Refund policy

Last updated: 1 July 2026

How returns, replacements, and refunds work for orders placed directly with us or through our delivery platform partners.

1
Overview

At Ruwais Saffron, we take great care in packaging and delivering our products to ensure you receive premium, authentic Persian Super Negin saffron in perfect condition. This policy explains when returns, replacements, and refunds apply.

Food Safety Notice

As saffron is a consumable food product, we are unable to accept returns or refunds on items that have been delivered and opened, for food safety and hygiene reasons — except in the specific cases outlined below.

2
Order Cancellation (Before Dispatch)

You may cancel your order for a full refund at any time before it has been dispatched for delivery. To request a cancellation, contact us as soon as possible at info@ruwaissaffron.com with your order number.

Once an order has been dispatched, it can no longer be cancelled and instead falls under Sections 3 and 4 below.

3
Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, you are eligible for a full refund, including the original shipping fee, subject to the following conditions:

  • You must report the issue within 48 hours of delivery, by emailing info@ruwaissaffron.com with your order number.
  • You must provide clear photo or video evidence of the issue to support your claim.
  • Claims submitted after 48 hours, or without supporting evidence, may not be eligible for a refund.

Once your claim is reviewed and approved, we will process a full refund, including the original shipping fee, to your original payment method.

4
Non-Returnable Items

Not Eligible for Refund

  • Products that have been opened, used, or tampered with (unless damaged/defective/incorrect as described in Section 3)
  • Change-of-mind requests after an order has been dispatched
  • Products showing natural variance in color, aroma, or thread size consistent with genuine saffron (see our Terms & Conditions)
5
Orders That Never Arrive (Lost or Non-Delivery)

If your order does not arrive within the expected delivery window, please contact us at info@ruwaissaffron.com with your order number so we can investigate with our delivery courier partner.

If the order is confirmed lost in transit and was never delivered to you, you are entitled to a full refund, including shipping fees, or a replacement shipment, at your preference. We may ask you to allow a short investigation period with our logistics partner before a resolution is issued.

6
How Refunds Are Processed
  • Approved refunds are issued to your original payment method.
  • Please allow 7–14 business days for the refund to reflect in your account, depending on your bank or payment provider's processing times.
  • For orders paid via Cash on Delivery (COD), refunds will be issued directly to your Qatari bank account via bank transfer, including through Fawran, since no card transaction exists to reverse. We will contact you to confirm your bank account details before processing.
7
Orders Placed via Snoonu, Talabat, or Rafeeq

If you placed your order through Snoonu, Talabat, or Rafeeq rather than directly on our website (ruwaissaffron.com), please note that returns and refunds for these orders are handled through that platform's own customer support and refund process, not directly by Ruwais Saffron. Please contact the relevant platform's support team to initiate a claim for orders placed through them.

8
How to Request a Refund or Report an Issue

To request a cancellation, report a damaged/defective/incorrect item, or report a non-delivery, please contact us at info@ruwaissaffron.com, including your order number, a description of the issue, and (where applicable) photo or video evidence.

We aim to respond to all refund and return requests within a reasonable timeframe and will keep you updated throughout the process.

9
Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect changes in our operations or legal requirements. The updated version will be posted on this page with a revised "Last updated" date.

Ruwais Saffron

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Al Sadara Foodstuff Factory W.L.L (Ruwais Saffron)

Excellence Tower, Building 10, Street 850, Area 63, Office 3404, Floor 34, Doha, Qatar, P.O. Box 11271

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