Return and Replacement Policy

Thank you for choosing Akwan (FZE) for your perfume needs. We value your satisfaction and have established a return and replacement policy to protect your rights as a customer. Please carefully read the following terms and conditions before making a purchase. By placing an order with us, you agree to comply with these policies.

Return and Replacement Policy:

We regret to inform you that perfume products, classified as cosmetic products, cannot be returned except under the following circumstances:

  1. Incorrect Product: If you receive a product that does not match your original order, you are entitled to either a replacement with the correct product (if available in our store) or a full refund. This applies only if the product packaging has not been opened. Once the product is opened, it cannot be returned due to global policies for the return of perfumes and cosmetic products.

  2. Product Condition: To initiate a return, the client must send back the received product in the same condition without any signs of use or opening, following the general policy for selling perfumes and cosmetic products worldwide.

  3. Timeframe for Returns: Any incorrect product must be returned within 15 days from the date of purchase. Please ensure you keep the original invoice as proof of purchase.

  4. Product Condition for Returns: Returns will not be accepted if the client has opened, used, or damaged any part of the product.

  5. Order Cancellation: If the client wishes to cancel an order that has been shipped but not yet delivered, they will be responsible for the full shipping fees, which will be automatically deducted from the order value. The product must retain its original packaging.

  6. Order Cancellation During Shipping: If the client wishes to cancel an order and request a refund before receiving the shipment while it is in transit, they will be responsible for the return shipping fees. The shipping amount will be deducted from the total order value, and the refund will be processed once we receive the shipment from the shipping company. The shipment must be received within 15 working days from the date of its original receipt. If the order is not received within this timeframe, the client will be informed of any delays and given the option to accept or refuse the delay and receive a refund.

  7. Damaged or Defective Products: If the product arrives damaged or defective, we will replace it for you.

  8. Refund Claim Period: The period in which you can claim a refund for any of the aforementioned cases is 15 days from the date of product receipt.

The client is not entitled to a return or replacement in the following cases:

  1. Custom Composition: If the product was specifically manufactured according to the client’s specific request, unless it does not match the order or has a defect.

  2. Poor Keeping: If the product was damaged due to improper storage by the client.

  3. Exceeded Timeframe: If more than 15 days have passed since the client received the product.

Additional Terms and Conditions:

  • Akwan (FZE) reserves the right to amend or modify the return and replacement policy at any time without prior notice.
  • The client is responsible for shipping costs associated with returning the product, except in cases where we have made an error.
  • Refunds will be issued through the original payment method used for the purchase.
  • If the client cancels their order, the e-payment fees shall be deducted according to the percentage of the payment gateway. The website does not deduct any additional costs, and the remainder shall be returned to the client’s bank account.
  • Please note that returns or replacements are subject to our inspection and acceptance

To initiate a return, please follow these steps:

  1. Send an email to [email protected] with the subject line “Return Request.”

  2. In the email, please include the following information:

    • Order ID
    • Product(s) to be returned, including quantities
    • Return description and reason
  3. Our team will investigate your request and respond to you within 2 to 3 business days.