At Al Azrin Perfume, we are committed to providing our customers with quality products and the best possible shopping experience. However, we understand that certain circumstances may require you to request a return, refund, or order cancellation.
To ensure transparency and customer satisfaction, we have outlined our Cancellation, Return & Refund Policy below. Please read the following terms and conditions carefully before making a purchase.
1. Overview of the Policy
This policy outlines the terms and conditions under which:
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Customers may request a return of purchased products for valid reasons.
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Refunds may be issued for eligible purchases, subject to the conditions mentioned below.
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Orders may be cancelled within the specified time frame.
Al Azrin Perfume strives to handle return, refund, and cancellation requests fairly. However, certain restrictions may apply depending on the product type, brand guidelines, hygiene requirements, and applicable laws. Any product-specific terms communicated at the time of purchase shall also apply, subject to applicable law.
2. What Products Can Be Returned?
Customers may request a return or report an issue in the following situations:
(a) The product received is faulty or defective, such as a damaged, broken, or leaking perfume bottle.
(b) The product delivered is different from the product ordered.
(c) The product received has significant differences from its description or images displayed on our website.
(d) The package arrives damaged or contains missing or incorrect items.
(e) The customer receives an incorrect product variant, size, or quantity compared with the order confirmation.
Important Note: For complaints involving damaged products, missing items, empty packages, or suspected package tampering, customers may be required to provide a clear unboxing video showing the package and the issue. Please retain the original packaging and contact our customer support team as soon as possible.
Unboxing videos help us investigate delivery-related complaints. However, complaints will be reviewed in accordance with applicable consumer protection laws.
NOTE: IN CASE OF ANY FAULTY DELIVERY COMPLAINT FOR RETURN OR REFUND(E.I: IF PRODUCT GOT STOLEN FROM THE PACKAGE, IF RECEIVED DAMAGED PRODUCT , RECEIVED EMPTY PACKAGE) YOU MUST HAVE TO PROVIDE US THE UNBOXING VIDEO OF THE PACKAGE FOR YOUR QUERY TO BE ENTERTAINED BY OUR COSTUMER CARE, WITHOUT VIDEO NO COMPLAINT WOULD BE ENTERTAINED.
3. Products That Cannot Be Returned
Returns may not be accepted for the following products, except where the product is defective, incorrectly supplied, or a return is otherwise required by applicable law:
(a) Products that have been used, opened, damaged by the customer, or returned in an unsuitable condition.
(b) Perfumes and other sealed products whose original seal has been broken, where hygiene and product integrity prevent resale.
(c) Personal-care, cosmetic, and other consumable products that have been opened or used, subject to applicable law.
(d) Custom-made, personalized, or specially prepared products that cannot reasonably be resold, except where otherwise required by law.
(e) Products purchased during sales, promotional offers, or special discount campaigns, unless they are defective, incorrectly delivered, or otherwise eligible under applicable law or the stated offer terms.
(f) Products returned without their original packaging, accessories, labels, or other supplied items, where these are required to assess eligibility.
4. Conditions for Returning Products
To help us process a return request, the following conditions should generally be met:
(a) The product must be returned in its original condition, along with the original packaging, labels, accessories, and invoice, where applicable.
(b) The product must not have been damaged through misuse or improper handling by the customer.
(c) The original product packaging should remain intact wherever possible.
(d) Customers must provide their order ID and a clear description of the issue.
(e) Replacement requests will depend on product availability. If a replacement is unavailable, an appropriate refund or alternative resolution may be offered, subject to applicable law.
5. Refund Eligibility and Procedure
To request a return, refund, or report a problem with an order, customers should contact the Al Azrin Perfume customer support team through the contact details provided on our website.
Please include the following information:
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Full name used for the order.
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Order ID or order number.
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Product name and, where possible, a photograph of the product.
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A detailed description of the issue.
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Supporting photographs or an unboxing video, where relevant.
Customers should report any issue within 3 days of receiving the product, wherever possible, to help us investigate and resolve the matter promptly.
Once the request has been reviewed and approved, our team will provide instructions regarding the return, replacement, or refund process.
Approved refunds will generally be processed through the original payment method, where possible. The time taken for the amount to reflect in the customer's account may depend on the payment provider or bank.
Nothing in this policy limits any consumer rights or remedies available under applicable law.
6. Order Cancellation Policy
(a) Customers may request cancellation within 12 hours of placing the order, provided the order has not already been dispatched or otherwise become ineligible for cancellation under applicable terms.
(b) Customized, personalized, or specially prepared orders may not be eligible for cancellation once production or preparation has started, subject to applicable law.
(c) If an order has not yet been dispatched, customers may contact our support team to request cancellation. Cancellation will be confirmed once approved by Al Azrin Perfume.
(d) Orders that have already been dispatched may not be eligible for cancellation through the standard cancellation process. Customers should contact our support team for assistance.
(e) If an order is cancelled before dispatch and payment has already been collected, any eligible refund will be processed in accordance with the applicable refund procedure.
7. Order Cancellation by Al Azrin Perfume
Al Azrin Perfume reserves the right to cancel an order in circumstances such as:
(a) The product is out of stock or unavailable.
(b) A significant pricing or listing error has occurred.
(c) Payment verification or order confirmation cannot be completed.
(d) The order appears fraudulent or cannot be fulfilled for a legitimate operational or legal reason.
If an order is cancelled after payment has been received, any applicable refund will be initiated in accordance with applicable law and the relevant payment provider's procedures.
Note: We Have The Authority To Cancel Any Order Which Is Price Mistaken Or Out Of Stocks.