(Effective Date: October 2025)

At Rumero by ASHAK JUNAIDEEN GLOBAL GENERAL TRADING LLC (“Rumero”, “we”, “us”, or “our”), customer satisfaction is our priority.
This Returns & Refunds Policy explains when and how you can return products purchased from www.rumero.ae, and how refunds are processed in accordance with UAE consumer-protection standards.

1. Eligibility for Returns

Because Rumero products include food and perishable goods (freeze-dried fruits, nuts, sweets, snacks, beverages, etc.), returns are accepted only under the following conditions:

  • The item was damaged, defective, or incorrect upon delivery; or
  • The item was delivered past its printed expiry date; or
  • You received an item that does not match the order confirmation.

To qualify:

  • The issue must be reported within 7 calendar days of delivery.
  • The product must remain unopened, unused, and in its original sealed packaging.
  • Proof of purchase (order confirmation or receipt) must be provided.

For hygiene and safety reasons, opened, partially consumed, or tampered products cannot be returned or refunded unless the item is proven defective.

2. Return Process

  1. Notify Us:
    Contact our Customer Care team via hello@rumero.ae or +971 52 911 9446 within 7 days of delivery.
  2. Provide Details:
    Include your order ID, photos of the product, and a brief description of the issue.
  3. Inspection & Approval:
    Our team will review your request. If approved, we will arrange a courier collection or advise a return drop-off point.
  4. Replacement or Refund:
    • If eligible, you may choose between a replacement product or a refund to the original payment method.
    • Replacements are subject to stock availability.

3. Refund Timeline

Once the returned item is received and inspected:

  • Credit/Debit Card Orders: Refunds are issued to the same card within 7 – 14 business days (depending on your bank).
  • Cash-on-Delivery Orders: Refunds are made via bank transfer or store credit within the same timeframe.
  • Delivery or service charges are non-refundable, except where Rumero is at fault (wrong or damaged item).

4. Non-Returnable Items

For health and safety compliance, the following items cannot be returned or refunded:

  • Opened or partially consumed food items
  • Personalized or promotional gift packs
  • Free samples or bundled giveaways
  • Items returned after the 7-day window
  • Products showing improper storage or misuse

5. Incorrect or Damaged Deliveries

If you receive the wrong product, damaged packaging, or missing items:

  • Report the issue immediately upon delivery or within 24 hours.
  • Provide photos and order details for quick verification.
  • We will arrange free pickup and replacement at no extra cost.

6. Cancellations

  • Orders can be cancelled before dispatch by contacting Customer Support.
  • Once an order is dispatched or out for delivery, it cannot be cancelled.
  • If cancellation occurs after dispatch, delivery fees will be deducted from the refund.

7. Quality Assurance

Every Rumero product undergoes quality inspection before dispatch.
All goods are handled and stored in accordance with UAE food-safety standards and Dubai Municipality regulations.

8. Consumer Rights

This Policy does not limit any statutory consumer rights available under UAE Federal Law No. 15 of 2020 on Consumer Protection.
Customers may contact the UAE Ministry of Economy – Consumer Protection Department in case of unresolved complaints.

9. Contact Information

For all return or refund requests, please contact:

  • Email: hello@rumero.ae
  • Phone: +971 52 911 9446
  • Website: www.rumero.ae
  • Registered Address: Dubai, United Arab Emirates