Refund policy
Taif Al Emarat is committed to handling returns, cancellations, exchanges, and refunds fairly and in accordance with applicable consumer-protection requirements.
Because the International Store serves several jurisdictions, mandatory customer rights may differ according to the customer’s country.
Nothing in this policy limits a mandatory consumer right that cannot legally be excluded.
1. Defective, Damaged or Incorrect Products
Regardless of any voluntary change-of-mind policy, customers should contact us where a product is:
· defective;
· damaged;
· leaking;
· counterfeit;
· incorrectly supplied;
· incomplete;
· materially different from its description;
· unsafe; or
· otherwise legally non-conforming.
Applicable legal remedies may include:
· replacement;
· exchange;
· repair where relevant;
· price reduction;
· return;
· refund; or
· another legally required remedy.
2. EU/EEA Customers – 14-Day Withdrawal Right
Where applicable EU/EEA consumer law applies, eligible consumers generally have 14 days from the day after receiving the goods to exercise the statutory right to withdraw from a qualifying online purchase without giving a reason.
Applicable statutory exceptions remain valid.
After valid withdrawal, the customer must return the goods within the applicable statutory return period.
Taif Al Emarat will process the applicable refund within the timeframe required by law.
3. EU/EEA Refunds
Where EU/EEA statutory withdrawal rights apply, an eligible refund will include amounts required under applicable consumer law.
Where legally required, this includes the cost of the least expensive standard delivery method offered for the order.
If the customer voluntarily selected a more expensive premium shipping service, the additional premium portion does not have to be refunded where applicable law permits.
4. EU/EEA Change-of-Mind Return Shipping
Where Taif Al Emarat clearly informs EU/EEA customers before purchase that they are responsible for the direct cost of returning goods under the statutory withdrawal right, the customer may bear that return cost.
Where the required advance disclosure has not been provided, Taif Al Emarat will bear the return cost where legally required.
5. UK Customers – Cancellation Right
Where UK distance-selling consumer legislation applies, eligible consumers generally have 14 days after receiving the goods to notify Taif Al Emarat that they wish to cancel the qualifying purchase, subject to statutory exceptions.
After notifying us, the customer generally has the further statutory period applicable under UK law to return the goods.
Mandatory UK refund timing, delivery-cost, and return-cost requirements will be followed.
6. Customers in Other Countries
Where another country provides a mandatory:
· cooling-off period;
· cancellation right;
· statutory guarantee;
· defect remedy;
· return period; or
· refund right,
Taif Al Emarat will apply that requirement where it legally applies to the transaction and cannot be contractually excluded.
7. Voluntary Change-of-Mind Returns
Where no mandatory statutory withdrawal period applies, Taif Al Emarat may offer a voluntary return option according to the commercial terms clearly displayed for the applicable destination.
A voluntary commercial policy never reduces stronger mandatory statutory rights.
8. Perfumes
Because Taif Al Emarat sells perfume, ordinary change-of-mind returns require particular care.
Where legally permitted, perfumes that have been:
· materially used;
· sprayed beyond what is reasonably necessary for lawful inspection;
· altered;
· damaged by the customer; or
· otherwise made unsuitable for resale
may be excluded from a voluntary change-of-mind return or may result in a lawful reduction in reimbursement.
However, opening packaging does not automatically cancel all customer rights.
A customer may still retain mandatory rights where the perfume is:
· defective;
· leaking;
· damaged;
· counterfeit;
· incorrectly supplied;
· materially not as described; or
· otherwise legally non-conforming.
9. Sealed/Hygiene Exceptions
Where a jurisdiction recognizes a statutory exception for sealed goods that are not suitable for return for health-protection or hygiene reasons after unsealing, that exception will only be relied upon where the particular product and circumstances legally satisfy the applicable rule.
Taif Al Emarat will not automatically classify every perfume worldwide as legally non-returnable merely because its packaging has been opened.
10. Condition of Returned Goods
For an ordinary change-of-mind return, customers should take reasonable care of the product.
Products should generally be:
· returned with original packaging where reasonably possible;
· complete;
· accompanied by accessories/components;
· accompanied by applicable promotional gifts; and
· not handled beyond what is reasonably necessary to inspect them.
Where applicable law permits, reimbursement may be reduced to reflect loss of value caused by handling beyond what would reasonably be permitted when inspecting the product.
11. Promotional Products
Mandatory return and defect rights are not removed because an item was:
· discounted;
· purchased during a sale;
· purchased with a coupon;
· included in a bundle; or
· purchased as part of a promotion.
Voluntary promotional-return conditions may apply where legally permitted and clearly disclosed.
12. Free Gifts & Bundles
Where the customer returns a qualifying product, a complimentary promotional gift may also need to be returned where legally permitted.
If the customer retains an item from a bundle, any refund adjustment will be calculated transparently and in accordance with applicable law.
13. Requesting a Return
Contact us through:
WhatsApp – Arabic: +971 50 816 0655
WhatsApp – English: +971 52 882 0010
Email: support@taifalemarat.com
Please provide:
· order number;
· product concerned;
· reason for return;
· proof of purchase; and
· photographs where relevant.
14. EU Online Withdrawal Method
Where applicable EU law requires an online withdrawal facility, Taif Al Emarat will make the applicable electronic withdrawal method available through the Website.
Customers may also contact Customer Support using an available written communication channel.
15. Return Address
International products must not be returned without receiving the appropriate return instructions.
Depending on the country, we may provide:
· a return address;
· courier collection;
· return label;
· customs documents; or
· another lawful return method.
16. Return Shipping Costs
Our Error / Defective Product
Where the return results from:
· a defect;
· damage;
· incorrect fulfilment; or
· another issue attributable to Taif Al Emarat,
Taif Al Emarat will bear the return cost where required by applicable law.
Change of Mind
For ordinary change-of-mind returns, the customer may bear the direct return cost where this is permitted by applicable law and was properly disclosed before purchase where required.
17. Customs on Returns
Customers must follow our return instructions for international shipments.
Where customs declarations are required, the package should be appropriately identified as a return where legally and factually correct.
We will not ask customers to make false customs declarations or undervalue returned goods.
18. Refund Method
Approved monetary refunds will generally be returned to the original payment method where possible.
Where that is not possible, a lawful alternative refund method may be agreed.
Customers entitled to a monetary refund under mandatory law will not be forced to accept store credit instead.
19. Refund Timing
Refunds will be initiated within the timeframe required by applicable law.
Bank, card network, or payment-provider processing may require additional time after Taif Al Emarat initiates the transaction.
20. Order Cancellation Before Dispatch
Customers wishing to cancel before dispatch should contact us promptly.
Where the shipment can reasonably be stopped, we will attempt to process the cancellation.
Any stronger statutory cancellation right remains unaffected.
21. Complaints
Customers may request further review through Customer Support.
Nothing in this policy prevents an eligible consumer from contacting:
· an applicable consumer authority;
· regulator;
· alternative dispute body; or
· competent court.
22. Mandatory Rights
Where applicable law provides stronger consumer protection than this policy, the mandatory legal protection will prevail.