Return & Refund Policy

At Arabian Flames, we want you to be completely satisfied with your purchase. If you wish to return or exchange an eligible product, please review the conditions below before submitting your request.

For additional information, please refer to our Terms & Conditions.

1. Return & Exchange Period

Eligible products may be returned or exchanged within 7 calendar days from the date of delivery.

Return or exchange requests must be submitted within this period. Once approved, the product must be returned according to the instructions and timeframe provided by Arabian Flames.

Requests submitted after 7 calendar days will not be accepted, except for defective, damaged, or incorrect products, or where otherwise required by applicable law.

2. Return Eligibility

To qualify for a return or exchange, products must meet the following conditions:

• Be unused, unopened, and in their original condition.
• Remain fully sealed in their original packaging.
• Include all original packaging, accessories, matching samples, complimentary items, and components supplied with the order.
• Be accompanied by a valid order number, receipt, or other proof of purchase.
• Be securely packaged to prevent damage during return shipping.

All returned products are subject to inspection. Products that do not meet these conditions may be refused and returned to the customer at their expense.

Fragrances & Matching Samples

Each full-size Arabian Flames fragrance is supplied with a matching sample, allowing you to experience the fragrance before opening the full-size bottle.

You may open and test the matching sample while keeping the full-size fragrance completely sealed.

To remain eligible for a return or exchange, the full-size fragrance and its protective packaging must remain unused, unopened, undamaged, and fully sealed.

Full-size fragrances that have been opened, unsealed, sprayed, tested, used, altered, or damaged are not eligible for return, refund, or exchange.

These restrictions do not affect your rights if the product is defective, damaged upon delivery, incorrect, or otherwise does not conform to your order or applicable law.

3. Non-Returnable Products

The following products are not eligible for return or exchange:

• Gift cards.
• Personalized, customized, or made-to-order products.
• Products that deteriorate or expire rapidly.
• Products returned without their original packaging, components, or proof of purchase.
• Products that have been opened, unsealed, used, altered, or damaged after delivery.
• Sealed products that cannot be returned after opening for hygiene, health protection, safety, or product-integrity reasons.
• Full-size fragrances that have been opened, unsealed, sprayed, tested, or used.

These exclusions do not apply to defective, damaged, or incorrect products, or where mandatory consumer protection laws provide rights to a return, replacement, repair, or refund.

4. Damaged, Defective or Incorrect Orders

Please inspect your order as soon as it arrives.

If you receive a damaged, defective, or incorrect product, contact us as soon as possible at sales@arabianflames.com.

Email Subject: Return Request: [Your Order Number]

Please include the following information:

• Your full name.
• Your Shopify order number.
• A description of the issue.
• Clear photographs or videos of the product, packaging, and relevant damage or defect.
• A photograph of the shipping label, where applicable.

Please do not open, use, dispose of, or return the affected product before receiving instructions from our Customer Care team.

5. How to Request a Return or Exchange

You can submit a return or exchange request using one of the following methods.

Option 1: Through Your Customer Account

If online return requests are available on our website:

1. Sign in to your customer account using the email address associated with your order.
2. Open the relevant order.
3. Select the product you wish to return.
4. Choose the reason for your return and provide any required information.
5. Submit your return request.

Please note that submitting a return request does not automatically guarantee approval.

Option 2: By Email

If the online return option is unavailable, please email sales@arabianflames.com within 7 calendar days of delivery for a standard return or exchange.

Email Subject: Return Request: [Your Order Number]

Include your full name, order number, the product you wish to return or exchange, and the reason for your request.

6. Return Authorization & Shipping

Return Approval

Our Customer Care team will review your request and normally respond within 1-2 business days.

If your request is approved, you will receive return authorization and detailed instructions by email.

Products sent without prior authorization may not be accepted.

Final approval of a refund or exchange is subject to inspection of the returned product.

Preparing Your Return

Once your return has been authorized:

1. Place the eligible product in its original packaging.
2. Include all original accessories, matching samples, complimentary items, and supplied components.
3. Include any return documentation provided by Arabian Flames.
4. Securely package the parcel to prevent damage during transportation.
5. Use a traceable shipping method and retain your shipment receipt and tracking number.

Return Shipping Costs

Unless the product is confirmed to be defective, damaged upon delivery, or incorrect, return shipping costs are the customer's responsibility.

Arabian Flames is not responsible for parcels lost, delayed, or damaged during return transportation when the customer arranges the shipment.

Return Inspection

You will be notified when your returned product has been received.

All returned items are inspected to ensure they meet our return conditions. A return is considered accepted only after inspection is completed and written confirmation is issued.

Returns may be refused if products show signs of opening, unsealing, spraying, testing, use, alteration, accidental damage, or improper handling.

7. Exchanges

Approved exchanges are subject to product availability.

You may exchange an eligible product for another product of equivalent value.

• Higher-priced product: You will need to pay the price difference before the replacement is dispatched.
• Lower-priced product: The eligible difference will be issued as a credit note for a future purchase. Credit notes cannot be exchanged for cash or refunded to the original payment method.
• Unavailable product: We may offer an alternative product or an eligible refund.

Any mandatory refund rights under applicable law remain unaffected.

8. Refunds

Once we receive and inspect your returned product, we will notify you whether your refund has been approved or refused.

Approved refunds will be processed through Shopify and issued to the original payment method used for your purchase.

The refund amount will be limited to the eligible amount paid for the returned product.

Original delivery charges and return shipping costs are non-refundable unless the product is confirmed to be defective, damaged upon delivery, or incorrect, or where otherwise required by applicable law.

Once processed, refunds may take up to 10 business days to appear in your account, depending on your bank, card issuer, or payment provider.

9. Refused Returns

If a returned product does not comply with this policy, the return may be refused.

The product may be sent back to the customer, who may be responsible for any related handling, storage, or delivery costs.

10. Contact Us

For assistance with returns, refunds, or exchanges, please contact our Customer Care team.

Email: sales@arabianflames.com

Phone: +971 50 855 5862