Returns

Damaged items

We are sorry if an item arrives damaged. Although we check products before shipping, fragile fragrance goods can occasionally be harmed by carriers or unforeseen freight conditions.

Contact sales@ecnargarf.com with clear photos of the damaged item(s) and packaging. Do not send items back without our authorisation. Eligible damaged products may be exchanged within 7 days of delivery.

When returns are accepted

Returns for damage (or authorised quality issues) must:

• Be in the original packaging
• Not have been used
• Not show a foreseeably reduced fill level from use

Refunds or returns outside these circumstances are not generally entertained; exchanges are at our discretion. By purchasing you agree to these conditions.

Private-label, custom-filled, opened, or used fragrances are non-returnable for hygiene and regulatory reasons. Wholesale/distributor terms follow the relevant quotation or agreement.

Return shipping costs

Return shipping costs vary by carrier, quantity, and country of origin.

International / voluntary returns: if you choose to return a product that arrived in good condition (change of mind, or similar — only where we have authorised the return), you are responsible for return shipping to Dubai. In that case we refund the product value only (what you paid for the goods). Outbound shipping, duties, and taxes are not refunded unless we agree otherwise in writing.

Damaged or our error: if the item arrived damaged, defective, or we shipped the wrong product, contact us with photos first. Where we authorise the return, we will advise whether we cover return freight or arrange a replacement / full refund including applicable shipping.

Opened products

For hygiene and regulatory reasons, fragrances that have been opened, sprayed, or used are generally not eligible for return or refund, except where the product is proven damaged or faulty on arrival and we have authorised the claim. Keep seals and outer packaging intact until you are satisfied with the delivery.

Did you receive my return?

Once we receive an authorised return, we begin processing as soon as possible — usually within about two working days. We email you when the return has been processed.

How refunds are issued

After customer support confirms a return, refunds are issued to the original payment method. For authorised voluntary international returns, the refund is normally the product amount only (not return shipping you paid, and not original outbound shipping/customs unless agreed). For approved damage or our shipping error, we refund as agreed when we authorise the claim. Refunds are processed after the item is received and inspected, and typically within 14 days of receiving your return.

Cancellation policy

Once placed and confirmed, retail orders are generally not eligible for cancellation if already in fulfilment. Contact sales immediately if you need to amend an order — we will help where production or despatch has not started. Trade and private-label cancellations follow the written quotation terms.

Questions

Email sales@ecnargarf.com with your order number, the product, and the reason for your request. Thank you for shopping with Ecnargarf.