Refund and Returns Policy

Last Updated: 30 March

At Balminess, customer satisfaction is important to us. This policy explains your rights and our procedures for returns, refunds, and exchanges.

1. Your Rights Under UAE Law

This policy complies with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

You are entitled to a refund, repair, or replacement if goods are faulty, not as described, or unfit for purpose.

2. 14-Day Cancellation Right (Online Orders)

If you purchased online, you have the right to cancel your order within 14 days of receiving your item.

Conditions:

  • Items must be unused, unopened, and in original packaging
  • You must notify us within 14 days of delivery
  • You then have an additional 14 days to return the item

3. Non-Returnable Items (Hygiene Reasons)

Due to the nature of fragrance products, we cannot accept returns for:

  • Opened or used perfumes
  • Items without original packaging
  • Products damaged after delivery

This is to ensure hygiene and product integrity.

4. Faulty or Incorrect Items

If you receive a product that is:

  • Damaged
  • Defective
  • Incorrect

Please contact us within 48 hours of delivery with:

  • Your order number
  • Clear photos of the issue

We will offer:

  • A replacement, or
  • A full refund (including delivery costs where applicable)

5. Refund Process

  • Once we receive and inspect your return, we will notify you
  • Approved refunds will be processed within 5–14 working days
  • Refunds will be issued to the original payment method

6. Return Shipping

  • Customers are responsible for return shipping costs unless the item is faulty or incorrect
  • We recommend using a tracked delivery service, as we are not responsible for lost returns.

7. Exchanges

We only replace items if they are defective or damaged. For exchange requests, please contact us first.

8. Late or Missing Refunds

If you haven’t received your refund:

  • Check your bank account again
  • Contact your payment provider
  • If still unresolved, contact us

9. How to Request a Return

To initiate a return or refund, please contact us:

  • Email: info@balminess.shop
  • Address: AL Quoz industrial area 4, 14C street, Warehouse 7A, Dubai , United Arab Emirates

Include your order number and reason for return.

10. Important Notes

  • We reserve the right to refuse returns that do not meet our policy conditions
  • This policy does not affect your statutory rights under UAE law