Refund policy

Thank you for shopping at Zam Zam Perfumes (https://zamzamperfumes.com/). Due to the personal and hygienic nature of fragrance and beauty products, our policy applies specific guidelines to protect product integrity and customer safety under United Arab Emirates consumer protection regulations.

1. RETURN WINDOW

We offer a 14-day return and exchange policy from the exact date your package is delivered to your address. If 14 days have gone by since your order was delivered, unfortunately, we cannot offer you a refund, return, or exchange.

2. ELIGIBILITY CRITERIA FOR RETURNS

To qualify for a standard return, replacement, or exchange, your item must meet the following strict conditions:

  • The perfume bottle must be completely unused, un-sprayed, and unaltered.

  • The product must be in its original retail packaging, including any original undamaged outer cellophane wrapping, brand boxes, and safety seals intact.

  • You must provide the original receipt, invoice, or digital proof of purchase from our online store.

Note: We reserve the right to refuse any returns that show signs of usage, damage to the brand packaging, or missing promotional items/gifts that accompanied the original order.

3. EXEMPTIONS & NON-RETURNABLE ITEMS

The following items cannot be returned or refunded under any circumstances:

  • Products purchased during special clearance sales, seasonal flash promotions, or items marked explicitly as "Final Sale."

  • Perfumes where the outer plastic wrap/cellophane sealing has been torn, cut, opened, or discarded.

  • Customized, customized, or tailored fragrance items.

4. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

We take absolute care in packaging and handling your orders. However, if you receive an item that is defective, damaged during transit, or completely incorrect (wrong perfume shipped), please report it to our customer support team within 24 to 48 hours of delivery.

Please contact us via email or WhatsApp with high-quality photos or video proof of the defective product and its shipping package. Once verified, we will arrange a complimentary replacement or process a full refund without charging you any additional shipping or return fees.

5. THE RETURN & RECOVERY PROCESS

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

  1. Contact us via email at contact@zamzamperfumes.com or message our WhatsApp support line.

  2. Once your return request is approved for evaluation, we will schedule our courier partner to collect the item from your registered UAE address.

  3. Upon receiving the returned item at our facility in Al Karama, Dubai, our quality inspection team will thoroughly evaluate the packaging and bottle condition.

  4. We will immediately notify you of the final approval or rejection of your refund based on the product’s returned condition.

6. REFUND METHODS & TIMELINES

If your return is officially approved, your refund will be automatically processed using your original payment choice:

  • Credit/Debit Card Payments: Approved refunds will be credited back to the original card used during purchase. Please note that banks or card processing systems typically take 7 to 14 business days to reflect the amount back on your bank statement.

  • Cash on Delivery (COD): For orders paid via Cash on Delivery, refunds will be issued either via direct bank transfer to a valid UAE bank account or via a digital store credit voucher code, based on your preference during support communication.

7. RETURN SHIPPING FEES

For standard returns based on personal reasons (e.g., change of mind, incorrect choice, or personal scent preference mismatches), the buyer is responsible for paying the return courier collection fee (typically between 15 AED to 25 AED depending on your Emirate). If the return is due to an error on our part (damaged, expired, or incorrect product), Zam Zam Perfumes will cover all shipping and handling costs.

8. CUSTOMER SERVICE CONTACT DETAILS

For any questions regarding your returns, refunds, or exchanges, please reach out to us using our official details below:

  • Physical Address: Al Wasl Building, 33, 39th Street, Al Karama, Dubai, UAE

  • Official Support Email: contact@zamzamperfumes.com

  • Primary Contact Number: +971 50 219 2254

  • Secondary Contact Number: +971 54 279 1083