At Fresh Zahra Perfumes, customer satisfaction is important to us. We take care to package and dispatch our products properly. This Refund and Return Policy explains the conditions under which returns, exchanges, cancellations, and refunds may be requested for purchases made through our website.
1. Return Eligibility
Due to the personal care and fragrance nature of our products, returns or exchanges for reasons such as a change of mind, personal fragrance preference, or dissatisfaction with the scent may not be accepted once a product has been delivered and opened, except where required by applicable law.
However, customers may contact us if they receive:
A damaged or defective product.
An incorrect product or a product different from the one ordered.
A product with missing items from the confirmed order.
A product that does not match its advertised description or has another issue covered by applicable consumer protection laws.
Eligible requests will be reviewed and resolved in accordance with applicable law and this policy.
2. Non-Returnable Products
For hygiene, safety, and product integrity reasons, the following products may not be eligible for return once opened, used, or unsealed, except where required by law:
Perfumes and attars.
Kevda Gel.
Rose water and rose sprays.
Room fresheners.
Other personal care and fragrance products.
Products that have been used, damaged through customer misuse, or returned without their original packaging may not qualify for a voluntary return or exchange, subject to applicable consumer rights.
3. Reporting Damaged, Defective, or Incorrect Products
If your order arrives damaged, defective, incomplete, or incorrect, please notify us within 48 hours of delivery, wherever reasonably possible.
To help us review your request, please provide:
Your order number.
The name of the affected product.
A description of the issue.
Clear photographs of the product and packaging, and an unboxing video if available.
Please email these details to info@freshzahraperfumes.com.
We will review the information and communicate the available resolution, which may include a replacement, exchange, refund, or another appropriate remedy depending on the circumstances and applicable law.
The 48-hour reporting period is intended to help us investigate issues promptly and does not remove any rights you may have under applicable law.
4. Order Cancellation
Customers who wish to cancel an order should contact us as soon as possible after placing it.
Cancellation requests may be accepted before an order has been processed or dispatched.
Once an order has been dispatched, cancellation may no longer be possible through our standard process.
If an order is cancelled by Fresh Zahra Perfumes due to stock unavailability, a payment issue, or another reason, any refund due will be processed accordingly.
Cancellation charges, if any, will be applied only where permitted by applicable law and disclosed terms.
5. Refund Eligibility
Refunds may be considered in the following circumstances:
An eligible order is cancelled and payment has already been received.
A product is confirmed to be damaged, defective, or incorrect.
An order cannot be fulfilled or delivered and a refund is due.
A refund is otherwise required under applicable consumer protection laws.
Refund requests are assessed individually. We may request reasonable information to verify the order and the reported issue.
6. Refund Processing Time
Once a refund has been approved, we will initiate the refund through the original payment method wherever possible.
Processing by Fresh Zahra Perfumes: We aim to initiate approved refunds promptly.
Bank or payment gateway processing: The time taken for the amount to appear in your account may vary depending on your bank, card issuer, or payment service provider.
Any applicable statutory refund deadlines will be followed. If you have not received an approved refund within the communicated timeframe, please contact us with your order number and refund details.
For Cash on Delivery orders, we may request bank account or other appropriate payment details to process an approved refund securely.
7. Return Shipping Charges
If a return or replacement is approved because the product was damaged, defective, incorrect, or otherwise qualifies for a remedy under applicable law, we will communicate the return procedure and applicable shipping arrangements.
For any voluntary return permitted by us, the allocation of return shipping costs will be communicated before the return is arranged.
Customers should not send products back without first contacting our support team for instructions.
8. Exchanges and Replacements
Where appropriate and subject to stock availability, we may offer a replacement or exchange for an eligible damaged, defective, or incorrect product.
If the same product is unavailable, we will discuss an appropriate alternative or refund, as applicable.
Replacement and exchange requests will be handled in accordance with applicable consumer protection requirements.
9. Refunds for Undelivered or Returned Shipments
If an order cannot be delivered because of an address issue, repeated failed delivery attempts, or the recipient’s unavailability, the courier may return the shipment to us.
Please contact our support team once the shipment status is known. We will review the circumstances and explain the available options, including redelivery or a refund where applicable.
Any deduction or charge related to a failed delivery will be applied only where legally permissible and consistent with the terms disclosed to the customer.
10. Contact Us
For return requests, refund enquiries, cancellations, or product complaints, please contact us:
Business Name: Fresh Zahra Perfumes
Email: info@freshzahraperfumes.com
Please include your order number and registered contact details so that we can assist you efficiently.
Thank you for choosing Fresh Zahra Perfumes. We appreciate your trust and are committed to addressing customer concerns fairly and transparently.