Refund & Return Policy

1. Overview

This Refund & Return Policy applies to all purchases made from AL RUYA AL MUSTAQBALIYYA ELECTRONICS TRADING L.L.C(“AL RUYA”, “we”, “us”), whether ordered through this website, by email, or via a Stripe payment link or invoice issued by us. We want every client to buy with confidence — if something is wrong with your order, we will make it right in line with the terms below.

2. Digital Products & Software (Primary Offering)

Most of our products are delivered digitally: software license keys, digital game keys and content, downloadable software packages, firmware, digital catalogs and remotely delivered configuration services.

2.1 When you are eligible for a refund

• Non-delivery: you paid but did not receive your digital product within the agreed delivery window (typically 24 hours, and no later than 7 days). You receive a full refund.
• Invalid or non-working license/key: a delivered license key or activation code does not work and we cannot provide a working replacement within 5 business days. You receive a full refund.
• Wrong item delivered: the delivered product materially differs from what was quoted and agreed. You may choose a replacement or a full refund.
• Duplicate payment: you were accidentally charged more than once for the same order. The duplicate charge is refunded in full.

2.2 When digital purchases are not refundable

• A license key, game key or activation code has already been successfully redeemed, activated or used, and it works as described.
• You changed your mind after a working digital product was delivered (digital goods cannot be “returned” once revealed/activated).
• Incompatibility with your systems where the compatibility requirements were stated in the quotation and on request before purchase.

If you are unsure whether a product suits your environment, contact us before ordering — we confirm compatibility requirements in writing as part of every quotation.

3. Physical Products (Where Applicable)

Where an order includes physical goods (e.g. hardware or accessories arranged per client agreement), the following applies:

• You may request a return within 14 days of delivery for items that are unused, unopened and in original packaging.
• Items that arrive damaged, defective or incorrect are replaced or refunded in full, including shipping, provided you notify us within 7 days of delivery with photos of the issue.
• Return shipping for non-defective change-of-mind returns is paid by the customer; the refund is issued after we receive and inspect the item.

4. Service Engagements

• Remote configuration, integration or deployment services cancelled before work has started are refunded in full.
• If a service engagement is cancelled after work has started, we refund the unused portion on a pro-rata basis.
• If we fail to deliver a service milestone as agreed in the quotation and cannot remedy it within a reasonable period, you are entitled to a refund for that milestone.

5. How to Request a Refund

To request a refund or return, contact us using any of the methods below and include your order/invoice reference, the email used at purchase, and a description of the issue:

• Email: [email protected] (preferred)
• Phone / WhatsApp: +971 55 524 4643
• The contact form on this website

We acknowledge every refund request within 2 business days and issue a decision within 7 business days. Approved refunds are processed back to the original payment method via Stripe. Depending on your bank or card issuer, the funds typically appear within 5–10 business days after the refund is issued. Refunds are made in the original transaction currency; we do not charge refund fees.

6. Chargebacks & Disputes

If you have any concern about a charge that appears as “AL RUYA” on your statement, please contact us first — most issues are resolved within a couple of business days, faster than a formal card dispute. Your statutory rights under applicable consumer protection law (including UAE consumer protection regulations) remain unaffected by this policy.