Grievance Redressal

At RARA Barefoot, we prioritize customer satisfaction and are committed to resolving any grievances promptly and efficiently. We prioritize customer satisfaction and are committed to resolving grievances promptly and efficiently in compliance with applicable UAE laws, including the UAE Consumer Protection Law (Federal Law No. 15 of 2020), the Civil Transactions Law, and any other applicable regulations. If you have encountered any issues with our products or services, we encourage you to reach out to us through our Grievance Mechanism. Below are the steps to follow for raising a complaint:
1. Initiating a Grievance:
Customers can raise a complaint by contacting our customer support team via email at care@rarabarefoot.com. Please provide detailed information about the nature of your grievance, including order details, product information, and any relevant supporting documentation.
2. Types of Grievances:
You can raise a complaint for various reasons, including but not limited to:

• Product-related issues such as defects, damages, or discrepancies.
  
• Lack of response or delayed response from our customer support team
  
• Unavailability of a satisfactory resolution within a reasonable timeframe.
  
• In addition to product-related issues, you may raise grievances regarding billing errors, misleading advertising, privacy violations, or unfair trade practices, in line with the UAE Consumer Protection Law.

3. Resolution Timeline:
We strive to address all grievances in a timely manner. Upon receiving your complaint, our team will initiate an investigation to understand the issue thoroughly and will acknowledge receipt of the same within 48 hours. We aim to provide a resolution within 3 business days from the date of receiving the complaint. For every complaint you make, we will generate and share a ticket number through which you may track the status of your complaint. If, for any reason, we are unable to resolve the issue within the said 3 business days, we will keep you informed about the progress and provide updates on the expected resolution timeline. In any event, all complaints will be redressed within a maximum of one month from the date of receipt of the respective complaint.

4. Escalation Process:
If you feel that your grievance has not been adequately addressed or resolved within the stipulated timeframe, you have the option to escalate the matter. You can request to speak with a supervisor or escalate the complaint to our Grievance Redressal Officer (contact details below). Our Grievance Redressal Officer will review your complaint impartially and take necessary actions to resolve the issue at the earliest. As stated above, all complaints will be redressed by us within a maximum of one month from the date of receipt of the respective complaint.

5. Feedback and Follow-up:
We value your feedback and continuously strive to improve our products and services. After the resolution of your grievance, we may reach out to you for feedback on your experience with our Grievance Mechanism. Your inputs will help us enhance our processes and serve you better in the future.

In accordance with the provisions of applicable laws, including but not limited to the UAE Consumer Protection Law (Federal Law No. 15 of 2020) and rules enacted under those laws, the contact details of the grievance redressal officer are provided below. You may contact our designated grievance redressal officer with any complaints or queries relating to the Services or the Terms of Use. 

Our Grievance Mechanism is designed to ensure that your concerns are addressed with the utmost priority and care. Your satisfaction is our top priority.

Attn: Grievance Officer
Email: care@rarabarefoot.com
Phone: +971 52 764 5001
Address: VUNE0538, Compass building - Al Hulaila, AL Hulaila Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates.