Return & Refund Policy
At Arabian Flames, we hope that you are completely satisfied with your purchase. If you wish to return or exchange an eligible product, please review this policy carefully before submitting your request. For additional information, please refer to our Terms and Conditions.
Seven-Day Return Period
Eligible products may be returned or exchanged within seven calendar days from the date on which the order is delivered.
The return or exchange request must be submitted within this seven-day period. Once your request has been approved, you must follow the return instructions provided by Arabian Flames and ship the product within the specified time.
Requests submitted after seven calendar days will not be accepted, except where the product is defective, damaged upon delivery, incorrect, or where otherwise required by applicable law.
Return and Exchange Conditions
To qualify for a return or exchange, the product must:
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Be unused, unopened, and in its original condition.
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Remain fully sealed in its original packaging.
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Include all original packaging, accessories, samples, complimentary products, and components supplied with the order.
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Be accompanied by the Shopify order number, order confirmation, receipt, or other acceptable proof of purchase.
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Be securely packaged to prevent damage during return transportation.
All returned products will be inspected before a return, refund, or exchange is approved.
Products that do not satisfy these conditions will not be accepted and may be returned to the customer at the customer’s expense.
Returns and Exchanges
Each full-size 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.
A full-size fragrance will not be eligible for return, refund, or exchange if the bottle or its protective packaging has been opened, unsealed, sprayed, tested, used, altered, or damaged.
Customers are therefore requested to experience the fragrance using the matching sample before opening the full-size bottle.
This restriction does not affect your rights where the fragrance received is defective, damaged upon delivery, incorrect, or otherwise does not conform to your order or applicable law.
Non-Returnable Products
The following products cannot be returned or exchanged:
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Gift cards.
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Personalized, customized, or made-to-order products.
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Products that are liable to deteriorate or expire rapidly.
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Products returned without their original packaging, components, or proof of purchase.
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Products that have been opened, unsealed, used, altered, or damaged after delivery.
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Sealed products that are unsuitable for return after being opened for hygiene, health protection, safety, or product-integrity reasons.
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Full-size fragrances that have been opened, unsealed, sprayed, tested, or used.
These exclusions do not apply where a product is defective, damaged upon delivery, incorrect, or subject to mandatory return, replacement, repair, or refund rights under applicable law.
Defective, Damaged, or Incorrect Products
Please inspect your order immediately after delivery.
If you receive a defective, damaged, or incorrect product, contact us as soon as possible at sales@arabianflames.com.
Use the following email subject:
Return Request: [Your Order Number]
Please include:
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Your full name.
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Your Shopify order number.
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A description of the issue.
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Clear photographs or videos showing the product, packaging, and relevant defect or damage.
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A photograph of the shipping label, where applicable.
Please do not use, open, dispose of, or return the affected product before receiving instructions from our customer service team.
How to Request a Return or Exchange
Option 1: Through Your Shopify Customer Account
If online return requests are available on our website:
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Sign in to your customer account using the email address associated with your order.
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Open the relevant order.
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Select the product you wish to return.
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Choose the reason for your return and add any required information.
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Submit your return request.
Submitting a request does not automatically mean that the return or exchange has been approved.
Option 2: By Email
If the online return option is unavailable, email sales@arabianflames.com within seven calendar days of delivery.
Use the following email subject:
Return Request: [Your Order Number]
Include your name, Shopify order number, the product you wish to return or exchange, and the reason for your request.
Return Authorization
We will review your request and normally respond within one to two business days.
If your request is approved, you will receive return authorization and instructions by email.
Products sent without prior return authorization may not be accepted.
Approval of a return request does not guarantee a refund or exchange. Final approval will be provided only after the returned product has been received and inspected.
Preparing and Sending Your Return
Once your return has been authorized:
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Place the eligible product in its original packaging.
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Include all accessories, matching samples, complimentary products, and components originally supplied with the order.
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Include the return documentation provided by Arabian Flames, where applicable.
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Package the parcel securely to prevent damage during transportation.
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Send the parcel using a traceable shipping method and retain the shipment receipt and tracking number.
Unless the product is confirmed to be defective, damaged upon delivery, or incorrect, the customer is responsible for all return shipping costs.
Arabian Flames is not responsible for returned parcels that are lost, delayed, or damaged during transportation when the customer arranges the return shipment.
Inspection of Returned Products
You will be notified when your return has been received.
All returned products will be inspected to confirm compliance with this policy.
A product is considered accepted for return only after Arabian Flames has completed the inspection and sent written confirmation of acceptance.
We reserve the right to refuse a return or exchange if the product shows signs of opening, unsealing, spraying, testing, use, alteration, accidental damage, or improper handling.
Exchanges
Approved exchanges are subject to product availability.
You may select a replacement product of equivalent value.
If the replacement product has a higher price, you will be required to pay the difference before it is dispatched.
If the replacement product has a lower price, the eligible difference will be issued as a credit note for use toward your next purchase. The credit note cannot be exchanged for cash or refunded to the original payment method.
If the requested replacement product is unavailable, we may offer an alternative product or issue an eligible refund.
Refunds
Once the returned product has been inspected, 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 to place the order.
The refund will be limited to the eligible amount paid for the returned product.
Original delivery charges and return shipping costs are not refundable unless the product is confirmed to be defective, damaged upon delivery, or incorrect.
After the refund has been processed, it may take up to 10 business days to appear in your account, depending on your bank, card issuer, or payment provider.
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, and the customer may be responsible for any related handling, storage, or delivery costs.
Contact Us
For assistance with a return, refund, or exchange, please contact: +971 50 855 5862 or by email
sales@arabianflames.com.