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Return & Refund Policy

   Overview

This policy applies to all products purchased through RZ’s official e-commerce platforms, including the RZ.jo website and mobile application.

By placing an order through any RZ e-commerce platform, you agree to the terms outlined in this policy.

   Return Window

Items may be returned within two (2) days from the date of delivery.

   Return Approval Process

1.    Return Request Submission

Customers must submit a return request within the approved return period by contacting RZ customer support.

To initiate a return, contact us on:

·       📞 +962798089000

or

·       📧 customerservice@rz.jo

 

Items returned without prior approval will not be accepted.

2.    Required Information for Return Request

The return request must include:

·       Order Number

·       Invoice that contains the item itself

·       Item(s) to be returned

·       Reason of return

·       Clear photo of the product (if applicable)

·       Preference of replacement or refund

3.    Eligibility Review (Pre-Approval Inspection)

RZ reviews the request and supporting documents to confirm that the return is eligible under this policy.

4.    Approval or rejection

Customers will be notified of approval or rejection within 2 hours during business hours and within 24 hours for requests sent outside of business hours. Only approved returns will be accepted.

Return approval is subject to product condition verification and compliance with this policy. Upon approval, RZ will proceed with the applicable corrective action, including replacement or refund, as appropriate.

   Return instructions

Once approved, RZ will provide the customer with return instructions, including the authorized return location based on order type (B2C showroom/B2B warehouse).

   Physical product inspection

Returned items will be physically inspected upon receipt to verify condition, quantity, and compliance with the approved request.

   Final Resolution

After inspection, RZ will process the applicable corrective action, including:

·       Replacement

·       Refund

   Return Eligibility

Returned items must meet all of the following conditions:

·       Unused, and in original condition

·       In original packaging

·       With original invoice and proof of purchase

·       Must be approved prior to return

RZ reserves the right to refuse returns that do not meet the eligibility conditions.

   Damaged, Defective, or Incorrect Items

In the event that an order is delivered damaged, defective, or incorrect, the customer has the right to reject the delivery before the driver leaves the location. If the issue is discovered after delivery, the customer must notify RZ following the same process outlined in this policy.

  Non – Returnable Items

The following items are non-returnable:

·       Customized or personalized items

·       Sale items and gift cards

 

Order Cancellation

 You may cancel your order within 2 hours of placing it, provided the order has not yet been shipped. All cancellation requests must meet the same eligibility conditions as returns.

 

  Exchanges

To exchange an item, customers must complete the return approval process first. Once approved, the replacement may be issued in store at the time of return or through placing a new order for the replacement item, as applicable.

 

  Refund Process

Once we receive and physically inspect the returned item, we will notify you of the final approval status. If approved, refunds will be processed to the original payment method within 14 business days.

Please allow additional time for your bank or credit card provider to complete the transaction.

If more than 15 business days have passed since your refund was approved, please contact us at: 📞 00962798089000 📧customerservice@rz.jo

 

  Inspection & Fraud Protection

RZ reserves the right to inspect all returned items and reject any return that does not comply with eligibility conditions.