سياسة الاسترداد
Return & Refund Policy
Your satisfaction is at the heart of everything we do. Please read our policy carefully before making a purchase.
Last Updated: May 2026. This policy applies to all purchases made through our website and authorised retail channels. By completing a purchase, you agree to the terms outlined below.
1. Our Commitment to You
At Rawan Alkhair, every product is crafted with precision and care. We stand behind the quality of our fragrances and home scenting solutions. If your experience does not meet our standard, we are committed to making it right.
We encourage you to read product descriptions, strength indicators, and scent notes carefully before purchasing, as fragrance is a deeply personal and subjective experience.
2. Return Eligibility
We accept returns under the following conditions:
- The item is unused, unopened, and in its original sealed packaging.
- The return is requested within 7 days of the delivery date.
- The item was purchased directly through our official website or authorised channels.
- Proof of purchase (order number or receipt) is provided at the time of the return request.
- The product is free from any damage caused after delivery.
Important Note: Due to the nature of fragrance and personal hygiene products, we are unable to accept returns on opened, used, or partially used items — even if the product was not to your personal scent preference. We strongly recommend reviewing our scent profiles before purchasing.
3. Non-Returnable Items
The following items are strictly non-returnable and non-refundable:
- Opened or used aroma diffusion oils, reed diffusers, or fragrance bottles.
- Items purchased on sale, during promotional periods, or using discount codes.
- Gift sets and bundled products that have been partially opened or used.
- Custom or personalised orders.
- Items that show signs of tampering, damage caused post-delivery, or missing components.
- Digital products or downloadable content.
4. Damaged or Incorrect Orders
If your order arrives damaged, defective, or incorrect, we sincerely apologise. Please contact us within 48 hours of receiving your order with:
- Your order number.
- Clear photographs of the damaged or incorrect item and its packaging.
- A brief description of the issue.
Upon verification, we will arrange a free replacement or full refund at no additional cost to you. We will also cover the return shipping cost for damaged or incorrect items.
5. How to Initiate a Return
To begin the return process, please follow these steps:
- Email us at support@rawanalkhair.com with your order number, reason for return, and supporting photographs if applicable.
- Our customer care team will review your request and respond within 2–3 business days.
- If approved, you will receive a return authorisation number and shipping instructions.
- Pack the item securely in its original packaging and include your return authorisation number.
- Ship the item to the address provided. We recommend using a tracked shipping service.
Please note: returns sent without prior authorisation will not be processed and may be returned to the sender at their expense.
6. Refund Process
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund within 3–5 business days.
- Refund Timeline: 5–10 business days
- Refund Method: Original payment method
- Processing Time: 3–5 business days
- Currency: Original purchase currency
Approved refunds will be credited to your original payment method. Depending on your bank or card issuer, it may take an additional 3–7 business days for the amount to reflect in your account.
Shipping fees and handling charges are non-refundable unless the return is due to our error (damaged, defective, or wrong item).
7. Exchanges
We currently do not offer direct product exchanges. If you wish to exchange an item, please initiate a return for the eligible product (subject to our return conditions) and place a new order for your preferred item.
Our customer care team is happy to assist you in selecting the right fragrance or product before you reorder.
8. Return Shipping Costs
Unless the return is due to a damaged, defective, or incorrect item (in which case Rawan Alkhair covers all shipping costs), the customer is responsible for return shipping costs.
We recommend using a trackable courier service. Rawan Alkhair is not responsible for items lost or damaged during return transit.
9. Orders & Cancellations
Orders can be cancelled within 12 hours of placement, provided they have not yet been dispatched. To request a cancellation, contact us immediately at support@rawanalkhair.com with your order number in the subject line.
Once an order has been dispatched, it cannot be cancelled and will be subject to our standard return policy upon delivery.
10. Contact Us
Our customer care team is here to assist you. For any questions regarding this policy or your order, please reach out through the following:
- Email: support@rawanalkhair.com
- Website: rawanalkhair.com
- Address: Office No. GF4, Malak Maitha Ali Abdullah Al Owais Building, Port Saeed, Deira, Dubai, United Arab Emirates
- Response Time: 2–3 business days