Refund, Return & Exchange Policy
At Aqwa Perfumes, we want you to receive your order safely and correctly. Because perfumes and attars are personal-use products, we follow a simple and fair return policy.
48-Hour Reporting Window
Please contact us within 48 hours of receiving your delivery for any damaged, leaking, or incorrect items so we can assist you promptly.
When Can You Request a Return or Replacement?
You can contact us if:
- You received the wrong product
- The product arrived broken
- The bottle is leaking
- The product was damaged during delivery
- There is a genuine manufacturing defect
What Do We Need?
For damaged, broken, leaking, or wrong products, please send us:
- Your order number
- Photos of the product
- Photos of the package
- An unboxing video, if available
This helps our fulfillment atelier verify and resolve the issue quickly.
Products We Cannot Accept for Return
Due to hygiene and personal care safety, we generally cannot accept returns for:
- Opened or used perfumes/attars
- Products with the seal removed
- Products damaged after delivery by the customer
- Products without their original packaging
- Change of mind after opening or using the fragrance
Refunds & Order Cancellations
Refund or Replacement: After checking the issue, we may provide a replacement or refund, depending on the situation and product availability.
If a refund is approved, it will be processed and credited to your original payment method within 4 – 5 Business Days (TAT). The exact time taken to reflect in your account balance may vary slightly depending on your bank or payment provider.
Order Cancellation: You can request cancellation before your order is packed and shipped. Once the order has been dispatched, cancellation is no longer possible.
Contact Us for Returns & Exchanges
Reach our concierge team directly with your order number: