Refund policy

11 Perfumes LLC — United Arab Emirates

At 11 Perfumes LLC, customer satisfaction is our priority. We stand behind the quality and authenticity of our products. If something is not right with your order, we are here to help.

This policy applies to purchases made through www.11perfumes.ae and is subject to applicable UAE consumer protection laws.

1. Return & Exchange Window

Customers may request a return or exchange within 30 days of delivery.

Requests made after 30 days are generally not accepted for change-of-mind returns. This does not affect statutory rights relating to defective, damaged, or incorrectly supplied products.

2. Eligibility for Returns

For a change-of-mind return, the following conditions apply:

  • The request must be submitted within 30 days of delivery.

  • The product must be unused, unopened, and in its original condition.

  • Original packaging, box, cellophane seal, and accessories must be intact.

  • Gift cards and clearly disclosed final-sale items are generally excluded where permitted by law.

Important: Opened or used fragrances are generally not eligible for change-of-mind returns. This restriction does not apply to valid claims involving defective, damaged, or incorrectly supplied products.

3. Non-Returnable Items

For change-of-mind returns, the following are generally not eligible:

  • Opened or used perfumes.

  • Products with broken seals or missing packaging.

  • Gift cards.

  • Final-sale products where the exclusion is legally permitted and disclosed before purchase.

These exclusions do not override applicable consumer rights.

4. Return Shipping

Damaged, defective, or incorrect products: We will arrange return pickup at no additional cost.

Eligible change-of-mind returns: We will arrange return pickup without an additional charge, provided the product meets our return conditions.

Please contact customer service before returning any product.

5. Refund Process

Once your returned product is received and inspected, we aim to notify you of the outcome within 2 business days.

If approved:

  • Refunds for online payments will be issued to the original payment method.

  • Card refunds may take approximately 5–14 business days to appear, depending on your bank.

  • Cash on Delivery refunds will be arranged through bank transfer or another agreed method.

  • Original shipping fees, where applicable, are generally non-refundable for change-of-mind returns unless required by law.

If your return is rejected, we will explain the reason and arrange to return the product.

6. Exchanges

Subject to availability, exchanges may be offered for:

  • The same product in a different size or variant.

  • Replacement of damaged, defective, or incorrectly supplied products.

For exchanges involving products with different prices, the difference will be collected or refunded as applicable.

7. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect product, please contact us as soon as possible, preferably within 24 hours and ideally within 7 days of delivery. This recommendation does not limit your statutory rights.

Please provide:

  • Your order number.

  • Clear photographs of the product and packaging.

  • A brief description of the issue.

Where a claim is confirmed, we will arrange an appropriate replacement or refund without charging return shipping.

8. Late or Missing Refunds

If your refund has not appeared after the expected processing period, please check your bank statement and contact your payment provider.

If you still require assistance, contact our customer support team.

9. How to Start a Return

  1. Contact us by email or WhatsApp.

  2. Provide your order number, product details, and reason for the return.

  3. Our team will review your request and normally provide instructions within one business day.

  4. Pack the product securely in its original packaging.

  5. Hand the product to the arranged courier.

  6. Once received and inspected, the refund or exchange will be processed.

10. Contact Information

Company: 11 Perfumes LLC

Website: www.11perfumes.ae

Registered Address: 19 Souk Deira Street, Al Buteen, Al Sabkha, Dubai, United Arab Emirates

Call / WhatsApp: +971 55 558 7342

Email: order@11perfumes.ae

Support Hours: Monday–Sunday, 8:00 AM–10:00 PM (UAE Time)