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Return & Refund Policy

Your satisfaction matters to us. Here is exactly how returns, exchanges and refunds work at The Fragrance Secrets — including our 7-day window and the simple, WhatsApp-first way to start.

Last updated: 1 July 2026

The Fragrance Secrets is a UAE-based fragrance retailer. We want you to shop with complete confidence, which is why every product is 100% authentic and backed by this Return & Refund Policy. Because fragrances are personal-care products, some conditions apply — please read this policy carefully before requesting a return. All refunds are processed in United Arab Emirates Dirhams (AED).

Return Eligibility

You may request a return or exchange on most items purchased directly from thefragrancesecrets.com, provided they meet the condition requirements below. To be eligible, the item must be:

  • Purchased directly from The Fragrance Secrets (orders from third-party sellers are not covered).
  • Unopened, unused and still in its original manufacturer seal.
  • Returned within our 7-day return window.
  • Accompanied by proof of purchase, such as your order number or confirmation.

Return & Exchange Window

You have 7 days from the date you receive your order to request a return or exchange. Requests made after this window has closed cannot be accepted, as we are unable to verify the storage conditions of the product once it has left our care for an extended period.

We recommend inspecting your order as soon as it arrives so that any issue can be raised well within the 7-day window.

Required Condition

Because perfumes are sensitive, sealed personal-care goods, returned items must reach us in fully resalable, as-delivered condition. This means the product must be:

  • Unopened — the box and bottle must not have been opened or used, and the atomiser must not have been sprayed.
  • Sealed — the original manufacturer cellophane or seal must be fully intact and undamaged.
  • In original packaging — returned in its complete original box, with any inserts, cellophane, caps and free gifts included.

Items returned opened, used, unsealed, damaged by the customer, or with missing packaging or components are not eligible for a refund and may be returned to you at your cost.

Non-Returnable Items

For hygiene, safety and made-to-order reasons, the following items cannot be returned or refunded:

  • Opened or used fragrances — any perfume, attar, oil or spray whose seal has been broken or that has been tested or applied.
  • Gift cards and store credit.
  • Custom Mix-into-Spray made-to-order items — bespoke blends are hand-prepared to your chosen size and strength specifically for you and cannot be resold.
  • Free gifts, samples and promotional items received with an order.
  • Items marked as final sale or clearance at the time of purchase.

This does not affect your rights where an item arrives damaged, defective or incorrect — see the section on damaged or wrong items below.

How to Start a Return

Starting a return is quick and handled personally by our team over WhatsApp — no long forms required.

  • Message us on WhatsApp, any day from 10am to 7pm — start a WhatsApp chat.
  • Share your order number, the item you wish to return, and the reason for your request.
  • Our team will confirm eligibility and arrange the next steps, including collection or drop-off, usually within one working day.

Please wait for our confirmation before sending anything back, so we can register your return and ensure it is processed smoothly.

Return Shipping

How return shipping is handled depends on the reason for the return:

  • If the return is due to our error — for example, a damaged, defective or incorrect item — we cover the cost of collection or return delivery.
  • If the return is for change-of-mind reasons on an eligible unopened, sealed item, a return collection or shipping fee may apply and will be confirmed by our team when you start your return.

Please keep the item safely in its original packaging until it has been collected or handed over, and retain any tracking or handover reference until your refund is confirmed.

Refunds

Once your returned item reaches us, we inspect it to confirm it meets the required condition. After approval, we process your refund promptly.

  • Method: refunds are issued to your original payment method where possible. For Cash on Delivery orders, refunds are made by bank transfer or as store credit, as agreed with you.
  • Tabby & Tamara: for orders paid via interest-free instalments, refunds are processed back through Tabby or Tamara, who will adjust your payment plan accordingly.
  • Timing: approved refunds are initiated within 3–5 working days of inspection. The time for funds to appear in your account depends on your bank or payment provider.
  • Amount: refunds cover the price of the returned item. Original delivery charges and any return shipping fees are non-refundable unless the return is due to our error.

Exchanges

If you would prefer a different fragrance or size, we are happy to arrange an exchange on eligible unopened, sealed items within the 7-day window. Simply mention that you would like an exchange when you contact us on WhatsApp. Any price difference between the original and replacement item will be settled at that time, and standard delivery terms apply to the replacement.

Damaged, Defective or Incorrect Items

We pack every order with care, but if something is not right when it arrives, we will make it right. Please contact us within 48 hours of delivery if your item is:

  • Damaged or leaking on arrival.
  • Faulty or defective.
  • Different from what you ordered.

Where possible, share a photo of the item and its packaging when you message us — this helps us resolve your case faster. Eligible damaged, defective or incorrect items qualify for a free replacement or a full refund, including any delivery charges.

Contact Us

Need to start a return or have a question about your order? Our customer support team is ready to help: