Return and Exchange Policy

Return and Exchange Policy

At Dar Al Hai Perfumes, customer satisfaction is our top priority. We take immense pride in our brand identity, as well as the distinction and premium quality of our products. However, if you are not entirely satisfied with your purchase, we are happy to assist you with a return or exchange in accordance with the following terms and conditions:

I. Purchases Made via Our Online Store

Exchange Policy (Online)

  • Timeframe & Condition: You may submit a request to exchange a product within 7 days of receiving your shipment, provided that the product is completely intact, undamaged, unused, and in its original Dar Al Hai Perfumes sealed packaging.

  • How to Initiate: Contact our online customer service team via:

    • Mobile / WhatsApp: 00971502669809

    • Please provide your invoice number and the reason for exchange. Our team will contact you within 48 hours to arrange the process.

  • Value Adjustment: Exchanges must be for an item of equal or higher value. If the new item is of higher value, the customer must pay the price difference.

  • Required Documentation: The original invoice must be included with the returned product.

  • Shipping Costs: The customer is responsible for all shipping fees associated with sending the product back, as well as the shipping fees for the replacement item. These amounts are paid directly to the shipping company and will be deducted from the customer’s refundable balance.

  • Free Exchanges: The exchange process is entirely free of charge only if the customer receives a product different from what was ordered, or if a manufacturing defect is proven.

  • Processing Time: The exchange process may take up to 15 days from the time the shipping company collects the returned product until the replacement is delivered.

  • Strict Restrictions: It is strictly forbidden to exchange or return a product once its original sealed packaging has been opened, except in cases of a manufacturing defect or non-conformity to specifications.

  • Expiration of Eligibility: Customers lose the right to request an exchange after 7 days from the date of delivery.

Return & Refund Policy (Online)

  • Timeframe: Return requests must be submitted within 7 days of receiving the shipment, subject to the same structural and packaging conditions mentioned above.

  • Credit Card / Electronic Payments: If the purchase was made via credit card or any other electronic payment method, refunds will be issued once we receive and inspect the item. The amount can be refunded as store credit to your account balance on the Dar Al Hai Perfumes website, or back to the original payment card (subject to the deduction of applicable bank/transaction fees). Timeframes vary by bank and may take up to 30 days to reflect in your account.

  • Cash on Delivery (COD): If the purchase was completed using Cash on Delivery, the refunded amount can either be added to your online store wallet balance to be used for future purchases, or transferred via bank transfer upon the customer's request. This process may take up to 30 days to be finalized.

II. Purchases Made via Our Retail Branches

For purchases made in person at any of our physical stores, the following conditions apply for returns or exchanges:

  • Product Condition: The item must be fully intact, unopened, unused, in its original sealed wrap, and in the exact condition it was in at the time of purchase.

  • Value Adjustment: Exchanges must be made for a product of equal or higher value, with the customer covering any price difference.

  • Timeframe: Returns or exchanges must be executed within 7 days from the exact date of purchase.

  • Required Documentation: The original retail invoice must be presented.

  • Eligibility Criteria: Exchanges are permitted if the product does not match the specifications of the item offered for sale.

  • Strict Restrictions: It is strictly prohibited to return or exchange any product once its original protective seal or packaging has been opened, unless a hidden manufacturing defect or non-conformity is identified.

  • Expiration of Eligibility: No return or exchange requests will be entertained after 7 days from the date of purchase.

  • Refund Method: The product value will be refunded immediately back to the customer's account or via cash (depending on the original payment method used at the store counter).