Areej Al ward Perfumes

www.areejalward.com  |  United Arab Emirates

Refund, Return & Exchange Policy

Effective Date: April 2026  |  Governed by UAE Federal Law No. 15 of 2020 on Consumer Protection and Cabinet Decision No. 66 of 2023 (Executive Regulations)

 

At Areej Al Ward, we are committed to your complete satisfaction. This policy sets out your rights and our obligations in accordance with UAE consumer protection law. Please read it carefully before making a purchase. Nothing in this policy limits or waives any right granted to you by applicable UAE law.

Under Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations (Cabinet Decision No. 66 of 2023), you have the following statutory rights as a consumer in the UAE:

 

·       The right to accurate product information, including ingredients, country of origin, and specifications.

·       The right to receive goods that match their advertised description and are free from defects.

·       The right to a refund, replacement, or repair for defective or misdescribed goods.

·       The right to fair compensation for damages caused by defective products.

·       The right to file a complaint with the Ministry of Economy or the relevant emirate's Consumer Protection Department.

 

Reference: Federal Law No. 15 of 2020, Articles 4–6; Cabinet Decision No. 66 of 2023

We accept returns and exchanges within the timeframes below, provided the conditions in Section 3 are met:

Reason for Return	Timeframe	Resolution
Defective, damaged, or faulty product	Within 14 days of delivery	Full refund, replacement, or store credit (your choice)
Product does not match its description / wrong item sent	Within 14 days of delivery	Full refund or replacement
Sealed, unopened product – change of mind	Within 7 days of delivery	Exchange or store credit (no cash refund for change of mind)
Order not delivered / lost in transit	Within 7 days of expected delivery date	Full refund or re-shipment

Reference: UAE Consumer Protection Law, Article 12; DED Blue Book consumer return guidelines

To be eligible for a return or exchange, the following conditions must be satisfied:

·       The product must be in its original, unused condition with all original packaging, seals, and accessories intact — unless the return is due to a defect or damage discovered upon opening.

·       You must provide proof of purchase (order confirmation email, invoice, or receipt). UAE law requires consumers to retain invoices to secure their rights.

·       The return request must be submitted within the applicable timeframe (see Section 2).

·       The product must not fall under the non-returnable category listed in Section 4.

⚠️ Hygiene Notice: Due to the personal nature of perfumes and the health and safety considerations applicable to cosmetic products in the UAE, opened or used products cannot be accepted for return unless they are defective or misdescribed. This is consistent with UAE regulations on the resale of personal care items.

The following items cannot be returned or exchanged, except where they are defective or not as described:

·       Opened or used perfume bottles and fragrance products (hygiene and safety reasons)

·       Products that have been customised, personalised, or made to order (e.g. bespoke blends)

·       Products marked as "Final Sale" or purchased at a clearance discount clearly stated at the time of purchase

·       Gift cards and promotional vouchers

·       Free gifts or complimentary samples included with an order

Note: UAE Consumer Protection Law allows suppliers to restrict returns on hygiene-sensitive goods, provided this is clearly disclosed to consumers before purchase.

To initiate a return or exchange, please follow these steps:

1.     Contact us within the applicable return window via email, WhatsApp, or our website contact form (see Section 9 for contact details).

2.     Provide your order number, the item(s) you wish to return, and the reason for your return. For defective items, please include clear photographs or a short video.

3.     Await our confirmation. We will respond within 2 business days with instructions, including the return shipping address if applicable.

4.     Ship the item (if required) using a trackable courier service. We recommend retaining your shipping receipt until the return is processed.

5.     Receive your resolution. Once we receive and inspect the returned item, we will process your refund, exchange, or store credit within the timeframe set out in Section 6.

Reference: UAE E-Commerce Law (Federal Decree-Law No. 14 of 2023), Article 6 – right to clear complaint and return procedures

Refund Timelines

·       Credit/debit card payments:Refunded to your original card within 7–14 business days of return approval, depending on your bank.

·       Cash on delivery (COD) payments:Refunded via bank transfer within 5–7 business days. You will be asked to provide your UAE bank account details.

·       Store credit / voucher:Issued within 1–2 business days of return approval.

Areej Al Ward Perfumes will cover the cost of return shipping only in cases where the product is defective, damaged, or incorrectly sent. For change-of-mind returns (sealed/unopened items), the customer bears the return shipping cost.

Reference: UAE Consumer Protection Law, Article 14

If your product arrives damaged, leaking, or is in any way defective, you are entitled to a full refund or a free replacement at no additional cost to you, in accordance with UAE law.

Please report damage or defects within 14 days of delivery. We may request photographic evidence to process your claim swiftly. We will arrange collection of the defective item at our expense.

Where a product is found to be unsafe or subject to a recall, we will comply with our obligations under UAE law to notify affected customers and provide a full refund or replacement, coordinating with the relevant authorities as required.

Reference: Federal Law No. 15 of 2020, Article 11; Executive Regulations, Articles 6–7

If Areej Al Ward Perfumes reduces the price of an item you purchased within 7 days prior to the sale or promotion being announced, and that price reduction was not disclosed to you at the time of purchase, you are entitled to a refund of the price difference in accordance with the UAE Consumer Protection Executive Regulations.

To claim a price adjustment, please contact us with your order number and details of the price change within 7 days of the promotional price being announced.

Reference: Cabinet Decision No. 66 of 2023 (Executive Regulations), Article on Price Transparency

We aim to resolve all complaints fairly and promptly. If you are not satisfied with our response, you have the right under UAE law to escalate your complaint to the relevant authority:

·       Dubai: Dubai Economy and Tourism (DET) – consumerrights.ae or call 600 545555

·       Abu Dhabi: Abu Dhabi Department of Economic Development – tamm.abudhabi

·       All Emirates: Ministry of Economy Consumer Protection – economy.gov.ae or call 600 522225

You may also submit a complaint via the Consumer Rights app available on the UAE Government's digital platforms.

Reference: Federal Law No. 15 of 2020, Article 17 – Consumer complaint rights

For any return, refund, or product enquiries, please reach out to our customer service team:

Email: info@areejalward.com

WhatsApp / Phone: +971 58 2223518

Website: www.areejalward.com

Business Hours: Sun–Thu, 9:00 AM – 6:00 PM (UAE time)

Areej Al Ward Perfumes reserves the right to update this policy at any time in order to reflect changes in UAE law or our business practices. Any changes will be posted on our website with an updated effective date. Your statutory rights under UAE law are not affected by any updates to this policy.

This policy is governed by the laws of the United Arab Emirates. Any disputes arising from this policy shall be subject to the jurisdiction of the UAE courts.

© 2026 Areej Al Ward Perfumes. All rights reserved.  |  www.areejalward.com