Refund policy
Last Updated: October 2026
Article (1): Purpose and Scope of Application
This Policy sets out the rules and procedures governing requests for returns, exchanges, order cancellations and refunds relating to Products purchased through www.ramasat.com.
The Policy is intended to regulate voluntary returns of Products, address claims relating to defective, damaged, incorrect or non-conforming Products, specify the documents and procedures required to verify claims, and explain how refunds and return costs are handled.
This Policy shall be read together with the Terms and Conditions, the Shipping and Delivery Policy and the Privacy Policy. All its provisions are subject to applicable laws and mandatory consumer rights.
No condition in this Policy may be construed as a waiver of a right that cannot legally be waived or as an exemption of the Company from an applicable legal obligation.
Article (2): Company Details
- Legal Name: RAMASAT Perfumes LLC.
- Trade Licence Number: 850078.
- Registered Address: Burj Khalifa – Bur Dubai – Dubai – United Arab Emirates..
- Website: www.ramasat.com.
- Email: support@ramasat.com.
- Telephone: +971 56 458 5999.
- WhatsApp: +971 56 689 6891.
The above contact numbers must be verified and made consistent with the Customer Service details published on the website before this Policy is adopted.
Article (3): Categories of Return Requests
For the purposes of this Policy, return requests are divided into the following categories:
- First: Voluntary return due to change of mind. This is a request to return a sound Product that conforms to the order, solely because the Customer no longer wishes to keep it. It is subject to the eligibility, time limit and Product condition requirements set out in this Policy, to the extent permitted by law.
- Second: Return due to defect, damage or non-conformity. This is a request arising from a defect, damage, error in the Product, or its failure to conform to a material description or accepted order. Such claims shall be handled in accordance with the Customer’s legal rights and shall not be restricted by conditions intended for voluntary returns in a manner that contravenes the law.
- Third: Cancellation before or after shipment. This is a request to stop or terminate the purchase transaction, taking into account the stage of preparation and shipment and the applicable legal rights.
- Fourth: Exchange request. This is a request to exchange a Product for another Product and is subject to availability of the replacement Product, the nature of the reason for the exchange and the law.
The category of a request must be identified from the outset so that the correct procedure is applied and a voluntary return is not confused with a claim arising from a defect or non-conformity.
Article (4): Voluntary Return Period
4.1 The Customer may request a voluntary return of eligible Products within 7 calendar days from the date of receipt, subject to the conditions set out in this Policy.
4.2 The Customer must submit the return request through the approved contact channels and provide the order number, Product details and reason for return.
4.3 Submitting a request within the period does not mean it is automatically approved; the request remains subject to verification of the Product’s eligibility and condition, the offer terms and applicable law.
4.4 The Company shall review the request within a reasonable period and inform the Customer of its decision or of any additional information required.
4.5 The voluntary return period may not be used to deprive the Customer of a mandatory right relating to a defect, damage, error in the Product or non-conformity, where the law provides a different period or procedure for such cases.
4.6 If the law requires the consumer to be granted a period or right exceeding that stated in this Policy, the mandatory legal provision shall apply.
Article (5): Voluntary Return Conditions and Product Condition
Subject to the law, a voluntary return due to a change of mind may be accepted only if the Product is:
- Unused and unconsumed.
- Unopened, if opening the package or breaking its seal affects return eligibility in light of the nature of the Product and the law.
- In its original condition and original packaging, without damage caused by the Customer’s use.
- Accompanied by any related accessories and gifts, where these form part of the transaction and offer terms.
- Accompanied by proof of purchase or sufficient information to verify the transaction.
The Company may inspect the Product to verify compliance with these conditions, and its decision must be based on the Product’s condition, the actual facts and the terms disclosed.
Article (6): Opened or Used Perfumes
6.1 Given the nature of perfumes and fragranced Products, opened or used Products may not be eligible for return solely due to a change of mind, where permitted by law.
6.2 This includes cases in which the package has been opened, the seal broken or part of the Product consumed, where this constitutes a lawful basis for excluding a voluntary return under this Policy and the law.
6.3 This exclusion shall not apply in a manner that deprives the Customer of a legal right relating to a defective, damaged or incorrect Product, non-conformity or misleading description.
6.4 Opening the package or inspecting the Product to the reasonable extent necessary to discover a defect or non-conformity may not automatically be treated as a reason to reject a claim where the law protects that right.
6.5 If the Product’s condition differs from the Customer’s description, the Company may request photographs or additional information or inspect the Product to verify the reason for return, without unduly delaying the claim.
Article (7): Defective, Damaged, Incorrect or Non-Conforming Products
7.1 If the Customer receives a defective, damaged or incorrect Product, or one that does not conform to a material description or the accepted order, the Customer should contact the Company as soon as possible and provide the order number and an explanation of the issue.
7.2 Clear photographs of the Product, packaging and shipping label, and any documents that assist verification, are preferably attached. However, inability to provide an unavailable or impossible photograph shall not automatically be a reason to reject a valid claim.
7.3 The Company may request reasonable additional information or return of the Product for inspection where necessary to determine the cause of the issue, taking into account the nature of the defect, legal rights and the time required to handle the claim.
7.4 After reviewing the claim, the Company shall take the action required by the circumstances and the law, which may include replacement, repair where appropriate and permitted, refund or any other remedy provided by law.
7.5 A claim may not be rejected merely because the Customer opened the package or inspected the Product to the reasonable extent necessary to discover the issue.
7.6 The Customer may not be charged return costs arising from an error for which the Company is responsible or from a defect or non-conformity that must be remedied at the Company’s expense under the law.
7.7 A difference in personal preference regarding a fragrance’s scent, longevity or projection is not, by itself, sufficient evidence of a defect. This does not prevent the Customer from proving an actual defect, misleading description or material non-conformity.
Article (8): Products Not Eligible for Voluntary Return
To the extent permitted by law, the following Products may not be eligible for voluntary return due to a change of mind:
- A. Perfumes and fragranced Products that have been opened, used or partly consumed.
- B. Products damaged after receipt due to misuse, improper storage or incorrect handling by the Customer.
- C. Products whose purchase from the Company cannot be verified, unless the Customer provides sufficient alternative evidence.
- D. Gifts or promotional Products subject to specific offer terms, in accordance with the offer terms disclosed and the law.
- E. Products specially customised at the Customer’s request, if their exclusion is legally permitted and was disclosed before purchase.
These exclusions shall not apply if doing so would deprive the Customer of a mandatory right relating to a defect, damage, non-conformity or any other situation protected by law.
Article (9): Procedure for Submitting a Return Request
9.1 The Customer shall submit the return request by approved email, telephone or WhatsApp.
9.2 To the extent possible, the request should include the following information:
- Name registered on the order.
- Order number and purchase date.
- Product name and quantity to be returned.
- Reason for return.
- Description of the condition of the Product and packaging.
- Supporting photographs or documents, where applicable.
- Appropriate contact details for following up on the request.
9.3 The Company may request reasonable additional information if necessary to identify the transaction or verify the reason for the return.
9.4 After reviewing the request, the Company shall inform the Customer whether it is approved, rejected with reasons, or what steps are required to complete verification.
9.5 If approved, the Company shall provide return instructions, including the return address, delivery or shipping method and any requirements necessary to document the process.
9.6 The Product should not be sent to an unauthorised address or without prior coordination, as this may delay identification of the shipment. This procedure may not be applied in a manner that prevents the Customer from exercising a legal right.
9.7 The Customer is advised to retain proof of shipment or delivery and the tracking number until the claim has been fully processed.
Article (10): Inspection of Returned Products
10.1 The Company may inspect a returned Product to verify its condition, conformity with the order, the reason for return and whether it meets the voluntary return conditions.
10.2 If the Product does not meet the voluntary return conditions, the Company shall clearly inform the Customer of the reasons for rejection, without prejudice to any separate legal right that may exist.
10.3 If inspection reveals a defect, damage or non-conformity, the claim shall be reviewed under the relevant legal provisions and shall not be rejected merely because it fails to meet voluntary return conditions that do not apply to it.
10.4 Inspection must be proportionate to the nature of the Product and the reason for return and must not cause unreasonable delay or impose unjustified burdens on the Customer.
10.5 Rejection of a voluntary return is not a final determination of any separate legal claim concerning a defect or non-conformity, if that claim meets its legal requirements.
Article (11): Exchanges
11.1 A voluntary exchange is subject to availability of the replacement Product and the Company’s approval under the disclosed terms.
11.2 If an exchange is requested due to a defect, damage, error or non-conformity, the request shall be handled in accordance with the law and may require inspection of the Product or verification of the issue.
11.3 If the replacement Product is unavailable, the Company shall contact the Customer to offer an appropriate solution, including a refund of any amount legally due.
11.4 An exchange request is not finally accepted until the Company confirms the appropriate action, without prejudice to any existing legal right of the Customer.
11.5 If an optional exchange results in a price difference, it must be explained to the Customer and the Customer’s consent obtained before collecting any additional amount or refunding the difference due.
Article (12): Order Cancellations
12.1 If the Customer wishes to cancel an order, the Customer must contact Customer Service as soon as possible and provide the order number.
12.2 Cancellation may be accepted before the order is dispatched, depending on the stage of preparation and the operational ability to stop it.
12.3 After the shipment has been handed to the transport provider, the return procedures may need to be followed, unless the law provides an independent cancellation right.
12.4 If the Company cannot fulfil an order after collecting its price, amounts due shall be refunded in accordance with the law.
12.5 This Article may not be treated as a waiver by the Customer of any mandatory cancellation or refund right.
Article (13): Return and Shipping Costs
13.1 For voluntary returns due to a change of mind, the Customer shall bear the return shipping costs that were disclosed and are due under this Policy and the law.
13.2 For voluntary international returns, the Customer shall bear international return shipping costs where permitted by law, unless the Company has announced different terms.
13.3 If a return is due to an error for which the Company is responsible, or to a defect or non-conformity that must be remedied at the Company’s expense, the Company shall bear the return costs that the law requires it to bear.
13.4 Inspection, handling or restocking fees, or deductions from the refund, may be imposed only if legally due, properly disclosed or agreed, and proportionate to the circumstances.
13.5 If the reason for return is disputed, the Company shall review the facts before allocating costs. A cost that is not due may not be imposed merely because the Customer submitted a return request.
Article (14): Refund Method
14.1 After a refund is approved or legally established as due, the amount due shall generally be processed within 7 to 14 business days, or within the shorter period required by law.
14.2 The processing period shall be calculated from the approval date or the date specified by law for the relevant case, whichever is legally required.
14.3 The time for the amount to appear in the Customer’s account may vary depending on the bank, payment provider or original payment method. Where appropriate, the Company shall explain the difference between the date on which refund processing begins and the technical time required for the amount to appear in the account.
14.4 Where possible and appropriate, the refund shall be made using the original payment method, unless the parties agree on another method or the law requires a different procedure.
14.5 If a refund through the original method is not possible, the Company shall contact the Customer to identify a suitable and secure alternative method, subject to verification procedures necessary to prevent fraud or payment to an unauthorised person.
14.6 The refund shall be limited to amounts legally due for the relevant Products or services, including taxes and fees that must legally be refunded.
14.7 Fees that are not due, were not disclosed or are not legally permitted may not be deducted, and a refund may not be delayed without a legitimate reason.
Article (15): Orders Including Discounts or Gifts
15.1 If an order includes a discount, offer or promotional gift, refunds shall be calculated in accordance with the disclosed offer terms and the law.
15.2 If a gift is linked to the purchase of a main Product, its return may be required when the main Product is returned, provided this was clearly disclosed at the time of purchase and is legally permitted.
15.3 No undisclosed discount, fee or unlawful financial penalty may be imposed on the Customer because of a return request.
15.4 For a partial return of an order containing several Products, the amount due for the returned Products shall be calculated based on the actual price paid, the offer terms and the law. The method of calculation shall be explained to the Customer where necessary.
Article (16): International Orders and Customs
16.1 International orders are subject to the shipping, import and return restrictions applicable in the destination country.
16.2 Customs duties, import taxes or clearance fees imposed by the destination country’s authorities may not be refundable by the Company if imposed or collected by an independent party, unless the law or transaction terms provide otherwise.
16.3 The Customer shall bear the costs of voluntary international returns in accordance with the disclosed terms, where permitted by law.
16.4 If an international return results from a defect or error for which the Company is responsible, return costs shall be handled in accordance with the law and applicable obligations.
16.5 If a shipment is refused or cannot be received due to import restrictions, Customer details or another reason, the Company shall contact the Customer to determine the appropriate action, and amounts and costs shall be handled according to the actual reason and the law.
16.6 The Customer may not be charged costs that the law does not permit to be charged to the Customer, even where the shipment is international.
Article (17): Prevention of Return Abuse
17.1 The Company may verify that the returned Product is the Product sold under the order, that the information provided is accurate, and that the request does not involve fraud, intentional substitution of the Product or provision of misleading information.
17.2 If there are reasonable indications of fraud or tampering, the Company may request additional information or conduct an appropriate inspection before making a decision.
17.3 Repeated return requests or a dispute about the Product’s condition do not, by themselves, conclusively establish bad faith. Any rejection must be based on facts, objective reasons, disclosed terms and the law.
17.4 The Company may take appropriate legal action if fraud or the intentional provision of misleading information to obtain amounts not due is established.
17.5 The anti-fraud provisions may not be used to prevent a valid claim or diminish the Customer’s mandatory rights.
Article (18): Complaints and Appeals against a Return Decision
18.1 If the Customer disputes a decision relating to a return, exchange or refund, the Customer may contact the Company and provide the order number, reasons for the objection and relevant documents.
18.2 The Company shall review the objection appropriately and may request reasonable additional information to verify the facts.
18.3 Submitting an objection to the Company does not prevent the Customer from referring the matter to the competent consumer protection authority or using any remedy available by law.
Article (19): Contact
To submit a return or exchange request or enquire about a refund:
- Email: support@ramasat.com.
- Telephone: +971 56 458 5999.
- WhatsApp: +971 56 689 6891.
- Website: www.ramasat.com.
Please include the order number and accurate contact details to facilitate verification of the transaction.
Article (20): Relationship with Other Policies
This Policy shall be read together with the Terms and Conditions, the Shipping and Delivery Policy and the Privacy Policy.
If a conflict arises between this Policy and another policy, it shall be resolved in a manner that achieves consistency between them, taking into account the terms of the accepted order and mandatory legal rules.
Article (21): Amendments to the Policy
The Company may update this Policy if the Products, return procedures, payment methods or legal requirements change.
The updated version shall be published with its last-updated date or effective date, and amendments shall apply to future orders. They shall not apply retroactively to accepted orders or rights arising from them except on a valid legal basis.
Last Updated: October 2026.
