We take it back
- Unused and unopened
- Original sealed packaging and condition
- Original packaging, accessories, and documents
- Requested within 5 days of delivery
Help
5 days.Sealed.
Unopened, sealed goods can come back within 5 days of delivery. Opened bottles cannot, except where UAE law requires a remedy.
The window
What comes back, and what stays
We cannot take it back
- Opened, sprayed, or tested
- Packaging missing where it is needed to resell
- Damaged after delivery by misuse or handling
- Altered or tampered with after delivery
- Gift cards, where sold
How to start
Write before you send a parcel
Write to info@atozperfumes.ae or WhatsApp +971 56 3564648. Include the order number, your name, the product, the reason, and photographs or video where they help.
Do not send a parcel back until customer service replies with return instructions. Cancellations are only possible before the order is dispatched.
Write first
Send the order number, your name, the product, and the reason. Add photos or video when the bottle is damaged, wrong, or leaking.
Wait for instructions
We reply with the return address and the next step. Do not post a parcel before that note.
Inspected, then settled
Approved refunds go back to the original payment method. A wrong, damaged, or defective bottle may be replaced instead.
Opened bottles
Fragrance cannot be resold once the seal is broken
Opened, sprayed, or used perfumes are not accepted back, except where the product is defective, damaged, incorrectly supplied, counterfeit, or otherwise covered by UAE law. Change-of-mind returns are inspected before they are approved.
This policy
Effective 15 October 2026. This policy applies to purchases made through A-to-Z Perfumes at www.atozperfumes.ae. It is intended to operate in accordance with the laws and regulations of the United Arab Emirates.
AtoZ Perfumes Ventures FZ-LLC, trading as A-to-Z Perfumes. UAE Trade License No. 5040847.
Cancellation
You may ask to cancel an order before it has been dispatched. Write to info@atozperfumes.ae or WhatsApp +971 56 3564648.
Once an order has been dispatched, cancellation may no longer be possible. The order is then subject to the return and refund rules on this page.
If an eligible cancellation is approved, the amount paid is refunded to the original payment method, subject to the payment provider's processing time.
Wrong product
If we deliver a product different from the one ordered, contact us within 24 hours of delivery.
Where the error is ours, the remedy may be:
- Replacement with the correct product, or
- A refund of the applicable purchase price.
We pay the reasonable return and replacement costs where the error is ours.
Damage on delivery
Inspect the package on delivery where you reasonably can. If a bottle or its packaging is damaged in delivery, tell us within 24 hours and send photographs or video of:
- The outer shipping package
- The product packaging
- The damaged bottle or product
- The order number
We assess the claim. Where the damage is from delivery or the supplier, the remedy may be replacement or a refund.
Defective or leaking
If a product is defective, leaking, damaged, unsafe, or does not match what was agreed, contact us as soon as you reasonably can.
Depending on the case and applicable UAE consumer-protection requirements, the remedy may include repair where that applies, replacement, or a refund.
Where a statutory consumer remedy applies, nothing on this page is intended to restrict or exclude that right.
Refunds
Once a return or refund is approved, it is normally processed to the original payment method. How long it takes to appear depends on the bank, card issuer, payment gateway, or other provider.
Where a refund is required because a product is defective, damaged, or incorrectly supplied, we process it in accordance with UAE law.
Return shipping
If you return a product only because you changed your mind, you may be responsible for the return shipping cost, subject to the terms of the order and applicable UAE law.
We pay the reasonable return and replacement shipping where:
- We sent the wrong product
- The product was damaged before or during delivery, or
- The product has a defect attributable to the supplier
That applies once the claim has been verified.
Promotions
Products bought during a promotion, sale, or discount follow this policy. A promotional price does not remove a mandatory consumer right under UAE law.
Inspection
Returned products may be inspected on receipt.
A change-of-mind return must be unused, unopened, and in its original sealed condition, including original packaging, accessories, and documentation where they apply. The product must not have been sprayed, tested, or otherwise used.
Where a product is returned because it is defective, damaged, or incorrectly supplied, the inspection is used to establish the cause and the remedy under applicable law.
Consumer rights
Nothing in this policy is intended to limit, exclude, or waive a mandatory right or remedy under the laws and regulations of the United Arab Emirates. Where this policy conflicts with a mandatory provision, the applicable law prevails.
The UAE consumer-protection framework covers product quality, accurate information, safety, compensation, and fair settlement of legitimate claims. It also covers defective goods, repair, replacement, refunds, and after-sales service.
Complaints
Write to us first so we can investigate and resolve the issue. Customer service is info@atozperfumes.ae and +971 56 3564648 (telephone and WhatsApp).
AtoZ Perfumes Ventures FZ-LLC
www.atozperfumes.ae
UAE Trade License No. 5040847
CWEP0865
Compass Building
Al Shohada Road
Al Hamra Industrial Zone-FZ
Ras Al Khaimah, United Arab Emirates
If a complaint cannot be resolved with us, you may use the consumer-protection complaint channels of the relevant UAE authority.