Legal
Refund Policy
When we replace or refund an order, how to report a problem, and how refunds are paid.
This Refund Policy explains what to do if your order arrives damaged, leaking, wrong or incomplete, and how refunds are paid. It forms part of our Terms of Sale.
01
Change of mind
Fragrances cannot be returned or exchanged for change of mind.
Fragrances are non-returnable for hygiene and safety reasons.
02
Damaged, leaking, wrong or incomplete orders
If your order arrives damaged, leaking, wrong or incomplete, tell us within 3 days of delivery. Contact us on WhatsApp or by email with:
- Your order number.
- Clear photos or a video of the item and its packaging.
WhatsApp: +923208258914 (opens WhatsApp)
Email: info@naafah.com
Please record a short video while you open the parcel. It lets us confirm a problem quickly.
Problems reported more than 3 days after delivery cannot be accepted.
03
Replacement or refund
Once we confirm the problem, we send you a replacement. If a replacement is not available, we refund you instead.
Naafah pays the return shipping for a confirmed damaged, leaking or wrong item.
Please do not send anything back before contacting us. We will tell you how to return the item.
04
Processing and refunds
Returns are processed within 5 to 7 working days after we receive and check the item.
Refunds on Cash on Delivery orders are paid by bank transfer or mobile wallet.
05
Trying a scent first
Because fragrances cannot be returned for change of mind, we suggest starting with the 10 ml size of any scent before choosing a full bottle. Every fragrance in the collection comes in 10 ml.
Contact information
Questions about this policy? Get in touch. This policy is issued by Naafah.