Return & Exchange Policy

At Al-Faiz Aromatics, we are committed to offering the best quality products and services to ensure your satisfaction. However, we understand that sometimes you may wish to cancel your order or request a refund. To make the process seamless and clear, we’ve outlined our Cancellation, Return, and Refund Policy below.

1. Return Policy

You may return goods purchased from Al-Faiz Aromatics under the following conditions:

Products Eligible for Return:

• Defective or Damaged Products: If the product arrives damaged, faulty, or leaking (e.g., defective attars or non-working burners).
• Incorrect Product: If you receive a product different from the one you ordered.
• Size Issues: If the product delivered does not match the size you ordered.
• Product Appearance Discrepancies: If the product received differs from what you saw online.
• Satisfaction Guarantee (Attars only): If you are not satisfied with the fragrance of our attars.

For complaints regarding damaged, missing, or stolen products, we require an unboxing video of the package. This is crucial for us to investigate and resolve your issue effectively. No complaints will be entertained without an unboxing video.

2. Products That Cannot Be Returned

We do not accept returns on the following products:

• Used, Worn, or Soiled Products: Items that have been used, washed, or damaged by the customer.
• Branded Products: Once the seal has been broken, branded items cannot be returned unless agreed upon with compensation.
• Consumables: Items like oils or products with broken seals (e.g., Beard massage oils, imported attars).
• Bulky Items: Large products like wall hangings, wooden nalain, and decorative pieces.
• Custom Made Items: Personalized or custom products, including bespoke attars, Bakhoor, wooden nalain, jubbah, abayas, or bishts.
• Incorrect Size Orders: Caps or any products ordered in the wrong size by the customer.
• Sale or Discounted Products: Items purchased under special offers or discounts.

3. Conditions for Returning Products

To initiate a return, please ensure the following:

• Products should be returned in original, unused condition, along with all packaging, tags, and labels.
• Items must be in unsoiled condition.
• Brand packaging should be intact.
• Replacement: A replacement can only be provided if the item is available in stock at the time of return.

4. Refund Eligibility

Refund requests must be raised within 3 days from the date of receiving the product. You can reach out to us via:

Please include the following details in your message:

• Your name
• Order ID
• Image of the product
• Description of the issue

Once a dispute is raised, the product must be sent back to us within 7 days of your request for a refund. If your issue is valid, we will process your refund.

5. Cancellation Policy

You may cancel your order under the following conditions:

• Within 12 hours of order placement: You can cancel the order anytime within 12 hours of placing it. After 12 hours, cancellations will not be accepted.
• Custom Orders: Custom-made products like jubbahs, caps, abayas, and bishts cannot be canceled once the order is confirmed.
• Order Not Dispatched: If your order has not been dispatched yet, it can be canceled, but you must notify us immediately.

Note: We have the authority to cancel any order in case of:

• Price Mistakes
• Out of Stock Items

6. How to Reach Us

For all cancellation, return, and refund-related inquiries, feel free to contact us at:

We strive to provide excellent customer service and will respond to your queries as soon as possible.

By shopping with Al-Faiz Aromatics, you agree to abide by the terms and conditions outlined in this policy. We thank you for your trust and look forward to serving you again.