Refund policy

EXCHANGE & RETURN POLICY – MAISON FATAH®

GENERAL POLICY

At Maison Fatah®, we are passionate about crafting unique fragrance experiences. Your satisfaction is important to us, and we strive to ensure you enjoy every purchase. However, if you are not fully satisfied, our team is here to assist you with a smooth and professional return or exchange process.

ONLINE PURCHASE POLICY

Items purchased through our official website may be returned or exchanged by contacting our Customer Care team within Seven (7) days from the date of delivery. All returned items must be unused, unopened, and in their original packaging with seals intact. Due to strict hygiene standards, opened or used perfume products are not eligible for return or exchange unless proven to be defective or incorrect upon delivery. For hygiene and safety reasons, fragrance products that have been opened cannot be accepted for return under normal circumstances. Unopened items are eligible for exchange or refund within the specified period, with shipping charges borne by the customer. Opened items will only be accepted if the product is confirmed by our team to be incorrect or affected by a quality issue, in which case Maison Fatah® will cover the shipping charges. Orders may be cancelled only before the shipment process has commenced. If an incorrect product has been delivered due to our error, we will arrange a replacement free of charge. In cases where a customer has ordered the wrong item, an exchange may still be processed; however, double shipping charges will apply to cover both collection and redelivery, and the product must be returned in its original condition and packaging. Customers must report any damaged, missing, or incorrect items within 24 hours of delivery. Failure to do so may affect eligibility for return or replacement. Please note that products purchased through third-party websites or retailers are not eligible for return or exchange under this policy.

IN-STORE PURCHASE POLICY

Items purchased from a Maison Fatah® retail store may be exchanged within Seven (7) days of purchase, provided the product remains sealed, unused, and in its original packaging, and the original invoice is presented. Due to the exclusive and sensitive nature of certain products, oud and loose perfume oils are strictly non-returnable and non-exchangeable. Products purchased under promotions or special offers will be exchanged based on their original full price value rather than the discounted price. Sale items may only be exchanged for the same product, and gifts or complimentary samples are not eligible for return or exchange. In the event of a verified quality issue, the product will be replaced with the same item. If an order has not yet been shipped, the refund will be processed immediately upon cancellation. In cases where the order has already been dispatched, our Customer Care team will coordinate with the shipping provider to cancel the delivery, and the refund will only be processed once cancellation has been successfully confirmed.

CUSTOMER SUPPORT

Our Customer Care team is committed to providing timely assistance, and all inquiries will be responded to within forty-eight (48) working hours.

REFUND POLICY – MAISON FATAH®

GENERAL REFUND POLICY

At Maison Fatah®, we are committed to providing a smooth and transparent refund experience for our customers. Refund requests are accepted within Seven (7) days from the delivered date, subject to our return and exchange conditions. Once approved, refunds may take up to Ten (10) working days to be completed.

REFUND METHOD

All refunds are processed through the original mode of payment used at the time of purchase. Alternatively, customers may choose to receive the refund in the form of a voucher or coupon code equal to the value of the returned product, which can be used for future purchases.

ORDER CANCELLATION & SHIPMENT STATUS

If an order has not yet been shipped, the refund will be processed immediately upon cancellation. In cases where the order has already been dispatched, our Customer Care team will coordinate with the shipping provider to cancel the delivery, and the refund will only be processed once cancellation has been successfully confirmed.

CARD PAYMENTS REFUND TIMELINE

For payments made by credit or debit card through the website, refunds will be credited back to the same card after the returned items have been received and approved. This process may take up to Ten (10) business days depending on the payment provider.

CASH / CARD ON DELIVERY REFUNDS

For orders placed using Cash on Delivery (COD) or Card on Delivery, Maison Fatah® will process refunds through one of the following methods, depending on the customer's preference and verification: cash refund, bank transfer, or refund back to the original card used for payment. Refunds will be initiated after the returned items have been received and accepted. Processing timelines may vary depending on banks or financial institutions.