restocking fee of up to fifteen percent (15%) of the product price may be deducted for non-defective returns where the product shows signs of handling beyond what is necessary to determine the nature and characteristics of the product.
• Promotional Discounts: If the returned product was purchased using a discount code, promotional offer, or as part of a bundle, the refund amount will be adjusted to reflect the actual price paid after the discount. If a return causes the remaining order to fall below the threshold for a promotional offer, the discount difference may be deducted from the refund.

6.4 Partial Refunds

A partial refund may be issued in the following circumstances:

• The product shows evidence of use or handling beyond reasonable inspection
• The product is returned without original packaging, accessories, or accompanying items
• The product is returned outside the seven (7) day return window but within fourteen (14) days, and we elect to accept the return as a goodwill gesture

The amount of any partial refund shall be determined at our sole discretion, taking into account the condition of the returned product.

7. Exchanges

We offer exchanges for eligible products subject to the same conditions as returns outlined in Sections 2 and 3. Exchanges are subject to product availability. If the requested exchange product is:

• Same price: The exchange will be processed at no additional cost
• Higher price: You will be required to pay the price difference before the exchange product is shipped
• Lower price: The difference will be issued as store credit

Exchange requests must be submitted within the seven (7) day return window. Only one exchange per order item is permitted. If you wish to return the exchanged product, it will be treated as a new return subject to all conditions of this Policy.

8. Order Cancellations

8.1 Cancellation Before Dispatch

You may cancel an order free of charge at any time before the order has been dispatched. Cancellation requests must be submitted via email to info@rjbeautylounge.com or through your account on our Online Store. If cancellation is confirmed before dispatch, a full refund will be issued to the original payment method within five (5) business days.

8.2 Cancellation After Dispatch

Once an order has been dispatched, it cannot be cancelled. You may, however, refuse delivery upon receipt and initiate a return in accordance with the conditions set out in this Policy. In such cases, original shipping charges are non-refundable, and return shipping costs will be borne by you.

8.3 Cancellation by Romeo & Juliet Beauty Lounge

We reserve the right to cancel an order at any time before or after acceptance for the following reasons:

• Product unavailability or stock discrepancies
• Pricing errors or technical errors on our Online Store
• Suspected fraudulent or unauthorised transactions
• Inability to verify your identity or payment information
• Non-compliance with these Terms or any other applicable policies

In the event of cancellation by us, a full refund will be issued promptly to the original payment method.

9. Product Warranty and Quality

All products sold through our Online Store are guaranteed to be authentic, genuine, and sourced from authorised distributors. All cosmetic and personal care products are registered with Dubai Municipality and comply with applicable ESMA (Emirates Authority for Standardization and Metrology) standards.

We warrant that products sold through our Online Store will be free from manufacturing defects and will conform to their product descriptions at the time of delivery. This warranty does not cover damage caused by misuse, improper storage, exposure to extreme conditions, or normal wear and tear.

In the event a product is found to be defective as defined under UAE Consumer Protection Law, we will fulfil our obligations as set out in Section 4 of this Policy. If the same defect occurs three (3) times within the first year, you are entitled to a full refund or replacement as required by law.

10. Promotions, Sale Items, and Special Offers

• Products purchased during promotional campaigns, seasonal sales, or with discount codes are subject to the same return conditions as full-price items, unless expressly stated otherwise at the time of sale
• Products explicitly marked as "Final Sale," "Clearance," or "Non-Returnable" at the point of purchase are not eligible for return or refund, except where the product is defective or materially non-conforming
• Buy-One-Get-One (BOGO) and bundled promotional offers: If one item from the promotion is returned, the refund will be recalculated based on the proportional value of items retained, and any promotional discount may be voided
• Loyalty points, rewards, or cashback earned on a returned purchase will be deducted from your account upon processing the return

11. Gift Purchases

If a product was purchased as a gift and shipped directly to the recipient, the recipient may initiate a return subject to the conditions of this Policy. Upon approval, a store credit will be issued to the gift recipient. Cash or card refunds for gift purchases will only be issued to the original purchaser.

12. Your Statutory Rights

Nothing in this Policy is intended to limit or exclude your statutory rights under UAE Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations. In particular:

• You are entitled to receive products that are free from defects and conform to their description
• You are entitled to a remedy (repair, replacement, or refund) for defective or non-conforming products
• Any contractual term that conflicts with your statutory consumer rights shall be deemed void and unenforceable to the extent of such conflict

If you believe your statutory consumer rights have not been met, you may escalate your complaint to the Department of Economic Development (DED) Consumer Protection Division at +971 600 545555 or consumerrights@dubaided.gov.ae.

13. Limitation of Liability

To the maximum extent permitted by applicable UAE law, our total liability under this Policy for any single return or refund claim shall not exceed the purchase price of the product in question. We shall not be liable for any indirect, incidental, or consequential damages arising from or related to a return or refund, including but not limited to loss of anticipated use, loss of profit, or any delay in processing.

We are not liable for products lost or damaged during return shipping where we did not arrange or authorise the return shipping method. Customers bear all risk of loss during return transit for non-defective returns.

14. Policy Abuse and Fraud Prevention

Romeo & Juliet Beauty Lounge reserves the right to monitor return activity and to take appropriate action against any abuse of this Policy, including but not limited to:

• Excessive or repeated returns that indicate a pattern of misuse
• Returns of products that have been used, swapped, or substituted
• Fraudulent claims regarding product defects or delivery issues
• Use of multiple accounts to circumvent return limits

In cases of suspected abuse or fraud, we may, at our sole discretion, decline a return request, restrict or suspend your account, withhold future refunds, and/or pursue legal remedies under applicable UAE law, including under Federal Decree-Law No. 34 of 2021 on Combating Rumours and Cybercrimes.

15. Changes to This Policy

We reserve the right to update or amend this Policy at any time. Any changes will be effective upon publication on our website and Online Store. The Policy applicable to your order shall be the version in effect at the time you placed your order. We encourage you to review this Policy periodically.

16. Governing Law and Jurisdiction

This Policy is governed by and construed in accordance with the laws of the United Arab Emirates, including UAE Federal Law No. 15 of 2020 on Consumer Protection, its Executive Regulations, and all applicable e-commerce regulations. Any disputes arising from or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts of Dubai, United Arab Emirates.

17. Contact Us

For return requests, refund enquiries, or any questions about this Policy, please contact us at:

We aim to respond to all return and refund enquiries within two (2) business days.