Refund policy

Return & Refund Policy

At Fragrant Souq, we strive to provide you with high-quality products and exceptional customer service. If you are not completely satisfied with your purchase, we offer a 10-day return policy to ensure a hassle-free shopping experience.

1. Return Policy

1.1 Return Window

You have 10 days from the date of receiving your order to request a return.

1.2 Eligibility for Returns

To be eligible for a return, your item must meet the following conditions:

Condition: The product must be unused, unworn, and in its original condition.
Packaging: It must be returned in the original packaging, including any tags, manuals, accessories, or complimentary items that came with the product.
Proof of Purchase: You must provide a receipt or valid proof of purchase to initiate a return.

Important: Items that are damaged due to improper use, mishandling, or negligence will not be accepted for return.

2. How to Initiate a Return

To begin the return process, follow these simple steps:

Your order number
The item(s) you wish to return
The reason for the return
Supporting photos (if applicable)

Approval & Return Instructions:

If your return is approved, we will send you a return shipping label and detailed instructions on how to ship the item back to us.
If your return request does not meet our eligibility criteria, we will inform you accordingly.

Ship the Item: Once you receive our return instructions, send the item back to us using the provided return shipping label.

⚠️ Note: Items returned without prior approval will not be accepted.

3. Damaged, Defective, or Incorrect Items

We take quality control seriously, but if you receive a damaged, defective, or incorrect item, please contact us immediately.

3.1 What to Do If You Receive a Damaged or Incorrect Item

Inspect your order upon delivery.
If you notice any defects, damages, or incorrect items, email us at care@fragrantsouq.com within 48 hours of receiving your package.
Provide clear photos of the issue for faster resolution.

Once we verify the issue, we will offer one of the following solutions:

A replacement of the defective or incorrect item.
A full refund (if a replacement is not available).
A store credit that can be used for future purchases.

4. Exchange Policy

If you need a different size, color, or variant of a product, the fastest way to get what you need is to:

Return the original item by following our return process.
Place a new order for the desired item.

Once your return is approved and processed, you will receive a refund, and you can use it towards your new purchase.

6. Refund Process

6.1 Refund Approval

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

6.2 Refund Method & Timeline

If approved, your refund will be issued to your original payment method within 15 business days.

Processing times may vary depending on your bank or payment provider. If you haven’t received your refund after 15 business days, please contact us at care@fragrantsouq.com for further assistance.

📌 Note: Shipping fees and any non-refundable charges (such as gift-wrapping fees) will not be refunded.

7. European Union – 14-Day Cooling-Off Period

For orders shipped to the European Union, customers have the right to cancel or return their order within 14 days, for any reason and without justification.

Conditions for EU Returns:

The item must be unused, in its original condition, with tags, and in its original packaging.
Proof of purchase is required.

To request a return under the EU Cooling-Off Period, please contact us at shop@fragrantsouq.com within 14 days of receiving your order.

8. Contact Us

For any return, exchange, or refund inquiries, feel free to reach out to us:

Fragrantsouq

Address : 7 18A St - Deira - Al Ras - Dubai - United Arab Emirates
Email : shop@fragrantsouq.com
Phone : +971 555533706
Opening Hours: Monday to Friday, 10 AM to 6 PM (GMT+4)