Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info.monoud@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info.monoud@gmail.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info.monoud@gmail.com.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info.monoud@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info.monoud@gmail.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info.monoud@gmail.com.

Return & Refund Policy

Last Updated: [02/04/2025]
Compliant with UAE Consumer Protection Regulations & GCC E-Commerce Guidelines

1. Eligibility for Returns

We accept returns only under these conditions:
✅ Damaged Items: Received with defects or broken packaging
✅ Incorrect Items: Wrong product shipped (must be unopened)
✅ Expired Products: Past shelf-life date (extremely rare for our fresh batches)

Due to hygiene regulations, we cannot accept returns of:
❌ Opened or used perfumes, creams, or khamria
❌ Bakhoor (incense) for safety reasons

2. Timeframe for Returns

  • UAE Customers: 14 days from delivery date

  • GCC International: 7 days from delivery date

3. Required Proof

To process your return, provide within 24 hours of delivery:
📸 Clear photos of:

  • Damaged/defective product

  • Original packaging

  • Shipping label

4. Return Process

  1. Email info.monoud@gmail.com with:

    • Order number

    • Reason for return

    • Supporting evidence

  2. We’ll email a return authorization form and instructions if approved

  3. Ship items back.

5. Refund Methods

  • Original payment method: 5-10 business days after inspection

  • Store credit: Instant (with 10% bonus for future purchases)

6. Non-Returnable Situations

Per UAE law, returns are void if:
⚠️ Product was customized (e.g., engraved)
⚠️ Customer changed their mind about scent preference
⚠️ No proof of purchase provided

7. GCC Cross-Border Returns

  • Saudi Arabia/Kuwait/Qatar: Customer covers return shipping

  • We handle customs paperwork for defective items

8. Exchanges

We offer one-time exchanges for:
🔁 Same product in different size (if applicable)
🔁 Unopened items of equal value

9. Contact Details

For return requests:
📧 info.monoud@gmail.com
☎️ +971564536336 (10 AM - 6 PM GST)