Refund Policy

Last updated: 13 September 2026

This policy explains when you are entitled to your money back, how the refund reaches you, and how long it takes. It sits alongside our Shipping and Returns page, which covers the practical side of sending an item back to us.

When You Are Entitled to a Refund

  • You return an item within 14 days of delivery, unused and in its original sealed packaging.
  • Your order arrived damaged, leaking or faulty, and you told us within 48 hours.
  • We sent you the wrong item.
  • You cancelled your order before it was dispatched.
  • We are unable to fulfil your order, for example because an item turns out to be unavailable.

Promotional pricing does not reduce your rights. Our products are frequently offered at a discount, and a discounted item is refunded on exactly the same terms as a full-price one. The amount refunded is the amount you actually paid.

Cancelling Before Dispatch

If your order has not yet left us, you can cancel it for a full refund with no questions asked. Email Support@alkumaiti.com with your order number as soon as you can. We usually dispatch within one working day, so speed matters.

How Your Refund Is Paid

Refunds are issued to the method you originally paid with, wherever that is possible.

  • Credit or debit card — refunded to the same card. Your bank then takes its own time to post the amount to your statement, typically 5 to 10 working days.
  • Bank transfer — refunded to the account the payment came from.
  • Cash on Delivery — since there is no card to credit, we refund by bank transfer. We will ask you for an account holder name and IBAN. We will never ask for a PIN, a card number or an OTP, and you should treat any such request as fraudulent.

How Long It Takes

  • Inspection — within 2 working days of your return arriving with us.
  • Decision — confirmed to you by email the same day the inspection finishes.
  • Refund issued — within 7 working days of approval.
  • Money received — immediately for bank transfers; 5 to 10 working days for card refunds, depending on your bank.

If more than 15 working days have passed since we confirmed your refund and nothing has reached you, contact us. We will trace it and send you proof of the transaction.

VAT

All prices shown on this website are in UAE Dirhams (AED) and are inclusive of 5% Value Added Tax. Refunds are issued for the full amount you paid, VAT included. Nothing is withheld. Our Tax Registration Number is 105385658700003; if you need a VAT invoice for an order, email us and we will send one.

Partial Refunds

If you return part of a multi-item order, we refund the price of the returned items only. Where a discount or promotion applied across the whole order, the refund reflects the discounted price actually paid for the returned item, not its full list price.

What We Cannot Refund

  • Perfume, oud chips or bakhoor that has been opened, unsealed or used, unless the item was faulty when it reached you.
  • Items returned after the 14-day window.
  • Items damaged after delivery through misuse, improper storage or accident.
  • Products not purchased directly from this website.
  • Return shipping costs on change-of-mind returns, and the delivery charge paid on the original order.

If a Return Is Rejected

If an item reaches us opened, used or outside the 14-day window, we cannot refund it. We will tell you why, send photographs of what we received, and hold the item for 14 days. You can ask us to send it back to you at your cost during that period. We will not dispose of anything without telling you first.

Contact

For anything to do with a refund, email Support@alkumaiti.com or call +971 6 563 0272. Quoting your order number gets you a faster answer.