At Al Towba Perfumes, we aim to ensure that your order reaches you in good condition and as described. This Policy applies to purchases made through www.altowba.com and is subject to applicable UAE laws.

1. Returns and Exchanges

Eligible products may be returned or exchanged within 2 days of delivery receipt, provided they are unused, unopened, in their original condition and packaging, with all seals and labels intact.

For hygiene, contamination and product-integrity reasons, opened or used perfumery products and incense products cannot be returned or exchanged for change-of-mind reasons.

Perfume oils or other products specifically filled, measured, blended, customised or prepared according to the customer's order may also be non-returnable once preparation has started, except where required by law.

Perfume bottles and accessories may be returned if unused, undamaged and in their original condition and packaging.

2. Fragrance Preference

Fragrance perception varies from person to person and may be affected by skin chemistry, application, temperature, storage and other factors.

A customer's dislike of a fragrance, or perception that it smells different, stronger, weaker or lasts differently than expected, does not by itself mean that the product is defective.

3. Damaged, Defective or Incorrect Products

If you receive a damaged, defective, incomplete or incorrect product, please contact us with 24 hours after delivery receipt.

You may be required to provide your order number and photographs or videos of the product and packaging to help us verify the issue.

Once verified, we will provide an appropriate remedy, which may include a replacement, exchange or refund in accordance with applicable UAE law.

Please retain the product and its original packaging until your request has been reviewed.

4. Return Procedure

To request a return or exchange, contact our customer service team through the contact details provided on our website and provide the necessary details about your order.

Products should not be returned before receiving return instructions from us.

All returned products are subject to inspection before approval.

5. Return Shipping

For approved change-of-mind returns or exchanges, return delivery costs will be the customer's responsibility.

Where a return is due to a damaged, defective or incorrect product supplied by us, applicable return or replacement delivery costs will be handled in accordance with UAE law.

Original delivery charges may be non-refundable for change-of-mind returns unless otherwise required by law.

6. Refunds

Approved refunds will be made to the original payment method.

Processing times may vary depending on the bank, card issuer or payment provider.

Where products were purchased at a promotional or discounted price, any approved refund will be based on the actual amount paid.

7. International Returns

International customers must contact us before returning any product. Certain perfumes, sprays, liquids and fragrance products may be subject to courier or transportation restrictions.

For change-of-mind international returns, return shipping, customs duties, taxes or clearance charges are the customer's responsibility unless otherwise stated or required by law.