At Ruhzaal Perfumes LLC, customer satisfaction is important to us. We carefully check and pack every order before delivery. However, if there is an issue with your order, please contact us and we will make every reasonable effort to provide a fair solution.

1. Return Period

Customers may request a return within 7 days from the date of delivery.

To be eligible for a return, the product must be:

• Unused and unopened
• In its original packaging
• In a resalable condition
• Supplied with the original invoice or proof of purchase

The product seal, packaging, labels, and accessories must remain complete and undamaged.

2. Opened or Used Products

For hygiene, safety, and product-quality reasons, perfumes, perfume oils, body mists, bakhoor, oud muattar, cosmetics, and other personal-use products cannot normally be returned after they have been opened, sprayed, burned, tested, or used.

However, this restriction does not apply where the product is:

• Defective
• Damaged during delivery
• Leaking when received
• Incorrectly supplied
• Expired
• Materially different from the product ordered or described

3. Change of Mind

A return due to a change of mind may be accepted within 7 days, provided that the product remains completely unopened, unused, and in its original resalable condition.

The customer may be responsible for the return delivery cost in change-of-mind cases.

The original delivery charge may not be refundable unless the return is due to an error by Ruhzaal Perfumes LLC.

4. Damaged, Defective or Incorrect Products

Please inspect your order after delivery.

If you receive a damaged, defective, leaking, missing, or incorrect product, please contact us within 48 hours of delivery.

Please provide:

• Your order number
• Clear photographs or videos of the package
• Photographs of the product and batch code
• A brief description of the issue

We may request that the product be returned for inspection.

After reviewing the matter, we may offer one of the following:

• A replacement product
• An exchange
• Store credit
• A full or partial refund, depending on the circumstances

Where the issue is confirmed to be our error, we will arrange the return or collection without additional cost to the customer.

5. Fragrance Preference and Performance

Fragrance smell, projection, and longevity may vary depending on personal preference, skin type, application method, weather, humidity, storage conditions, and individual perception.

A return or refund may not normally be approved only because:

• The customer does not like the fragrance
• The fragrance smells different from personal expectations
• The performance or longevity differs from individual expectations
• The fragrance develops differently on the customer’s skin

Customers are encouraged to test a sample or visit our shop before purchasing where possible.

We will still review any genuine quality complaint fairly and may compare the returned product with our approved or retained sample.

6. Non-Returnable Items

The following items may not be eligible for return unless damaged, defective, or incorrectly supplied:

• Opened or used products
• Products without their original packaging
• Products damaged after delivery
• Personalised or customised products
• Gift cards
• Free gifts or promotional items
• Clearance or final-sale items, where clearly stated before purchase
• Products purchased from another seller or retailer

7. Return Approval

Customers must contact us before returning any product.

Products returned without prior approval may not be accepted.

Once the return request is approved, we will provide the customer with the return instructions or collection details.

The customer should pack the product securely to prevent damage during return transportation.

8. Refund Process

Once the returned product is received and inspected, we will inform the customer whether the refund has been approved.

Approved refunds will normally be processed through the original payment method.

For Cash on Delivery orders, the refund may be made by bank transfer, store credit, or another mutually agreed method.

Please allow approximately 7 to 14 business days for an approved refund to appear, depending on the bank or payment provider.

Ruhzaal Perfumes LLC is not responsible for processing delays caused by banks, card providers, or payment gateways.

9. Partial Refunds

A partial refund may be offered where:

• Only part of an order is affected
• A product has a minor issue that does not make it unusable
• The customer agrees to keep the product
• Part of a set or bundle is returned
• The returned item is missing non-essential packaging or accessories

Any partial refund will be discussed with the customer before processing.

10. Exchanges

An exchange may be offered for an eligible unopened product, subject to stock availability.

If the replacement product has a higher price, the customer must pay the difference.

If the replacement product has a lower price, the difference may be refunded or provided as store credit.

Additional delivery charges may apply where the exchange is requested due to a change of mind.

11. Cancelled Orders

Customers may request cancellation before the order has been dispatched.

Where a prepaid order is cancelled before dispatch, the payment will be refunded through the original payment method.

Once the order has been dispatched, cancellation may not be possible. The customer may need to receive the order and follow the applicable return process.

12. Refunds for Unavailable Products

If a paid product becomes unavailable, we will contact the customer and offer:

• A suitable replacement
• Store credit
• A refund for the unavailable product

We will not replace a product with a different item without the customer’s agreement.

13. Promotional and Gift Items

Where a product was purchased as part of a bundle, promotion, or gift offer, all related products and free gifts may need to be returned together.

If a free gift is not returned, its reasonable value may be deducted from the refundable amount, where appropriate.

14. Customer Rights

Nothing in this policy limits any mandatory rights available to customers under applicable UAE consumer-protection laws.

Where a product is defective, damaged, incorrectly supplied, unsafe, expired, or materially different from its description, the matter will be handled fairly and in accordance with applicable UAE requirements.

15. Contact Us

To request a return, exchange, or refund, please contact:

Ruhzaal Perfumes LLC
Shop No. 4, Hamidiya 1
Ajman, United Arab Emirates

Website: www.ruhzaalperfumes.com
Email: info@ruhzaalperfumes.com

Please include your name, order number, contact details, and the reason for your request.