At CARMEN PERFUMES, we strive to ensure our customers are fully satisfied with their purchases. Our Refund and Return Policy is designed to be transparent and fair, clearly outlining the rights and responsibilities of our customers in accordance with applicable laws and card payment regulations.
1. Return Policy
We accept returns within 7 days of receipt of your order under the following conditions:
- The product must be unused, unopened, and in its original packaging.
- Returns are only accepted if the item received is:
- Damaged during delivery
- Incorrect (wrong item sent)
- Faulty or defective
If your order meets these criteria, please contact us immediately at [email protected] with your order number and a photo of the item.
Return Instructions:
- Items must be returned in their original packaging and condition.
- Please use a registered courier service to return the item.
- Once received and inspected, we will process your exchange or refund, as appropriate.
Important Notes:
- Returns are not accepted for items that have been used, opened, tampered with, or not returned in their original packaging.
- Shipping and handling charges are non-refundable.
- We reserve the right to refuse returned items that do not meet the conditions mentioned above.
2. Refund Policy
Refunds are issued only under the conditions stated in our return policy.
- If eligible, refunds will be processed via the original mode of payment.
- “Refunds will be done only through the Original Mode of Payment and will be processed within 10 to 45 days depending on the issuing bank of the credit card.”
- Refunds are subject to verification and approval by our customer support team.
- Refunds may take time to reflect based on your card issuer’s processing times.
For purchases made using installment services (Tabby, Tamara), please refer to their respective platforms for refund processing timelines.
3. Cancellation Policy
Orders can be cancelled within 24 hours of placing the order, provided the item has not already been processed or shipped.
- To request a cancellation, please contact us via email at [email protected] with your order number.
- Refunds for cancelled orders will be made back to the original payment solution used by the customer.
- Please allow up to 45 days for the refund transfer to reflect in your account, depending on your bank or card issuer.
Once an order has been processed or shipped, it can no longer be cancelled. You may proceed with a return once the item is delivered, if applicable.
4. No Refund / No Cancellation Policy (If Applicable)
In the event of products that are customized, final sale, or marked non-returnable, we operate a strict No Refund / No Cancellation policy. Such terms are clearly communicated on the product page and during the checkout process to ensure transparency and avoid disputes.
Customers are encouraged to review the product description and terms before completing the purchase.
5. Damaged or Defective Products
In the unlikely event that your order arrives damaged or you receive a defective item, please contact us within 48 hours of delivery with photographic evidence. We will initiate a replacement or refund upon verification.
6. Contact Us
For any questions related to refunds, returns, or your order:
CARMEN PERFUMES
Email: [email protected]
Phone: +971 52 712 1217
Address: Dubai, United Arab Emirates