This policy explains the terms, conditions, and procedures governing returns and exchanges for products purchased through the official Al Asrar Perfumes website.
This Return & Exchange Policy applies exclusively to products purchased through the official Al Asrar Perfumes website.
Products purchased through retail stores, distributors, resellers, marketplaces, or any other sales channels are subject to the return and exchange policy of the respective point of sale, without prejudice to the consumer’s statutory rights under the applicable laws of the United Arab Emirates.
Customers may request a return or exchange in any of the following circumstances:
In all of the above cases, Al Asrar Perfumes shall bear the cost of return shipping and replacement, where applicable.
If a product arrives damaged during shipping or delivery, customers are requested to contact our Customer Service team within 48 hours of receiving the order to facilitate and expedite the claims process.
Please provide:
If notification is received after this period, customers may be asked to provide reasonable evidence that the damage existed at the time of delivery.
To process a return or exchange request, the following conditions must be met:
To request a return or exchange, please contact our Customer Service team and provide:
Upon receipt, the returned product will undergo inspection.
Receipt of the returned product or submission of a return request does not constitute final approval of the return, exchange, or refund until the inspection process has been completed.
Customers will be informed of the inspection results and, where applicable, the reason for any rejection.
If the customer chooses to exchange a product:
Once the returned product has been received, inspected, and the return request approved, refunds will be processed within 14 business days.
Refunds will be issued using the original payment method whenever possible.
For Cash on Delivery (COD) orders, refunds will be made via bank transfer to the customer’s nominated bank account or by another mutually agreed refund method.
Please note that the time required for the refunded amount to appear in the customer’s account may vary depending on the bank or payment service provider.
Customers may request cancellation of their order before it has been dispatched.
Once an order has been shipped, cancellation cannot be guaranteed and will be handled in accordance with this Return & Exchange Policy.
Customers will not be charged any return or exchange shipping fees in the following cases:
In other circumstances, customers may be responsible for the applicable return shipping charges, where permitted by applicable law.
A valid proof of purchase is required for all return and exchange requests.
Al Asrar Perfumes reserves the right to refuse any return or exchange request where there is evidence of abuse, fraudulent activity, false information, or misuse of this policy, without prejudice to the customer’s statutory rights under applicable law.
Al Asrar Perfumes shall not be liable for any delay or inability to process returns, exchanges, or refunds where such delay results from events beyond its reasonable control, including but not limited to natural disasters, government actions, war, strikes, transportation disruptions, communication failures, or other force majeure events.
This Return & Exchange Policy shall be interpreted and applied in accordance with the applicable laws and regulations of the United Arab Emirates.
Nothing contained in this policy shall limit or exclude any statutory rights granted to consumers under the applicable laws of the United Arab Emirates.
In the event of any conflict between this policy and applicable law, the applicable law shall prevail.
For any questions regarding this Return & Exchange Policy, or to submit a return or exchange request, please contact our Customer Service team.
We aim to respond to all inquiries within 48 business hours.
