Any return/exchange of items must comply with the following conditions
- Return of items in good condition (in saleable condition), with original packaging intact, without having been tried on and accompanied by the corresponding invoice.
- If the packaging is damaged and the items show obvious signs of use, we will not be able to accept the exchange or refund.
- You have 30 days after receiving your order to exchange or return it.
- If you wish to exchange or return any of your items, please connect with us through WhatsApp or call +351964454417 or email info@kiswahperfumes.com
- Inform us of your intention to exchange or return an item, including your order number or invoice number, the products you’re returning, and the reason for the return. After contacting us, you’ll receive instructions on how to process the exchange or return.
- Under no circumstances send items without prior contact as they will not be received.
- After contacting our Customer Support and receiving the return/exchange instructions, you must send us the item properly packaged and, in the conditions, mentioned above, to the address indicated below:
Kiswah Perfumes & Fragrances FZC
Rua Serra De Caldeirao 7, Alto Das VinihasSessimbra Portugal 2970-141
If you choose to exchange the product, we inform you that:
Shipping costs to our address are the customer’s responsibility, except for customers affected by shipping or technical issues with the product. In these cases, Kiswah Perfumes will cover the shipping costs.
Exchanges will only be processed after verifying the product’s condition and compliance with the conditions described above.
If you choose to return the amount, we inform you that:
Shipping costs to our address are the customer’s responsibility, except for customers injured by shipping or a technical issue with the product. In these cases, shipping costs will be covered by Kiswah Perfumes.
Refunds will be made for the full order value (products plus shipping costs), unless the reason for the return is not the responsibility of our service department – in which case shipping costs will be deducted from the refund amount.
Returns will only be processed after checking the product’s condition and meeting the conditions described above.
Return Eligibility
We accept returns under the following conditions:
Contact Us: Email info@pt.kiswahperfumes.com or call +971 521523880 (UAE), +351 964454417 (Europe) within 7 days of delivery. Provide your order number, reason for return, and photos (if requested).
Return Authorization: We will issue a Return Authorization Number if approved.
Ship the Item: Pack the product securely in its original packaging and send it to the provided UAE return address.
For change-of-mind returns, you cover return shipping costs. For defective or incorrect items, we provide a prepaid return label or arrange pickup.
Inspection: We will inspect the item upon receipt to confirm eligibility.
How to Return an Item
To initiate a return:
Change of Mind: As per UAE law, you may return products within 7 days of delivery if they are unopened, unused, and in their original condition.
Defective or Incorrect Items: If a product is damaged, defective, or not as described, you may return it at any time, and we will cover all costs.
Hygiene Restrictions: Perfumes that have been opened, sprayed, or had their plastic seal broken are not eligible for return due to hygiene regulations, unless defective or incorrect.
Returned items must include: Original packaging, seals, labels, and any accessories or free gifts.
Proof of purchase (e.g., order confirmation or receipt).
Refunds Processing Time:
Refunds will be issued within 14 days of receiving and approving the returned item, as required by UAE law.
Refund Method: Refunds will be processed to the original payment method. For cash-on-delivery orders, refunds will be issued via bank transfer within 7 days of approval or an agreed-upon method.
Non-Refundable Costs: Original shipping fees and cash-on-delivery charges are non-refundable for change-of-mind returns.
Faulty/Incorrect Items: We will refund the full purchase price, including shipping fees, for defective or incorrect products.
Exchanges
Exchanges are available within 7 days of delivery for unopened, unused products in their original condition.
Contact us with your order details and desired replacement product. For change-of-mind exchanges, you cover shipping costs and any price difference. For defective/incorrect items, we cover all costs.
Non-Returnable Items
The following are non-returnable unless defective or incorrect:
Perfumes that have been opened, used, or had their seals removed.
Products without original packaging, labels, or proof of purchase.
Gift cards or promotional items.
Damaged or Incorrect Deliveries
If you receive a damaged or incorrect product, notify us within 48 hours of delivery with photos of the item and packaging. We will arrange a replacement or full refund at no cost.
Contact Us
For assistance or questions:
Email: info@pt.kiswahperfumes.com
Phone Number for
Europe Office: +351 964454417
UAE Office: +971 521523880
Hours: Monday–Friday, 9:00 AM–6:00 PM
Additional Information
We reserve the right to reject returns that do not comply with this policy or show misuse.
Excessive or fraudulent returns may be reviewed to prevent abuse.
This policy is available in Arabic upon request and subject to change, with updates posted on our website. Thank you for choosing Kiswah perfumes and fragrances.