Refund policy

11 Perfumes LLC - United Arab Emirates

At 11 Perfumes LLC, your satisfaction is our priority. We stand behind the quality and authenticity of every product we sell. If something is not right with your order, we are here to make it right.

This policy applies to all purchases made on www.11perfumes.ae  and is governed by UAE Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations.

1. Return & Exchange Window

You have 30 days from the date of delivery to request a return or exchange. 

Returns requested after 30 days of delivery will not be accepted unless the item is faulty or was delivered incorrectly.

2. Eligibility for Returns

To qualify for a return or exchange, the following conditions must be met:

✓  Item returned within 30 days of delivery date

✓  Item is unused, unopened, and in its original condition

✓  Original packaging, box, cellophane seal, and any accessories are intact

✓  Original receipt or order number is provided

✗  Item was not marked as Final Sale or purchased during a clearance event

✗  Item is not a gift card

 Important: Perfumes and fragrances are personal hygiene products. Once the original seal or cellophane wrap is broken, the item cannot be returned unless it is defective or was delivered incorrectly. This is standard practice in the UAE fragrance industry and complies with Consumer Protection Law.

 3. Non-Returnable Items

The following items cannot be returned or exchanged under any circumstances:

The following items are generally not eligible for return or exchange, except where the product is defective, damaged upon delivery, or incorrectly supplied: 

4. Return Shipping

Returns due to our error (wrong item, damaged/defective product): We will arrange and cover the full cost of the return pickup.

Returns due to a change of mind: We will arrange the return pickup at no additional charge, provided the item meets all return eligibility conditions.. We recommend using a trackable shipping method, as we cannot be held responsible for items lost in transit.

Please do not send your item directly to the manufacturer. All returns must go through our customer service team first.


5. Refund Process

Once we receive and inspect your returned item, we will notify you within 2 business days of the outcome.

 If approved:

  1. Refunds are issued to the original payment method used at checkout.
  2. For credit/debit card payments, allow 5-14 business days for the refund to appear, depending on your bank.
  3. For Cash on Delivery orders, the refund will be processed via bank transfer / store credit .
  4. Shipping fees are non-refundable except in cases where the error was ours.

 If your return is rejected (e.g. item shows signs of use, seal broken without defect), we will return the item to you and notify you of the reason.

6. Exchanges

We offer exchanges for:

•      The same item in a different size or variant (if available)

•      A replacement for a defective or incorrect item

Exchanges for a different product are treated as a new order. If the replacement item is of higher value, the difference must be paid. If lower, a refund for the difference will be issued.

7. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, contact us within 24 hours / 7 days of delivery. 

Please provide:

  • Your order number
  • Clear photos of the item, packaging, and visible defect or damage
  • brief description of the issue

We will arrange a free replacement or full refund - your choice. No return shipping fee applies in these cases.

 8. Late or Missing Refunds

If you have not received your refund after the expected timeframe:

  • Check your bank account - some refunds post with a 1-2 day delay
  • Contact your bank or card provider - processing times vary

9. In-Store Returns

Items purchased online may also be returned or exchanged in person at our physical store, subject to the same eligibility conditions above.

📍  19 Souk Deira St, Al Buteen, Al Sabkha, Dubai, UAE
🕐  Customer Service: Monday - Sunday, 8:00 AM - 12:00 PM (UAE Time)

10. How to Start a Return or Exchange

To initiate a return or exchange:

  • Step 1: Contact us within 30 days of delivery by email or WhatsApp (details below).
  • Step 2: Provide your order number, item(s) to return, and reason for return.
  • Step 3: We will confirm eligibility and provide return instructions within 1 business day.
  • Step 4: Pack the item securely in its original packaging and hand it to our courier or bring it to our store.
  • Step 5: Once received and inspected, your refund or exchange will be processed.

11. Contact Information

11 Perfumes LLC

📍  19 Souk Deira St, Al Buteen, Al Sabkha, Dubai, UAE
📧  order@11perfumes.ae
📞  +971 55 558 7342  (Call or WhatsApp)
🕐  Customer Service: Monday - Sunday, 8:00 AM - 12:00 PM (UAE Time)