Refund &
Returns Policy

45-Day Return Period

Customers may request a return within 45 days from the date the order is delivered.

Returned products must meet the eligibility conditions described in this policy.

Return Eligibility

A product may be eligible for return when:

• The return request is made within 45 days of delivery.
• The product has not been used, tested, sprayed or altered.
• The item is in new and resalable condition.
• The original packaging is complete and undamaged.
• Seals, labels and protective wrapping remain intact.
• Any accessories or complimentary items supplied with the order are included.
• Proof of purchase or the relevant order number can be provided.

Perfumes, Makeup & Beauty Products

Because perfumes, cosmetics and makeup are personal-use products, additional hygiene conditions may apply.

Perfumes and beauty products should be returned unopened, unused and with their original seals and packaging intact.

Oud & Bakhoor

Oud, bakhoor, mamool and incense products should be returned unused and in their original sealed packaging.

Products that have been burned, opened, tested or partially used may not be eligible for return unless the item was received damaged or incorrect.

Non-Returnable Items

We may be unable to accept returns for:

• Opened or used perfumes.
• Opened or used makeup or cosmetic products.
• Products with removed hygiene seals.
• Used oud, bakhoor or incense products.
• Items damaged after delivery through misuse or improper storage.
• Products returned without original packaging or essential components.
• Items specifically marked as final sale or non-returnable before purchase.

Damaged or Incorrect Orders

If you receive a product that is damaged, defective, leaking, broken or different from what you ordered, please contact Velvet Rose as soon as possible.

We may request photographs of the product, outer packaging and shipping label so our team can review the issue.

Once verified, we may offer a replacement, exchange or refund depending on the circumstances.

How to Request a Return

Please contact our customer care team before sending any product back.

Return Shipping

Unless the product was delivered damaged, defective or incorrectly, return shipping costs may be the responsibility of the customer.

Products should be securely packaged and returned using a traceable delivery service where possible.

Velvet Rose is not responsible for returned products that are lost or damaged before reaching us.

Inspection of Returned Products

Returned items may be inspected after they are received.

We may verify the condition of the product, packaging, seals and included accessories before approving a refund.

If a returned item does not meet the conditions stated in this policy, the return may be declined.

Refunds

Once an eligible return has been received and approved, the refund will normally be initiated using the original payment method, where possible.

The time required for the refunded amount to appear may depend on your bank, card issuer or payment provider.

Processing times applied by external financial institutions are outside the direct control of Velvet Rose.

Delivery Charges

Original delivery charges are generally non-refundable when a customer returns an otherwise correctly supplied and non-defective item.

If the return is caused by an incorrect, damaged or defective product supplied by Velvet Rose, applicable delivery charges may be reviewed by our customer care team.

Exchanges

Where available, eligible products may be exchanged subject to stock availability and approval.

If the requested replacement is unavailable, we may offer an alternative product or process a refund for the eligible returned item.

Order Cancellation

If you wish to cancel an order, please contact us as soon as possible.

If the order has not yet been processed or dispatched, we will make reasonable efforts to cancel it.

Once an order has been shipped, it may need to be handled as a return after delivery.