Refund policy

Refund and Return Policy for Alsahar Oud

Last updated: August 17, 2026

Thank you for shopping at Alsahar Oud (alsaharoud.com). We take immense pride in the authenticity, purity, and luxury quality of our fragrance collections.

Please review our policy carefully before completing your purchase.

1. 14-Day Return Window & Eligibility Conditions

In accordance with UK Consumer Protection Regulations regarding hygiene, personal care, and cosmetic items, we maintain a strict return policy to ensure product integrity:

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

  • The return request must be initiated within 14 calendar days of receiving your package.

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

  • The manufacturer’s protective plastic cellophane wrap, seals, and branded packaging must remain intact, untouched, and undamaged.

  • You must provide a valid proof of purchase (Order number and confirmation email).

Important Notice: Under the UK Consumer Contracts Regulations, fragrances and cosmetic products are strictly exempt from returns once the original sealed packaging/cellophane is opened, broken, or tampered with for health, hygiene, and product integrity reasons. Any opened, unsealed, or tested fragrance is strictly non-returnable and non-refundable.

2. Non-Returnable Items

We cannot accept returns or process refunds for:

  • Any item not in its original condition, damaged, or missing parts for reasons not due to our error.

  • Any fragrance where the outer cellophane wrapping or security seal has been unsealed or broken.

  • Items purchased on clearance, promotional bundles, or sale events.

  • Sample vials, discovery sets, or gift cards.

3. Return Shipping Costs

  • Customer Responsibility: Customers are responsible for paying their own shipping costs for returning items.

  • Tracked Service Required: We strongly advise using a recorded/tracked shipping service (such as Royal Mail Tracked or DPD) and purchasing shipping insurance. We do not guarantee receipt of returned items and cannot issue refunds for packages lost in transit.

  • Original Shipping Fees: Original outbound delivery fees paid at the time of purchase are non-refundable.

4. Damaged or Defective Items Upon Delivery

If your order arrives damaged or physically compromised during transit:

  1. You must contact us within 48 hours of delivery at contact@alsaharoud.com.

  2. You must provide clear, high-resolution photographs and/or videos of the damaged item, the outer delivery box, the internal packing materials, and the shipping label.

  3. Once reviewed and verified, we will arrange a replacement or issue a full refund including shipping costs for confirmed transit damages. Claims submitted after 48 hours of recorded delivery will not be accepted.

5. Refund Process & Physical Inspection

  • Once your returned package is received at our facility, our quality assurance team will inspect the item to verify that the seal and packaging are 100% intact and unopened.

  • We will notify you via email regarding the approval or rejection of your refund.

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

6. Order Cancellations

Orders are processed rapidly to ensure swift dispatch. If you wish to cancel an order, you must contact us immediately within 1 hour of placing the order. Once an order has been dispatched or picked for fulfillment, it cannot be canceled and must follow the standard return process upon delivery.

7. Contact Us

To initiate a return or if you have questions regarding your order:

  • Store Name: Alsahar Oud

  • Email: contact@alsaharoud.com

  • Website: https://alsaharoud.com

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