Refund policy
1. Refund & Exchange Policy
Refunds
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No refund is permitted once the package has been opened.
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No international refunds are offered under any circumstances.
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In the rare case of a manufacturing defect or damage during transit, please contact us immediately (within 3 days of receipt) with photographic evidence. We will evaluate the case and may offer store credit or a replacement at our discretion.
Exchanges
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If the package is opened, no exchange will be allowed.
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No international exchanges—exchange service is only available for orders within the UAE.
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For eligible exchanges (unopened, unused goods within UAE), the customer is responsible for return shipping. Once we receive and inspect the returned item and confirm it meets our condition criteria, we will dispatch the replacement item (subject to stock availability).
Conditions for Refunds / Exchanges
To qualify for a refund or exchange (within the limited scope above), the product must be:
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Unopened, unused, and in its original condition
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In its original packaging, with all original labels, seals, tags, and inserts intact
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Returned to us within the allowable time window (as defined case by case)
We reserve the right to deny refunds or exchanges if the returned item fails inspection (e.g., seal broken, item used, damage, missing parts).
If coniditions are met, you may contact us on info@orelaperfumes.com.
Damaged / Wrong Items
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Please inspect your order immediately upon receipt.
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If your order arrives damaged or incorrect, contact us within 3 days with clear photos of the damage or discrepancy.
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If the issue is our responsibility, we will arrange for replacement or refund (at our discretion), and we may arrange for the return at our cost.