Refund policy

 


Effective Date: June 30, 2026

At Oud Al Abraj, customer satisfaction is our highest priority. Every order is carefully inspected, securely packed, and shipped with care to ensure it reaches you in perfect condition.

Please read this Return, Refund & Cancellation Policy carefully before placing your order, as it explains the circumstances under which returns, replacements, refunds, and cancellations are accepted.

1. Our General Policy

Due to the hygienic nature of fragrances, attars, perfumes, and personal care products, we maintain a limited return policy.

Since opened fragrance products cannot be resold, we only accept returns and refunds under the conditions listed in this policy.

Returns will not be accepted for:

  • Personal fragrance preference

  • Change of mind

  • Disliking the scent

  • Expecting a different fragrance profile

Fragrance is highly subjective and may smell different depending on individual skin chemistry.

2. Eligible Reasons for Return & Refund

Reason Return Eligible Refund / Replacement
Product received damaged or broken ✅ Yes Replacement or Full Refund
Wrong product delivered ✅ Yes Replacement or Full Refund
Product received with tampered or unsealed packaging ✅ Yes Replacement or Full Refund
Product missing from order ✅ Yes Replacement or Partial Refund
Order not delivered within 15 business days ✅ Yes Full Refund (after investigation)
Personal dislike of fragrance ❌ No Not Applicable
Change of mind ❌ No Not Applicable
Wrong product selected by customer ❌ No Not Applicable

3. Return Request Timeframe

All return or refund requests must be submitted within 48 hours of delivery.

Requests submitted after 48 hours from the delivery date cannot be accepted.

We strongly recommend inspecting your package immediately after receiving it.

4. How to Request a Return or Refund

To initiate a return or refund request:

Email: support@oud-al-abraj.shop

Subject Line:

Return Request – Order #Your Order ID

Please include:

  • Full Name

  • Registered Email Address

  • Mobile Number

  • Order Number

  • Clear photographs or a short video showing the issue

  • Brief description of the problem

Our support team will review your request and respond within 2 business days.

5. Return Conditions

If your return is approved:

  • Product must be unused.

  • Original packaging must be intact.

  • Bottle must remain sealed (where applicable).

  • All labels, accessories and inserts must be included.

  • Product should be returned in the same condition in which it was received.

We reserve the right to reject returns if:

  • Product has been used.

  • Bottle has been opened.

  • Product is damaged due to customer misuse.

  • Return conditions are not met.

6. Return Shipping

For:

  • Damaged products

  • Wrong products

  • Tampered products

Oud Al Abraj will arrange a reverse pickup at no additional cost.

For any other approved return, reverse shipping charges may apply.

Please do not self-ship your return unless instructed by our support team.

Unauthorized returns will not be processed.

7. Refund Process

After receiving and inspecting your returned product:

  • You will receive an email confirming approval or rejection.

  • Approved refunds are processed within 5–7 business days.

  • Refunds are issued to the original payment method.

For Cash on Delivery (COD) orders:

Refunds will be made through bank transfer.

Please provide:

  • Account Holder Name

  • Account Number

  • IFSC Code

Bank processing may require an additional 3–5 business days.

8. Replacement Policy

If you choose a replacement instead of a refund:

  • Replacement depends on product availability.

  • If unavailable, a full refund will be issued.

  • Replacement orders are dispatched within 2–3 business days after return inspection.

9. Cancellation Policy

Before Dispatch

Orders may be cancelled within 12 hours of placing the order.

To cancel, email:

support@oud-al-abraj.shop

Please include your Order ID.

Eligible refunds are processed within 3–5 business days.

After Dispatch

Orders cannot be cancelled after dispatch.

If delivery is refused and the shipment returns to us (RTO), applicable shipping and reverse logistics charges may be deducted from the refund.

COD Orders

COD orders that are refused after dispatch may have applicable reverse shipping charges deducted before processing any eligible refund.

10. Non-Returnable & Non-Refundable Items

The following items are not eligible for return or refund:

  • Opened fragrance bottles

  • Used attars

  • Products damaged by customer misuse

  • Products damaged due to accidental drops or spills

  • Clearance or final sale products marked as non-returnable

  • Gift cards

  • Store credits

  • Complimentary samples

  • Promotional freebies

11. Exchange Policy

Currently, direct exchanges are not available.

If you wish to purchase another product:

  1. Submit a return request for an eligible item.

  2. Once your refund is processed, place a new order through our website.

12. Partial Refunds

Partial refunds may be approved in situations such as:

  • Minor damage to outer packaging only

  • Missing decorative packaging while the product remains intact

  • Other cases assessed individually by our support team

13. Fraud Prevention

Oud Al Abraj reserves the right to reject any request that appears:

  • Fraudulent

  • Abusive

  • Misleading

  • In violation of this policy

Repeated misuse of our return policy may result in refusal of future orders.

14. Products Damaged During Transit

If your parcel appears damaged upon delivery:

  • Do not accept the package if the outer box is severely damaged or tampered with.

  • Take clear photos or videos before opening.

  • Email the evidence immediately to:

support@oud-al-abraj.shop

We will coordinate with the courier partner and arrange a replacement or refund after verification.

15. Contact Us

For any questions regarding returns, refunds, replacements or cancellations, please contact us:

Oud Al Abraj

Website:
www.oud-al-abraj.shop

Email:
support@oud-al-abraj.shop

Support Hours:
Monday – Saturday
10:00 AM – 6:00 PM (IST)

Response Time:
Within 24–48 business hours

Policy Updates

Oud Al Abraj reserves the right to modify or update this Return, Refund & Cancellation Policy at any time without prior notice. Any changes become effective immediately upon publication on our website. Continued use of our website constitutes acceptance of the updated policy.