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Refund Policy

Last updated: 12/3/2025

1. Refund Eligibility

Physical Products

Refunds are available for physical products that are:

  • Defective: Products with manufacturing defects or material flaws
  • Damaged in Transit: Products that arrived damaged due to shipping
  • Not Even Close to Description: Products that are completely different from what was advertised

Digital Products (Technology Solutions, Software, APIs)

Digital products are eligible for refunds only if:

  • Service Not Delivered: You did not receive access to the purchased service
  • Critical Functionality Missing: The product lacks core features explicitly advertised
  • Technical Impossibility: The solution cannot function due to technical limitations on our end

Please note: Change of mind, incorrect selection, or buyer's remorse do not qualify for refunds.

2. 24-Hour Claim Window

All refund claims must be submitted within 24 hours of:

  • Delivery confirmation (for damaged/defective items)
  • Order placement (for items not as described)

Important: Claims submitted after 24 hours will not be accepted under any circumstances. This policy ensures prompt resolution and prevents fraudulent claims.

3. Proof Requirements

Physical Products - Video Proof Required

To process your refund claim, you must provide:

  • Unboxing Video: A clear, unedited video showing the product packaging being opened and the defect/damage being revealed
  • Close-up Video: Detailed video footage of the specific defect or damage
  • Product Labels: Video must show product labels, tags, and packaging

Photos alone are not sufficient for physical product refund claims. Video evidence is required to verify authenticity.

Digital Products - Evidence Required

To process your digital product refund claim, provide:

  • Screenshots: Clear screenshots showing the issue or missing functionality
  • Error Messages: Documentation of any technical errors encountered
  • Detailed Description: Explanation of how the product fails to meet advertised specifications

4. Return Process

Physical Products - Return Shipping

If a return is approved, the customer is responsible for return shipping costs, unless:

  • The product was delivered damaged due to our packaging error
  • We shipped the wrong product entirely

Return shipping must be arranged within 3 business days of claim approval. Products must be returned in original packaging with all accessories, tags, and documentation.

Digital Products - No Returns Needed

Digital products do not require physical returns. Once your claim is approved, access will be revoked and refund processed accordingly.

5. Restocking Fee

A restocking fee of 15% will be deducted from all approved refunds to cover:

  • Processing and inspection costs
  • Inventory management and repackaging
  • Payment processing fees
  • Administrative costs

The restocking fee does not apply if the error was entirely on our part (wrong item shipped, severe manufacturing defect verified by our team).

6. Non-Refundable Items

The following items are not eligible for refunds under any circumstances:

  • Custom-made or personalized items (physical or digital)
  • Products marked as "Final Sale" or "Clearance"
  • Physical items without original packaging, tags, or documentation
  • Physical products showing signs of use, wear, or damage by customer
  • Digital products that have been fully accessed or downloaded after 24 hours
  • Gift cards, vouchers, or promotional items
  • Services that have been fully rendered or completed

7. Refund Processing Timeline

Once your return is received and inspected:

  • Inspection: 3-5 business days to verify condition and claim validity
  • Approval Decision: You will be notified via email or WhatsApp
  • Refund Processing: 7-10 business days after approval
  • Bank Processing: Additional 3-5 business days depending on your bank

Refunds are processed to the original payment method only. We do not provide refunds via alternative methods.

8. Address and Delivery Responsibility

Physical Products Only

If a physical product is shipped to an incorrect address due to customer error:

  • No refund will be provided
  • Customer must pay full shipping costs to re-ship the product
  • We are not responsible for packages lost due to address errors

Please carefully verify your shipping address before completing your order.

Note: Digital products are delivered via WhatsApp - no shipping address required.

9. Exchanges

We do not offer direct exchanges. If you need a different size, color, or variant:

  1. Submit a refund claim following this policy
  2. Wait for refund approval and processing
  3. Place a new order for the desired item

This ensures proper inventory management and transparent processing.

10. Fraudulent Claims

We take fraudulent refund claims very seriously. Any customer found to be:

  • Submitting false or manipulated evidence
  • Claiming damage they caused themselves
  • Repeatedly filing refund requests
  • Engaging in refund abuse

Will be permanently banned from making future purchases, and we reserve the right to pursue legal action.

11. How to Submit a Refund Claim

To submit a refund claim:

  1. Contact us within 24 hours via email at info@ragix.tech or WhatsApp at +971 56 989 7765
  2. Provide your order number and detailed description
  3. Submit required video evidence (unboxing + close-up of issue)
  4. Wait for our team to review (1-2 business days)
  5. Follow instructions if claim is approved

12. Contact Information

For refund inquiries, contact us at:

Email: info@ragix.tech
WhatsApp: +971 56 989 7765
Address: Dubai, UAE

Response time: Within 24 hours during business days (Sunday - Thursday)

13. Policy Updates

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting. Your continued use of our services after changes constitutes acceptance of the updated policy.