RETURNS AND EXCHANGE POLICY
Can I change or return items once I receive them?
Yes you can. We want you to be happy with your purchase and your overall experience with Heaven Scent. However, if you would like to return any items to us, please do so within 14 days of purchase, along with the original confirmation order. Returns requested outside the 14 day window will be assessed on a case-by-case basis.
Please note the following when returning items:
- Returned items must be in a re-saleable condition. This means we cannot accept any items that have been personalised or used in any way.
- We will not accept returns on items that are in the sale or marked as clearance.
- Please note that Heaven Scent will not bear the cost of returning the shipment.
- For orders that are damaged or incomplete, please see below.
What is the return procedure?
To return or exchange an item, simply email us at email@example.com with the following information:
- Please put your order number in the subject header.
- Please provide a brief reason as to why you would like to return the product/s.
- Please attach a copy of your confirmation order with your email.
- Once you submit your request, you must courier the item/s you wish to return or exchange back to Heaven Scent using a courier company of your choice. The items must be sent to us at the below address:
1st Floor, Al Hilal Bank Building
Al Falah Street
United Arab Emirates
- Please carefully secure and package the merchandise to prevent damage in transit.
- Once we receive the item/s, our customer service team will check to make sure the item/s are in a satisfactory condition.
- If we find the items to be in a satisfactory condition, we will then process the exchange or refund. If it’s a refund, we will credit the card used to make the purchase.
- If the item/s are not deemed to be in a suitable condition, we will discuss this matter with you.
How is the money refunded to me?
For customers that have paid by credit card or debit card, your card will be credited the amount once we receive the item/s in a satisfactory condition. This usually takes between 7-10 days. Please note, we do not refund shipping charges or import duty charges.
Damaged or incomplete orders
We have a number of checks in place to ensure the accuracy of the orders we send out. However, if your order is incomplete, please email firstname.lastname@example.org and we will endeavour to sort this out as quickly as possible. Please include your order number and the fact the item is incomplete in the subject header so that we can give it priority status. Please also include your original confirmation order.
For products which have been damaged in transit, please save the merchandise and the package it arrived in and notify us immediately at email@example.com
- Place your order number in the subject header and the fact the item/s are damaged. This is so we can give it priority status.
- In the email, make sure you provide the exact details of the damage to the product and the date you received the item/s.
- Please attach a copy of your confirmation order with the email
- One of our customer service team will then call you to arrange a time to get the damaged item picked up and sent back to us.
- Once we have received the item/s, they will be inspected by our customer service team, who will contact you once a decision has been reached. Your item/s may be refunded, replaced or repaired and returned to you. We will also refund any shipping fees or duty fees that have been paid by you.
- If the item is not faulty, but has suffered from excessive wear and tear, misuse or malicious damage, we will discuss the situation with you. We will not be able to offer a refund or exchange in such cases.
- We aim to process all faulty products within 14 days from point of receipt.
Can I cancel my order before I receive it?
You can cancel an order, only if the cancellation request is received before the item is dispatched. Please note that all items are usually dispatched within 24 hours. If the item/s have already been dispatched, it is unfortunately too late to cancel your order.
To cancel an order, please send an email to firstname.lastname@example.org Please include the word "cancel" and your order reference number in the title of the email. Please briefly indicate why you would like to cancel the order.
Once your cancellation email is received, we will review your request and send you an email as to whether we can process the cancellation or not.