Returns & Exchange Policy — EVIORA PERFUMES

We take care to deliver our products in excellent condition. This policy applies to purchases from eviora.ae and does not affect statutory consumer rights in the United Arab Emirates.

1. Returns and exchanges within 7 days

You may request a return or exchange within 7 calendar days of receiving your order, provided that the product is:

  • Unused and untested, with any seal or sealed wrapping unopened.
  • In its original condition, with its container, packaging and accessories.
  • Accompanied by your order number or proof of purchase.

The deadline applies to submitting your request. Return instructions will be provided after we review it.

2. Opened or used products

We do not accept change-of-mind returns or returns because a fragrance does not suit your preference after perfumes, musk, oud oil or incense have been opened or tested. This exclusion does not apply to defective products or products that do not match your order.

Made-to-order or personalised products, such as bottles engraved with a customer’s name, cannot be returned for a change of mind.

3. Defective, damaged or incorrect products

If your product arrives broken, leaking or does not match your order, please contact us promptly, preferably within 48 hours of receipt, with your order number and photographs showing the issue.

This timeframe helps us resolve the issue and does not limit your statutory rights concerning defects. After verification, we will arrange a replacement or refund as appropriate to the circumstances and applicable rights, without charging you return costs caused by a product defect or our error.

4. Sets, offers and gifts

  • For a change-of-mind return of a set or bundle, all products in the set must be returned together in their original condition and in accordance with this policy.
  • Refunds are calculated using the amount actually paid after discounts.
  • Discounted products are subject to the same return conditions.
  • If a return removes eligibility for a promotional gift, we ask that the unused gift be returned if available. We do not impose undisclosed charges or deduct an arbitrary gift value.
  • These conditions do not affect statutory rights concerning defective or incorrect products.

5. Shipping costs

For change-of-mind returns, the customer pays return shipping. Original delivery charges paid for a service already provided are not refundable. Any charge for arranging return collection will be explained before you agree to it.

For a product defect or our error, we cover return and replacement delivery costs. When refunding the product for that reason, we also refund delivery charges associated with it.

6. Refunds

We will notify you of the outcome after receiving and inspecting the returned product. Once approved, we process the refund within 7–10 business days:

  • Cards and digital wallets: To the original payment method. The time for the credit to appear may vary by bank.
  • Tabby: Through Tabby to adjust instalments or refund payments according to its procedures.
  • Cash on delivery: By bank transfer to an account agreed with the order holder after verifying their details.

7. How to request a return or exchange

Contact us with your order number, product name and reason for the return or exchange:

Please do not send products before receiving the return address and packing instructions. We never request your full card number or security code to process a refund.