Refund Policy

Refund & Return Policy for Alsahar Oud Last updated: August 18, 2026

Thank you for choosing Alsahar Oud (alsaharoud.com). We take pride in the authenticity, purity, and luxury standards of our oriental and niche fragrance collections.

Please review our policy carefully before completing your purchase.

1. 14-Day Right of Withdrawal & Return Conditions In compliance with UK Consumer Contracts Regulations and EU Consumer Rights Directives regarding hygiene, personal care, and cosmetic products:

To be eligible for a return and full refund, all of the following conditions must be met:

  • The return request must be initiated within 14 calendar days from the date your order is marked as delivered.

  • The item must be completely unopened, unused, unsprayed, and in its pristine original condition.

  • The original cellophane wrapping, security seals, and exterior packaging must remain 100% intact and undamaged.

  • A valid proof of purchase (Order Confirmation Number and email address) must accompany the request.

Important Hygiene & Safety Notice:

Under UK and European Union regulations, fragrances, perfumes, and cosmetic items are strictly exempt from return once the protective plastic seal, cellophane wrap, or box closure has been unsealed, opened, or tested. Any opened or used fragrance is strictly non-returnable and non-refundable.

2. Non-Returnable Items We cannot accept returns or issue refunds for:

  • Any item not in its original, sealed condition or missing original packaging elements.

  • Any bottle where the exterior cellophane wrap, sticker seal, or box flap has been broken or altered.

  • Individual discovery sets, sample decants/vials, or digital gift cards.

  • Items purchased on clearance or promotional bundles that have been unsealed or tested.

3. Return Shipping & Costs

  • Customer Responsibility: Customers are responsible for arranging and paying the shipping costs for returning eligible items.

  • Tracked Service Mandatory: We strongly recommend utilizing a recorded and insured shipping service (e.g., Royal Mail Tracked, DPD, or national postal carriers with tracking). Alsahar Oud is not liable for return shipments lost, damaged, or delayed in transit.

  • Outbound Shipping: Original standard delivery fees paid at checkout are non-refundable.

4. Damaged, Defective, or Incorrect Items If your package arrives damaged, leaking, or with an incorrect item:

  • Contact our support team within 48 hours of delivery at contact@alsaharoud.com.

  • Provide clear, high-resolution photos/videos showing:

    1. The damaged product and seal condition.

    2. The exterior shipping box and internal packaging materials.

    3. The shipping label attached to the parcel.

  • Once inspected and approved, we will issue a replacement or a full refund, including return postage for verified transit issues. Claims filed after 48 hours cannot be honored.

5. Refund Processing & Inspection

  • Upon receipt at our London facility, our quality team will inspect the item to verify that the manufacturer packaging and security seals are fully intact.

  • You will receive an email notification regarding the approval or rejection of your return.

  • If approved, the refund will be processed automatically to your original payment method within 5 to 10 business days (actual posting times may vary depending on your bank or payment issuer).

6. Order Cancellations Our fulfillment process begins rapidly to guarantee prompt delivery. If you wish to cancel an order, you must notify us before fulfillment occurs (or within 1 hour of placing the order). Once an order has been picked, packed, or dispatched, it cannot be cancelled and must follow the standard return process upon receipt.

7. Contact Information & Return Inquiries

  • Store Name: Alsahar Oud

  • Official Website: https://alsaharoud.com

  • Customer Support Email: contact@alsaharoud.com

  • Business Address: Fonthill Road, London N4 3HT, United Kingdom

  • Operating Hours: Monday – Friday | 9:00 AM – 6:00 PM (GMT)