Return and Exchange Policy

Last Updated: November 1, 2025

At Zamzam Perfumes, we want you to absolutely love every fragrance you purchase. Founded by Chota Bhai & Brha Bhai (Muhammad Shakoor and Abdul Ghafoor), we are committed to providing you with 100% authentic Arabian perfumes and exceptional customer service.

We understand that choosing a fragrance online can be challenging. That’s why we’ve created a customer-friendly return and exchange policy to ensure your complete satisfaction.

1. Return Policy Overview

Our Promise

We stand behind the quality of every Zamzam Perfume we sell. If you’re not completely satisfied with your purchase, we offer a 30-day return policy from the date of delivery.

Key Points

✓ 30-day return window from delivery date
✓ 100% authentic products guaranteed
✓ Full refund for eligible returns
✓ Free return shipping for defective items
✓ Easy return process with dedicated support
✓ No questions asked for unopened items

Important Note

Due to hygiene and safety regulations, we can only accept returns of UNOPENED and UNUSED perfumes with intact seals. This policy protects the health and safety of all our customers and ensures product authenticity.

2. Eligibility Requirements

To Be Eligible for a Return, Your Item Must:

✅ Condition Requirements

Unopened and Unused:

  • Original factory seal must be intact and unbroken
  • Cellophane wrapper (if applicable) must be present
  • No signs of use or testing
  • Product has not been sprayed or opened

Original Packaging:

  • Item must be in its original box or container
  • All protective materials included
  • Original labels and tags attached
  • No damage to packaging (unless caused during shipping)

Complete Set:

  • All components included (if part of a set)
  • Gift boxes and accessories intact
  • Product information cards present
  • Any bonus items included

Proof of Purchase:

  • Original order confirmation email
  • Invoice or receipt
  • Order number available
  • Purchased from zamzam perfumes

✅ Timeline Requirements

  • Return request initiated within 30 days of delivery
  • Product returned within 7 days of receiving RMA (Return Merchandise Authorization)
  • Return shipped with tracking information

✅ Additional Conditions

  • Product was not marked as “Final Sale” at purchase
  • Not part of a special promotion with no-return clause
  • No damage caused by customer mishandling
  • Item is in resalable condition

3. Non-Returnable Items

The Following Items Cannot Be Returned or Exchanged:

❌ Opened Products

Opened Perfumes:

  • Any perfume bottle that has been opened
  • Products with broken seals
  • Bottles that have been sprayed or tested
  • Items with missing caps or sprayers

Reason: For hygiene, safety, and authenticity purposes, we cannot resell opened fragrances.

❌ Final Sale Items

Clearance Products:

  • Items marked “Final Sale” at checkout
  • Products listed in clearance section (unless defective)
  • Special promotional items with stated restrictions
  • Discontinued fragrances on final markdown

❌ Personalized/Customized Items

Custom Products:

  • Perfumes with custom engraving
  • Personalized gift messages on bottles
  • Custom-mixed fragrances (if we offer this service)
  • Special orders created specifically for you

❌ Gift Cards and Vouchers

  • Electronic gift cards
  • Physical gift certificates
  • Promotional codes
  • Store credit vouchers

❌ Partial Gift Sets

Incomplete Sets:

  • Gift sets with missing items
  • Sets where individual components have been used
  • Collections missing any piece
  • Broken up sets (cannot return individual items from a set)

❌ Products Without Original Packaging

  • Items in damaged boxes (unless shipping damage)
  • Products without original containers
  • Perfumes in substitute packaging
  • Bottles without original labels

❌ Products Showing Signs of Use

  • Visible reduction in product level
  • Fingerprints or marks on bottles
  • Worn or damaged packaging from use
  • Items that have been displayed or stored improperly

4. Return Time Frame

30-Day Return Window

Calculation:

  • Starts from the delivery date (not order date)
  • Delivery date is confirmed by carrier tracking
  • Includes weekends and public holidays
  • Must be postmarked within window

Timeline Breakdown

Day 0: Product delivered to your address
Days 1-30: You can initiate a return request
Day 30: Last day to contact us for return authorization
Days 31+: After RMA is issued, you have 7 days to ship the return

Special Circumstances

Extended Holiday Returns:

  • Purchases made between November 15 – December 31 may be returned until January 31
  • Holiday extension applies automatically
  • Same condition requirements apply

Delayed Delivery:

  • If delivery is significantly delayed due to carrier issues
  • Return window starts from actual delivery date
  • Keep all shipping documentation

Gifts:

  • Recipients have the same 30-day window
  • Counted from delivery date to recipient
  • Gift giver’s order information required

5. How to Initiate a Return

Step-by-Step Return Process

Step 1: Contact Customer Service

Within 30 days of delivery, reach out to us:

Email: info@zamzamperfumes.net
Subject Line: Return Request – Order #[Your Order Number]

Include in Your Email:

  • Full name
  • Order number
  • Email address used for purchase
  • Product(s) you wish to return
  • Reason for return (optional but helpful)
  • Photos of product and packaging (if claiming damage)

Response Time: We respond to return requests within 24 hours on business days.

Step 2: Receive Return Authorization

Once we review your request, you’ll receive:

RMA Number:

  • Unique Return Merchandise Authorization number
  • Valid for 7 days from issuance
  • Must be included with your return

Return Instructions:

  • Detailed packing guidelines
  • Return shipping address
  • Return shipping label (if applicable)
  • Tracking requirements

Important Information:

  • Refund amount breakdown
  • Expected processing timeline
  • Any deductions (if applicable)

Step 3: Prepare Your Return Package

Packaging Guidelines:

✓ Use original product packaging if possible
✓ Wrap items securely to prevent damage
✓ Include all original components
✓ Print and include RMA number (inside and outside package)
✓ Keep copy of RMA for your records
✓ Use sturdy shipping box
✓ Add adequate cushioning material

Do NOT:

  • Use original product box as shipping box (place inside another box)
  • Send items in flimsy envelopes
  • Forget to include RMA number
  • Remove original product labels or tags

What to Include:

  • Product in original packaging
  • All accessories and materials
  • Copy of order confirmation or invoice
  • RMA number (clearly visible)

Step 4: Ship Your Return

Shipping Requirements:

Domestic Returns (UAE):

  • Use trackable shipping method
  • Obtain proof of shipment
  • Keep tracking number
  • Ship within 7 days of RMA issuance

International Returns:

  • Use reliable international courier
  • Declare accurate value (purchase price)
  • Mark as “Return Merchandise”
  • Consider insurance for high-value items

Recommended Carriers:

  • Emirates Post
  • Aramex
  • FedEx
  • DHL
  • UPS

Shipping Costs:

  • Customer pays return shipping (unless item is defective)
  • Use most economical trackable method
  • Consider insurance for expensive items

Step 5: Track Your Return

After Shipping:

  • Email tracking number to: info@zamzamperfumes.net
  • Include RMA number in subject line
  • Track package until it reaches our facility
  • We’ll email confirmation upon receipt

Processing Timeline:

  • 1-2 business days after arrival at our facility
  • Inspection of returned items
  • Quality control verification
  • Refund processing initiated

Step 6: Receive Confirmation and Refund

Once Processed:

  • Email confirmation sent
  • Refund initiated (7-10 business days)
  • Store credit issued (if selected)
  • Replacement shipped (if exchange)

6. Return Shipping Process

Who Pays for Return Shipping?

Customer Responsibility (Change of Mind)

You pay return shipping costs if:

  • You simply changed your mind
  • You ordered the wrong product
  • You don’t like the fragrance (unopened)
  • You found a better price elsewhere
  • Item doesn’t match your expectations (unopened)

Estimated Costs:

  • UAE: AED 20-40 (via Aramex/Emirates Post)
  • International: Varies by location ($15-$50 USD)

Our Responsibility (Our Error)

We pay return shipping costs if:

  • Product arrived damaged or defective
  • Wrong item was shipped to you
  • Item is missing components
  • Quality issue confirmed by our team
  • Shipping damage occurred

Process:

  • We email you a prepaid return label
  • No upfront cost to you
  • Use provided label for return
  • Full refund including original shipping

Return Shipping Tips

Best Practices:

✓ Use Tracking: Always use a trackable shipping method
✓ Insurance: Consider insurance for orders over $100
✓ Packaging: Secure packaging prevents damage claims
✓ Photos: Take photos before sealing package
✓ Signature: Request signature confirmation for high-value returns

Documentation:

  • Keep all shipping receipts
  • Save tracking numbers
  • Photograph package before shipping
  • Retain proof of shipment

Timeframe:

  • Standard shipping: 5-10 business days to reach us
  • Express shipping: 2-5 business days to reach us
  • International: 7-21 business days to reach us

Lost Returns

If your return is lost in transit:

Your Protection:

  • File claim with shipping carrier immediately
  • Provide us with tracking information
  • We’ll work with you to resolve
  • Insurance covers lost high-value returns

Our Assistance:

  • We’ll help with carrier claims
  • Provide necessary documentation
  • Issue refund once loss is confirmed
  • Process may take 30-45 days for carrier investigation

7. Refund Process

How Refunds Work

Inspection Process

When Your Return Arrives:

Day 1-2: Package received and logged in system

  • Email confirmation sent to you
  • Return added to processing queue
  • RMA matched with your order

Day 2-3: Quality inspection conducted

  • Verify product condition (unopened, unused)
  • Check packaging integrity
  • Confirm all items included
  • Validate against return policy

Day 3-5: Refund processed

  • Amount calculated
  • Original payment method refunded
  • Confirmation email sent

Refund Amount

Full Refund Includes:

  • Product purchase price
  • Original shipping cost (if item is defective)
  • Applicable taxes paid

Deductions (if applicable):

  • Return shipping cost (change of mind returns)
  • Restocking fee (none for standard returns)
  • Partial refund if item condition doesn’t meet requirements

Not Refunded:

  • Shipping costs for change-of-mind returns
  • International customs or duties paid
  • Processing fees charged by payment provider
  • Gift wrapping fees (non-refundable)

Refund Method

Original Payment Method: Refunds are issued to the same payment method used for purchase:

Credit/Debit Card:

  • Refund processed within 7-10 business days
  • May take additional 3-5 days for bank processing
  • Appears as credit on your statement
  • Description: “ZAMZAM PERFUMES REFUND”

PayPal:

  • Refund within 5-7 business days
  • Directly to your PayPal account
  • Email notification from PayPal
  • May need to transfer to bank separately

Bank Transfer:

  • Processed within 7-10 business days
  • Requires bank account information
  • May have currency conversion fees
  • International transfers take longer

Store Credit:

  • Issued immediately after approval
  • Applied to your account
  • No expiration date
  • Can be used for future purchases

Refund Timeline

Domestic Orders (UAE):

  • 7-10 business days after return received
  • Total time: 2-3 weeks from return shipping

International Orders:

  • 10-14 business days after return received
  • Total time: 3-5 weeks from return shipping
  • Currency conversion may apply

Notification:

  • Email sent when refund is processed
  • Check spam folder if not received
  • Contact us if no refund after stated period

Partial Refunds

In some cases, partial refunds may be granted:

Reasons for Partial Refund:

  • Item shows signs of light use
  • Packaging is damaged (customer caused)
  • Missing non-essential components
  • Product received after extended period

Deduction Amount:

  • 10-50% depending on condition
  • We’ll contact you for approval before processing
  • Option to decline and have item returned

8. Exchange Policy

How Exchanges Work

Important: We currently do not offer direct exchanges. To exchange a product, please follow this process:

Exchange Process

Step 1: Return Original Item

  • Follow our standard return process
  • Request refund or store credit
  • Ship item back to us

Step 2: Place New Order

  • Browse and select desired product
  • Place new order on our website
  • Use store credit if selected

Why This Process?

  • Faster processing time
  • Ensures desired item is in stock
  • You choose exactly what you want
  • More flexibility with options

Exchange Alternatives

Option 1: Store Credit (Fastest)

  • Receive immediate store credit after return approval
  • Use for new purchase right away
  • No expiration date
  • 10% bonus credit added as thank you

Option 2: Full Refund + New Order

  • Receive refund to original payment method
  • Place new order separately
  • May take longer but more flexible

Option 3: Contact Customer Service

  • For special circumstances
  • Large orders or corporate purchases
  • VIP customers
  • Bulk exchanges

Size/Variant Exchanges

Wrong Size Ordered:

  • Return original item (unopened)
  • Order correct size separately
  • We cover return shipping if size was mislabeled

Different Fragrance:

  • Return original (unopened)
  • Order preferred fragrance
  • Eligible for store credit bonus

9. Damaged or Defective Products

Our Quality Guarantee

We take great care in packaging and shipping, but sometimes damage occurs. If your product arrives damaged or defective, we’ll make it right immediately.

Reporting Damaged Items

Report Damage Within 48 Hours of Delivery

Step 1: Document the Damage

Take Clear Photos of:

  • Outer shipping box (all sides)
  • Any visible damage to shipping box
  • Inner packaging materials
  • Damaged product
  • Product label/barcode
  • All contents of package

Video Documentation:

  • Unboxing video is extremely helpful
  • Shows condition upon arrival
  • Proves damage occurred during shipping
  • Strengthens any carrier claims

Step 2: Contact Us Immediately

Email: info@zamzamperfumes.net
Subject: Damaged Item – Order #[Order Number]

Include:

  • Order number
  • Product name and SKU
  • Photos/videos of damage
  • Description of issue
  • Preferred resolution (replacement or refund)

Step 3: Resolution

We Will Immediately:

✓ Send Replacement (if in stock)

  • Expedited shipping at no charge
  • New tracking number provided
  • No need to return damaged item

✓ Issue Full Refund (if out of stock)

  • Immediate refund processed
  • Includes original shipping cost
  • No return required

✓ Provide Store Credit (if preferred)

  • Bonus credit added
  • Use for alternative product

Our Promise:

  • No argument or hassle
  • Same-day resolution
  • We cover all costs
  • Extra compensation for inconvenience

Types of Damage Covered

Shipping Damage

Broken Bottles:

  • Glass bottles cracked or shattered
  • Perfume leaked during transit
  • Caps or sprayers broken
  • Packaging crushed

Our Response:

  • Full replacement sent immediately
  • No return of damaged item required
  • File claim with carrier on your behalf

Manufacturing Defects

Quality Issues:

  • Faulty spray mechanism
  • Leaking seals or caps
  • Discolored liquid
  • Incorrect fragrance in bottle
  • Missing or incorrect labels
  • Volume discrepancies

Our Response:

  • Immediate replacement or refund
  • Investigation with manufacturer
  • Additional compensation if multiple defects

Wrong Product Received

Shipping Errors:

  • Different fragrance than ordered
  • Wrong size or variant
  • Incorrect quantity
  • Substituted item without authorization

Our Response:

  • Correct item shipped immediately (expedited)
  • Keep incorrect item (if different fragrance)
  • Full refund if preferred
  • Discount code for inconvenience

10. Wrong Item Received

We Made a Mistake

If you received the wrong product, we apologize and will correct it immediately at no cost to you.

Process for Wrong Items

Step 1: Verify the Error

Check:

  • Product name matches your order confirmation
  • Size/variant is correct
  • Compare SKU/barcode with invoice
  • Ensure it’s truly wrong (not just different packaging)

Step 2: Contact Us Within 48 Hours

Email: info@zamzamperfumes.net
Subject: Wrong Item Received – Order #[Order Number]

Provide:

  • Order number
  • Item you ordered
  • Item you received
  • Photos of received item and label
  • Your invoice or packing slip

Step 3: Immediate Resolution

We Will:

✓ Ship Correct Item Immediately

  • Expedited shipping (free)
  • Tracking provided
  • Priority processing

✓ Arrange Return Pickup (for large orders)

  • No cost to you
  • We schedule pickup
  • Prepaid return label provided

✓ Let You Keep (in some cases)

  • If different fragrance, low value
  • As apology for error
  • Still send correct item

✓ Provide Compensation

  • 15% discount code for next order
  • Bonus store credit
  • Free gift with next purchase

Return of Wrong Item

If We Request Return:

We Pay All Costs:

  • Prepaid return shipping label provided
  • No upfront cost to you
  • Return within 14 days
  • No rush required

Packaging:

  • Use any suitable box
  • Item can be opened (since it’s our error)
  • Include return label
  • No special packaging needed

11. Missing Items

Items Missing from Order

If items are missing from your order, we’ll resolve this quickly.

Reporting Missing Items

Within 48 Hours of Delivery:

Before Contacting Us:

  • Check all packaging thoroughly
  • Look inside boxes and wrapping
  • Check with household members
  • Review order confirmation for what should be included
  • Verify it wasn’t shipped separately (check email for multiple tracking numbers)

Contact Us:

Email: info@zamzamperfumes.net
Subject: Missing Items – Order #[Order Number]

Provide:

  • Order number
  • List of missing items
  • What was received
  • Photo of packing slip
  • Photo of all received items

Our Investigation

We Will:

  • Review packing records
  • Check warehouse camera footage
  • Verify order weight with carrier
  • Investigate packing team protocols

Resolution Timeline:

  • 24-48 hours for investigation
  • Immediate action if clear shortage
  • Communication throughout process

Resolution Options

If Items Confirmed Missing:

✓ Ship Missing Items (free expedited shipping)
✓ Issue Partial Refund (if you prefer)
✓ Provide Store Credit (with bonus)
✓ Send Upgraded Alternative (if original out of stock)

Compensation:

  • Discount on current order
  • Bonus gift with missing items
  • Priority shipping on future orders

12. International Returns

Returning from Outside UAE

We accept international returns with some additional considerations.

International Return Process

Same Eligibility Requirements

  • 30-day return window
  • Unopened and unused items only
  • Original packaging intact
  • Proof of purchase required

Additional Considerations

Customs and Duties:

  • You paid import duties/taxes on original shipment
  • We cannot refund customs fees or import taxes
  • You may be charged return shipping customs
  • Mark return as “Return Merchandise” to minimize fees

Return Shipping Costs:

  • Customer pays international return shipping
  • Costs typically $20-$80 USD depending on location
  • Use reliable courier (DHL, FedEx, UPS recommended)
  • Obtain tracking and insurance

Currency Conversion:

  • Refund issued in original currency paid
  • Exchange rates may vary
  • Bank may charge conversion fees
  • We refund exact amount paid

International Return Steps

Step 1: Request RMA

Additional Info Needed:

  • Country of residence
  • Original order currency
  • Preferred return carrier

Step 2: Complete Customs Forms

Declare as:

  • “Return of Merchandise”
  • List original purchase value
  • Note: “Returning to Seller”
  • Include copy of original invoice

Required Documents:

  • Original invoice copy
  • RMA number documentation
  • Customs declaration form
  • Commercial invoice

Step 3: Ship Return

Recommended Carriers:

  • DHL Express
  • FedEx International
  • UPS Worldwide
  • TNT Express

Avoid:

  • Regular postal service (long delays, no tracking)
  • Unreliable couriers
  • Freight forwarding services

Tracking:

  • Email tracking number to us
  • Monitor shipment progress
  • Expect 7-21 business days in transit

Step 4: Refund Processing

Timeline:

  • 10-14 business days after receipt
  • Currency conversion applied if needed
  • Bank processing 5-10 additional days
  • Total: 4-6 weeks from shipping return

Country-Specific Notes

European Union:

  • Consumer rights directive applies
  • 14-day withdrawal period (in addition to our 30 days)
  • We cover return shipping for change of mind (if required by local law)

United Kingdom:

  • Similar to EU rights
  • Brexit regulations apply
  • Customs forms required

United States:

  • Standard international return process
  • USPS or private courier options
  • Declaration required for customs

Canada:

  • Similar to US process
  • CBSA customs clearance
  • Declare in CAD or USD

Australia:

  • Consumer law protections apply
  • Higher return shipping costs (typically $40-80 AUD)
  • Customs declaration required

Asia (excluding UAE):

  • Varies by country
  • Some countries have restrictions on perfumes
  • Check local regulations

13. Gift Returns

Returning or Exchanging Gifts

Received a Zamzam Perfume as a gift? We want you to love it!

Gift Return Process

Option 1: With Gift Receipt

If the gift giver provided a gift receipt:

You Can:

  • Return for store credit
  • Return for refund to gift giver’s payment method (with their permission)
  • Exchange for different product

Process:

  • Contact us with gift receipt number
  • Follow standard return process
  • Same eligibility requirements apply

Option 2: Without Gift Receipt

If you don’t have a gift receipt:

You Can:

  • Return for store credit (at current price)
  • Exchange for different product

Cannot:

  • Receive cash refund
  • Get refund to gift giver’s payment method

Process:

  • Contact customer service
  • Provide any order information available
  • We’ll search our records
  • Store credit issued after verification

Option 3: Contact Gift Giver

If possible:

  • Ask gift giver for order number
  • They can initiate return on your behalf
  • Refund goes to their payment method
  • Most flexible option

Gift Return Considerations

Privacy:

  • We don’t reveal purchase price to recipient
  • Gift giver information kept confidential
  • Discreet processing

Store Credit:

  • Never expires
  • Can be used for any future purchase
  • Transferable (can gift to someone else)

Exchanges:

  • Same value exchange preferred
  • Price difference paid by recipient
  • Refund if exchange is lower value

14. Store Credit Option

Choose Store Credit for Extra Value

Opting for store credit instead of a refund comes with benefits!

Store Credit Benefits

Bonus Credit

10% Bonus Added:

  • Return item worth AED 100, get AED 110 store credit
  • Return item worth AED 500, get AED 550 store credit
  • Maximize your return value

Instant Access

Faster than Refund:

  • Credit applied immediately after return approval
  • No waiting for bank processing
  • Shop while return is in transit

Flexibility

Use Anytime:

  • No expiration date
  • Combine with sales and promotions
  • Apply to multiple orders
  • Save for future releases

How to Request Store Credit

During Return Request:

  • Indicate preference for store credit
  • Mention in your return email
  • Select option if using return form

After Return Processed:

  • Contact customer service
  • Can convert refund to store credit
  • Receive bonus if switched quickly

Using Store Credit

At Checkout:

  • Credit automatically appears
  • Select amount to apply
  • Can use partial credit
  • Combine with other payment methods

Check Balance:

  • Log into your account
  • View on account dashboard
  • Email customer service
  • Check before shopping

Transfer or Gift:

  • Can transfer to another customer
  • Contact customer service to arrange
  • Great for gifting

15. Cancellations

Cancelling Your Order

Changed your mind? You may be able to cancel your order.

Cancellation Window

Before Order Ships

Within 2-6 Hours of Order:

  • Best chance for successful cancellation
  • Contact us immediately
  • Order may not have been processed yet

If Successful:

  • Full refund processed immediately
  • Confirmation email sent
  • Refund within 5-7 business days

If Already Processing:

  • May not be able to cancel
  • Can refuse delivery instead
  • Return per standard policy once delivered

After Order Ships

Cannot Cancel:

  • Order cannot be cancelled once shipped
  • Tracking number has been generated
  • Package is in transit

Options:

  • Refuse delivery (return to sender)
  • Accept and return per our policy
  • Intercept package with carrier (may incur fees)

Cancellation Refunds

Full Refund If:

  • Cancelled before processing
  • Order never shipped
  • Same payment method refunded

Processing Time:

  • Immediate for pre-authorized orders
  • 5-7 business days for processed payments
  • 3-5 additional days for bank processing

Social Media

For quick questions (not official returns):

  • TikTok: @zamzam_perfumes_official
  • Instagram: @zamzam_brothers_official
  • Facebook: Muhammad Shakoor

Note: For official returns, please use email or phone.