Refund & Cancellation Policy

This policy explains when you can cancel an order or get a refund for perfumes ordered on our website, and how to make a request. Please review it before completing your order and payment.

1. Scope

This policy covers two kinds of order, each with its own rules:

  • Custom perfumes: formulas prepared especially for you through "AI" (questions or face scan) or "Perfume Experts". Section 2 applies.
  • Luxury perfumes: the ready-made perfumes on the "Luxury Perfumes" page. Section 3 applies.

The order amount and any delivery fee are shown clearly before payment. No undisclosed charges are added.

2. Custom Perfumes

Custom perfumes are prepared to your own formula and name and cannot be resold, so:

Before preparation starts

  • You can cancel and receive a full refund while the order has not entered preparation (status "Pending").

After preparation starts

  • Once the order is "Confirmed" or "Processing", it cannot be cancelled or refunded simply because you changed your mind or did not like the scent.
  • If we made a mistake, such as a formula different from your order or a damaged bottle, we will prepare the perfume again at no cost or give you a full refund.

3. Luxury Perfumes

  • You can cancel and receive a full refund before the order is prepared for handover or shipping.
  • You can return a perfume within 7 days of receiving it if it is sealed in its original packaging and unused, and its price will be refunded.
  • Opened or used perfumes cannot be returned unless they are damaged or not what you ordered.

4. Damaged or Wrong Perfume

If you receive a damaged perfume or one that differs from your order, tell us within 48 hours of receiving it, with a photo of the bottle and your order number. We will, as you prefer, replace it or refund the full amount, including the delivery fee.

5. Delivery Fees

  • Delivery fees are refunded if the order is cancelled before it is sent, or if the mistake or damage is ours.
  • Delivery fees are not refunded when an undamaged luxury perfume is returned after delivery.

6. How to Request a Cancellation or Refund

Contact us through the ബന്ധപ്പെടുക page and include:

  • Your name and the mobile number on your account.
  • The order number (shown in "My Orders").
  • The reason, with a photo if the perfume is damaged or wrong.

We may ask for more information to verify the order and payment.

7. Review

We review your request, verify the order and payment details, and let you know our decision once the review is complete.

8. How Refunds Are Paid

  • If you paid through Thawani, the refund goes back to your original payment method under the payment provider's process.
  • We process approved refunds within 14 days of approval. Your bank may take additional time to show the amount.

9. Your Legal Rights

Nothing in this policy restricts any consumer right under the laws and regulations of the Sultanate of Oman. If any part of it conflicts with a mandatory legal requirement, the legal requirement applies.