We aim to handle returns, refunds and cancellations clearly and fairly while preserving customers’ statutory rights.
Return window
A customer may request a return within 7 calendar days after receiving the product.
Change-of-mind returns
- A return may be requested within the seven-day return window.
- The original delivery charge is non-refundable once the order has been dispatched.
- The customer bears the return shipping cost for a change-of-mind return.
Perfumes
An opened perfume bottle may be returned after reasonable testing. Reasonable testing means normal, limited use to assess the fragrance.
Products showing substantial consumption, misuse, damage caused after delivery, or use clearly beyond reasonable testing are not eligible as ordinary change-of-mind returns.
Consumable and hygiene-sensitive products
For body musk, sprays, dukhoon, oud and similar consumable or hygiene-sensitive products, change-of-mind returns should be unused or unconsumed and, where applicable, unopened.
This restriction does not limit customer rights where an item is defective, damaged, incorrect, incomplete or materially different from its description.
Gift boxes
Return eligibility follows the conditions applicable to the individual contents. The presentation box and included items should be returned together where reasonably possible.
Defective, damaged, incorrect or non-conforming goods
Where Kenz Al Oud supplies a defective or damaged product, an incomplete order, the wrong product, or a product materially inconsistent with its description, Kenz Al Oud will provide an appropriate remedy in accordance with applicable UAE consumer law.
The customer will not be charged return or redelivery costs arising from Kenz Al Oud’s error or product non-conformity.
Cancellations
- Before dispatch: an order may be cancelled without shipping charges.
- After dispatch: cancellation is treated as a return.
- For a change of mind after dispatch, original delivery fees are non-refundable and the customer bears return shipping costs.
- The customer does not bear return costs where the return is due to defect, damage, incorrect fulfilment or other seller-side non-conformity.
Refunds
- Once an eligible return is received and inspected, an approved refund will be initiated within 7 business days.
- Banks or payment providers may require additional processing time after the refund is initiated.
- Refunds for payments made online are normally returned to the original payment method.
Consumer rights
This policy does not limit any mandatory consumer rights available under applicable laws of the United Arab Emirates.