Perfume Return, Exchange & Refund Policy

🌸 ORCHID GALLERY

πŸ›οΈ Perfume Return, Exchange & Refund Policy

At Orchid Gallery, we take great care to inspect, pack, and dispatch every order properly. Because perfumes are fragrance and personal-care products, our return and refund policy is designed to protect product quality, hygiene, packaging integrity, and our customers.

By placing an order with Orchid Gallery, customers agree to the terms of this policy, subject always to any mandatory rights provided under applicable UAE law.

πŸ”’ 1. Strict Return Conditions

Due to the nature of perfume products, returns are accepted only for eligible products that are unused, unopened, factory-sealed, and in their original saleable condition, where permitted by applicable UAE law.

βœ… Eligible for Return

A return may be considered only when:

  • The perfume is unused and unopened.

  • The original factory seal is intact, where applicable.

  • The original box and packaging are complete and undamaged.

  • All labels, accessories, and included items are present.

  • The product is returned in the same condition in which it was delivered.

  • The return request is submitted within the applicable return period.

❌ Not Eligible for Return

Perfumes cannot generally be returned or exchanged after they have been:

  • Opened

  • Sprayed

  • Tested

  • Used

  • Tampered with

  • Damaged after delivery

  • Returned without the original packaging

  • Returned with a broken or removed seal

  • Altered or modified in any way

This restriction applies particularly where the product can no longer be resold as new, subject to applicable UAE law.

⏰ 2. Return Request Period

Eligible return requests must be submitted within 7 days from the date of delivery, unless a longer period is required under applicable UAE law or the terms of the marketplace through which the order was placed.

Requests submitted after the applicable period may not be accepted.

πŸ’° 3. Return Shipping Fee – AED 20

For an eligible return requested because of:

  • Change of mind

  • Wrong selection

  • Ordering the wrong fragrance

  • No longer wanting the product

  • Personal preference

the customer is responsible for the AED 20 return shipping charge, where permitted by applicable law and marketplace policy.

🚚 Return Shipping Fee: AED 20

This charge covers the courier cost associated with returning the product to Orchid Gallery.

However, if Orchid Gallery sends the wrong product, or the product is confirmed to have a manufacturing defect or delivery-related damage, return shipping arrangements will be handled according to applicable UAE law and the relevant marketplace policy.

🚨 4. Wrong, Damaged, Broken or Leaking Products

If you receive:

  • A wrong product

  • A broken bottle

  • A leaking product

  • A defective product

  • A product damaged during delivery

  • An item that does not match your order

please contact Orchid Gallery within 24 hours of delivery, whenever possible.

To investigate the claim, we may require:

πŸ“Έ Clear photographs of the product
πŸ“Έ Photos of the perfume box
πŸ“Έ Photos of the shipping package
πŸ“Έ Photos of the delivery label
πŸŽ₯ A video showing the condition of the package/product

Failure to provide sufficient evidence may make it difficult to investigate or process a claim.

πŸ“¦ 5. Damaged Packaging & Delivery Claims

Customers must keep the original product packaging, shipping box, labels, and other packing materials until the claim has been fully reviewed.

Please do not throw away damaged packaging before contacting Orchid Gallery.

Where required, the packaging may be necessary for investigation with the courier, marketplace, or delivery service.

πŸ” 6. Return Inspection

All approved returns must be received by Orchid Gallery before a final refund decision is made.

Returned products will be inspected to verify their condition.

A return may be rejected, where legally permitted, if the product:

❌ Has been opened
❌ Has been sprayed or tested
❌ Has been used
❌ Has a broken or removed seal
❌ Is missing its original packaging
❌ Is damaged after delivery
❌ Shows signs of tampering
❌ Shows signs of misuse or alteration
❌ Is not returned in the condition in which it was delivered

The final refund amount, if applicable, will be determined after inspection and in accordance with applicable law and marketplace rules.

πŸ’³ 7. Refund Policy

For an approved return, the refund will normally be processed after the returned product has been received and inspected.

Refunds will generally be made through:

  • The original payment method; or

  • The applicable marketplace payment system.

Depending on the circumstances of the return, applicable shipping charges or other permitted deductions may apply.

Where a refund is required because Orchid Gallery supplied the wrong product or a verified defective/damaged product, the applicable refund will be handled in accordance with UAE law and the relevant marketplace policy.

🌹 8. Fragrance Preference & Personal Choice

Perfume is a personal-preference product.

Differences in:

  • Fragrance preference

  • Scent perception

  • Fragrance intensity

  • Longevity

  • Personal reaction to a fragrance

do not automatically mean that the product is defective.

Therefore, an opened, sprayed, tested, or used perfume generally cannot be returned simply because the customer does not like the fragrance or expected a different scent experience, except where required by applicable law.

We strongly recommend reviewing the product description, size, concentration, and fragrance information before placing your order.

πŸ”„ 9. Exchanges

Exchanges are subject to product availability and applicable UAE law and marketplace policies.

An exchange may be considered only for an eligible unopened and unused product.

Opened, sprayed, tested, or used perfumes are generally not eligible for exchange.

If the wrong item was supplied by Orchid Gallery or the product is confirmed to be defective or damaged, the appropriate resolution will be determined according to applicable law and marketplace policy.

πŸŽ₯ 10. Unboxing Video Recommendation

For your protection, Orchid Gallery strongly recommends recording a continuous, unedited unboxing video when opening your package, especially for high-value orders.

The video should clearly show:

  1. The sealed shipping package.

  2. The shipping label.

  3. The condition of the package.

  4. The opening of the package.

  5. The product and its packaging.

An unboxing video can assist both the customer and Orchid Gallery when investigating claims involving missing, incorrect, damaged, or leaking products.

⚠️ 11. Fraudulent, False or Misleading Claims

Orchid Gallery reserves the right, where permitted by applicable law, to investigate suspicious, repeated, fraudulent, or inconsistent return and refund claims.

Claims may be declined where there is reasonable evidence of:

  • Product misuse

  • Tampering

  • Intentional damage

  • False information

  • Repeated abuse of the return policy

  • Unauthorized replacement or alteration of the product

Nothing in this section limits any rights that cannot legally be excluded under applicable UAE law.

πŸ›‘οΈ 12. Product Authenticity & Sourcing

Orchid Gallery takes product sourcing and product quality seriously.

Where applicable, we maintain supplier, distributor, or purchase documentation for products sold through our business.

If authenticity-related concerns arise, customers should contact us with their order details so that the matter can be reviewed appropriately.

🀝 13. Fair & Transparent Resolution

We aim to handle genuine customer concerns fairly and professionally.

Every return, exchange, refund, damage, or product complaint may be reviewed individually based on:

  • Order information

  • Product condition

  • Evidence provided

  • Delivery records

  • Return inspection

  • Applicable UAE law

  • The terms of the marketplace through which the order was placed

Where a marketplace has its own mandatory return, refund, or consumer-protection requirements, those requirements will apply to orders placed through that marketplace.

πŸ“Œ 14. Important Notice

This policy does not remove, restrict, or replace any mandatory consumer rights or protections available to customers under applicable UAE law.

If any provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

πŸ“ Contact Orchid Gallery

🌸 ORCHID GALLERY

πŸ“ Shop: Sharjah Gold Souq, Central Market, Al Majaz 1, Sharjah, UAE
πŸ“ž Mobile / WhatsApp: +971 52 842 9988

πŸ’– Thank you for choosing Orchid Gallery!

We appreciate your trust and are committed to providing quality products, careful packaging, reliable delivery, and professional customer service. 🌸✨