Check your order before you use it.
If your order arrives with a packaging, seal, expiry, physical-condition or authenticity concern, document the condition before using the product so we can review it fairly.
Check in front of the delivery person
Inspect the parcel and product condition at delivery. If an eligible issue is visible, raise it before completing the handover whenever possible.
Record a clear unboxing video
If you accept the parcel first, keep a continuous unboxing video that clearly shows the sealed parcel, shipping label, opening process and the issue you found.
Contact us if the product arrives in any of these conditions.
The parcel, product box, seal or protective packaging arrives opened, torn or visibly tampered with.
The product container arrives opened, unsealed or appears to have been previously used.
The product is expired, or expected expiry/manufacture/PAO information is missing where the packaging normally provides it.
The bottle, jar, pump, tube, box or product is broken, cracked, leaking or materially damaged on arrival.
Packaging, seal, print, batch details or the product itself gives you a genuine authenticity concern. Keep the item unused while we review it.
Protect the evidence, then contact Rosaifa.
- Do not use the product. Keep the product, box, seals, labels and delivery packaging in the condition in which the issue was found.
- Document the issue. Use the delivery-person inspection route or a clear continuous unboxing video. Additional close-up photos can help the review.
- Send your order details. Include your order number, the product name and a short description of the issue.
- Wait for review instructions. Rosaifa will review the order record and the evidence provided, then confirm the applicable return, replacement or refund resolution.
Send the evidence to the right team.
For returns, product-condition concerns and support, use our Support email. For order-specific questions, use our Orders email.