Our Commitment to You

At Excellence Perfumes, we take great pride in the quality of our fragrances and the experience we deliver. We understand that purchasing a fragrance online requires trust, and we want you to feel completely confident in every order. If for any reason you are not entirely satisfied with your purchase, we are here to help make the process as smooth as possible.

Eligibility for Returns

Items may be returned within 14 days of delivery for a full refund or exchange, provided they meet the following conditions. The product must be in its original, unopened, and sealed packaging with all tags, cellophane wrapping, and boxing intact. The receipt or order confirmation must be presented as proof of purchase. Items that have been opened, used, sprayed, or are missing any part of the original packaging will not be accepted for return.

• Please note that due to the personal nature of fragrances, we are unable to accept returns on any perfume that has been opened or whose seal has been broken. This policy ensures that every customer receives a product that is guaranteed to be fresh, authentic, and untampered with.

Non-Returnable Items

The following items cannot be returned or exchanged under any circumstances: opened or unsealed perfume bottles, tester products, sample vials, personalised or bespoke fragrance orders that have been custom-blended specifically for you, gift cards and vouchers, and items purchased during final sale or clearance events. This policy is in line with UAE consumer protection standards regarding hygiene-sensitive products.

Damaged or Defective Items

If you receive a product that is damaged, defective, or incorrect, please contact us within 48 hours of delivery. We will arrange for a replacement or a full refund at no additional cost to you. When reporting a damaged item, please provide clear photographs of the packaging and the product showing the extent of the damage, along with your order number. We may arrange a courier pickup of the damaged item from your location within the UAE at our expense.

How to Initiate a Return

To begin the return process, please email us at returns@excellence.ae or call our customer service team at +971 4 123 4567. Include your order number, the item(s) you wish to return, and the reason for the return. Our team will review your request within 24 to 48 business hours and provide you with a return authorisation number along with instructions on how and where to send the item.

Returns without a prior return authorisation number will not be processed. Please do not send your purchase back to the manufacturer or to any of our boutique locations without first contacting us, as this may delay or prevent your return from being processed.

Refund Process

Once we receive and inspect your returned item, we will notify you by email of the approval or rejection of your refund. If approved, your refund will be processed within 5 to 10 business days and credited to your original method of payment. Please allow an additional 3 to 5 business days for the refund to appear on your bank or credit card statement, depending on your financial institution’s processing times.

For orders paid by cash on delivery within the UAE, refunds will be issued via bank transfer to a UAE bank account of your choice. You will need to provide your bank account details, including IBAN, when requesting the refund.

Exchanges

If you would prefer to exchange your unopened product for a different fragrance or size, we are happy to accommodate this within the 14-day return window. Exchanges are subject to product availability. If the replacement item is priced higher than the original, you will be required to pay the difference. If the replacement is priced lower, the balance will be refunded to your original payment method following the same process outlined above.

Exchanges can also be made in person at any of our boutique locations across the UAE. Simply bring the sealed product along with your order confirmation, and our team will assist you with selecting an alternative.

Shipping Costs for Returns

For standard returns due to a change of mind, the customer is responsible for all return shipping costs. We recommend using a trackable courier service and retaining your tracking number until the return has been fully processed. Excellence Perfumes is not liable for any items lost or damaged during return transit if the customer has not used a traceable shipping method.

For returns due to damaged, defective, or incorrect items, Excellence Perfumes will cover all shipping costs and arrange the pickup at no charge to you within the UAE.

In-Store Returns

You may return eligible items purchased online at any of our boutique locations across the UAE. The item must be in its original sealed condition and accompanied by your order confirmation email or receipt. Our in-store team will process the return and issue your refund or exchange immediately. Please note that in-store returns are only accepted at Excellence Perfumes boutiques, not at any partner retailers or department store concessions.

Late or Missing Refunds

If you have not received your refund within the stated timeframe, first check your bank account again to ensure it has not been posted. Then contact your credit card company or bank, as there may be a processing delay on their end. If you have completed these steps and still have not received your refund, please email us at returns@excellence.ae and we will investigate the matter promptly.

Contact Us

If you have any questions about our Returns Policy or need assistance with a return or exchange, please do not hesitate to reach out to us:

Excellence Perfumes LLC
Dubai Design District (d3)
Dubai, United Arab Emirates
returns@excellence.ae
+971 4 123 4567
Sun — Thu: 9:00 AM – 9:00 PM
Sat: 10:00 AM – 10:00 PM