Refund Policy
All sales are final. Our car perfumes, essential oils, diffusers and other fragrance products are personal-use consumables. For hygiene and safety reasons we do not accept returns or exchanges, and we do not offer refunds, for change of mind, personal fragrance preference or an order placed by mistake once it has been delivered. Fragrance is a matter of personal taste, so please read the product description, fragrance notes, size and quantity carefully before placing your order.
If there is a problem with your order
A claim is considered only where the product arrives damaged in transit, leaking, defective or unsealed, or where a wrong, empty, short-filled or missing item has been delivered. To raise a claim, please write to us at arwaessential@gmail.com within 48 hours of delivery with all of the following:
- Order number and invoice number
- A clear, continuous and unedited unboxing video that starts before the sealed parcel is opened and shows the shipping label, the opening of the parcel and the product as it is taken out
- Clear photos of the product showing the issue, with the batch details clearly visible
- Photos of the product box (mono carton) and of the outer shipping box from all sides, including the shipping label
- A short description of the issue
If the shipment packaging is visibly damaged, tampered with or resealed at the time of delivery, please do not accept it and let us know.
Verification and resolution
Every claim is reviewed and verified by our team against the details shared and our dispatch records, and we may ask for additional information where needed. We will respond within 3 working days of receiving all the details. A claim is approved only after this verification is complete.
If your claim is approved, we will arrange a reverse pick-up where required. The product must be returned unused, in its original packaging, with all its contents and the original invoice. Once the package reaches our warehouse it will be inspected, and after the inspection confirms the issue, your replacement will be dispatched and the tracking details shared with you. Where a replacement is not possible, a refund will be made to the original mode of payment and should reflect in your account within 10-15 days.
Please note
- Claims raised more than 48 hours after delivery, or without the unboxing video and supporting photos, cannot be verified and may be declined.
- Products that have been used, or damaged after delivery through misuse, mishandling or improper storage, are not eligible.
- Gift sets and gift boxes are not eligible for return, exchange or refund. If a gift set arrives damaged or incorrect, please raise a claim within 48 hours as described above.
Nothing in this policy affects your rights under applicable consumer protection law.
For any questions about this policy, write to us at arwaessential@gmail.com.
