Return & Refund Policy
We hold our pure fragrance oils and bespoke formulations to the highest standards. Learn how returns, exchanges, and damaged shipment claims are processed.
Last Updated: October 2026 • Governed by UAE Consumer Protection Laws
7-Day Return Window
Eligible items may be returned within 7 calendar days from delivery confirmation.
Tamper-Evident Seals
Oils must have original unbroken aluminum or shrink seals intact for hygiene compliance.
Fast Refund Processing
Refunds are credited back to your original payment card within 5 to 7 business days.
1. Return Eligibility Criteria
To ensure product integrity and hygiene across our concentrated aromatic oils, products returned for refund or exchange must satisfy the following conditions:
- The return request must be submitted within 7 calendar days of receiving your parcel.
- Fragrance bottles (100ml, 250ml, 500ml, 1 Liter, 5 Liters) must remain unopened, unused, and with the original security seal unbroken.
- Items must be housed in their original protective packaging with batch numbers and labels clearly legible.
- A valid Order Confirmation number or sales invoice receipt must accompany the return.
2. Non-Returnable & Exempt Items
Due to the volatile and cosmetic nature of concentrated aromatic oils, certain items cannot be returned once dispatched:
Bespoke Custom Formulations: Fragrance oils blended specifically to private client specifications or individual briefs cannot be refunded or cancelled once formulation has commenced.
Sample Discovery Packs: Opened 10-piece sample packs or unsealed sample vials are strictly non-refundable due to hygiene standards.
Clearance & Discontinued Stock: Items purchased under clearance sales or marked as non-returnable at checkout.
3. Damaged, Leaking, or Incorrect Shipments
We take great pride in our heavy-duty packaging with double-seal caps and shock-resistant cushioning. In the rare event that an item arrives damaged, cracked, or leaking:
- Contact our customer support within 48 hours of delivery at info@arabianfragrance.ae or via WhatsApp.
- Provide photographic evidence of the damaged shipping carton and the leaking bottle showing the batch number.
- Upon verification, our logistics team will arrange a complimentary courier replacement or issue an immediate full refund including original shipping charges.
4. Return Shipping & Courier Fees
For standard change-of-mind returns, the client is responsible for paying return courier shipping to our central distribution facility in Dubai, UAE. If the return is due to an error on our part (incorrect fragrance dispatched or verified defect), Fatma Perfumes covers all return collection fees.
5. Refund Method and Timelines
Once your returned package is received and inspected at our Dubai facility, we will notify you of the approval or rejection of your refund:
- Credit / Debit Card Purchases: Refunds will be credited to the original payment card within 5 to 7 business days, depending on your card issuer's processing cycles.
- Cash on Delivery (COD) Orders: Refunds for verified COD orders will be issued via bank transfer to an account registered in your name within the UAE.
- Store Credit Option: You may elect to receive immediate store credit with an additional 5% bonus to apply to your next fragrance order.
Need Help with a Return?
Our scent concierge is available Saturday through Thursday to assist you.