Refund policy

At Oud Al Abraj, your satisfaction is our priority. We take great care in packaging and delivering every order. Please read this policy carefully before making a purchase, as it outlines the conditions under which returns, refunds, and exchanges are accepted.

1. Our General Policy

Due to the nature of fragrance, attar, and cosmetic products — which are personal care items that cannot be resold once opened — we follow a limited return and refund policy.

Returns and refunds are accepted only under the specific conditions listed below. We do not accept returns based on personal fragrance preference, change of mind, or dissatisfaction with scent, as fragrance perception is highly subjective and varies from person to person.

2. Eligible Reasons for Return / Refund

We will accept a return or issue a refund only in the following cases:

Reason Return Eligible Refund / Replacement
Product received in damaged / broken condition ✅ Yes Replacement or Full Refund
Wrong product delivered ✅ Yes Replacement or Full Refund
Product packaging is tampered or unsealed ✅ Yes Replacement or Full Refund
Product missing from order ✅ Yes Replacement or Partial Refund
Order not delivered within 15 business days ✅ Yes Full Refund after investigation
Personal dislike of fragrance/scent ❌ No Not Applicable
Change of mind after delivery ❌ No Not Applicable
Incorrect product selected by customer ❌ No Not Applicable

3. Return Request Timeframe

All return or refund requests must be raised within 48 hours of delivery for damaged, wrong, or tampered products.

Requests raised after 48 hours of the delivery date will not be accepted, so we strongly advise inspecting your package immediately upon receipt.

4. How to Raise a Return / Refund Request

To initiate a return or refund, follow these steps:

  1. Email us at ads@oudalabraj.com within 48 hours of delivery.

  2. Use subject line: "Return Request – Order #[Your Order ID]"

  3. Include the following in your email:

    • Your full name and registered email/phone

    • Order ID / Order Number

    • Clear photographs or a video of the damaged, wrong, or tampered product

    • A brief description of the issue

Our support team will review your request and respond within 2 business days with next steps.

5. Return Conditions

If your return request is approved, the following conditions must be met:

  • The product must be unused and in its original packaging

  • The bottle must be sealed (for wrong product cases)

  • All original accessories, inner packaging, and labels must be intact

  • The product must be returned in the same condition as received

We reserve the right to reject a return if the product has been used, broken by the customer, or does not meet the above conditions.

6. Return Shipping

  • For damaged, wrong, or tampered products: Oud Al Abraj will arrange a reverse pickup at no additional cost to you.

  • For any other approved return: Reverse pickup charges may apply and will be communicated at the time of approval.

  • Do not self-ship a return without prior approval from our team. Unauthorized returns will not be processed.

7. Refund Process

Once your return is received and inspected at our facility:

  • You will be notified via email about the approval or rejection of your refund.

  • Approved refunds will be processed within 5–7 business days from the date of return receipt.

  • Refunds will be credited to your original payment method (UPI, bank account, credit/debit card, or wallet as applicable).

  • For Cash on Delivery (COD) orders, refunds will be processed via bank transfer — please share your bank details (account number and IFSC code) when submitting your request.

Payment gateway processing times may add 3–5 additional business days depending on your bank or payment provider.

8. Replacement Policy

If you prefer a replacement over a refund:

  • Replacements are subject to product availability.

  • If the original product is out of stock, a full refund will be offered instead.

  • Replacement orders will be dispatched within 2–3 business days of return receipt and inspection.

9. Cancellation Policy

Before Dispatch

  • Orders can be cancelled within 12 hours of placement.

  • To cancel, email ads@oudalabraj.com with your Order ID.

  • A full refund will be processed within 3–5 business days.

After Dispatch

  • Orders cannot be cancelled once dispatched.

  • If you refuse delivery after dispatch, the order will be returned to us (RTO). In such cases, shipping charges will be deducted from the refund amount.

Prepaid COD Cancellations

  • COD orders cancelled after dispatch that result in RTO will have reverse logistics charges deducted from any applicable refund.

10. Non-Returnable & Non-Refundable Items

The following items are strictly not eligible for return or refund:

  • Opened or used fragrance bottles or attar dabbas

  • Products damaged due to customer mishandling, dropping, or spillage

  • Products purchased during special sales, clearance, or final-sale events (marked as non-returnable at time of purchase)

  • Gift cards or store credits

  • Free samples or promotional items

11. Exchange Policy

At this time, we do not offer direct product exchanges. If you wish to exchange a product:

  1. Raise a return request for the eligible item.

  2. Once approved and refunded, place a fresh order for the desired product on oudalabraj.com.

12. Partial Refunds

In certain situations, only a partial refund may be granted, such as:

  • Item received with minor, non-functional damage to outer packaging only

  • Missing accessories (e.g., box lid, decorative packaging) but product is intact

  • Any other situation assessed on a case-by-case basis by our team

13. Fraud & Misuse

Oud Al Abraj reserves the right to reject any return or refund request that appears to be fraudulent, abusive, or in violation of this policy. Repeated misuse of our return policy may result in permanent restriction of your account from future purchases.

14. Damaged in Transit

If your order arrives visibly damaged:

  • Do not accept the delivery if the outer carton is severely damaged or tampered with.

  • Take a photo/video of the condition before opening and send it to ads@oudalabraj.com immediately.

  • We will raise a claim with the courier partner and arrange a replacement or refund as quickly as possible.

15. Contact Us

For any return, refund, cancellation, or exchange queries:

Email: ads@oudalabraj.com
Website: oudalabraj.com
Support Hours: Monday – Saturday, 10:00 AM – 6:00 PM IST
Response Time: Within 24–48 hours on business days

Oud Al Abraj reserves the right to amend this Return & Refund Policy at any time. Any changes will be effective immediately upon posting on this page. Continued use of our website after changes constitutes your acceptance of the updated policy.