Returns & Refunds Policy

1. INTRODUCTION

This Returns & Refunds Policy (“Policy”) governs the return, exchange, and refund of products purchased through SAME Fragrance (“Company”, “we”, “us”, or “our”) via samefragrance.com (“Website”).

By placing an order, the Customer acknowledges and agrees to this Policy.

This Policy is designed to comply with applicable consumer protection laws in the State of Kuwait and, where applicable, mandatory consumer protection laws in the country of delivery.

 

2. GOVERNING CONSUMER RIGHTS

Nothing in this Policy shall limit or exclude any non-waivable statutory rights granted to consumers under applicable laws.

Where local laws provide additional or differing rights, such rights shall prevail to the extent required by law.

 

3. GENERAL RETURN ELIGIBILITY PERIOD

Customers may request a return of eligible products within fourteen (14) calendar days from the date of delivery, subject to the conditions set out in this Policy.

This return period applies as the Company’s standard commercial policy across all markets unless a longer statutory period is required by applicable law.

 

4. CONDITIONS FOR ACCEPTABLE RETURNS

To be eligible for return, products must:

• Be unused, unopened, and in original condition
• Be returned in original packaging
• Include all accessories, labels, and accompanying materials (where applicable)

The Company reserves the right to inspect returned products and determine, acting reasonably, whether these conditions have been met.

Returns that do not meet these conditions may be rejected or subject to partial refund adjustments.

 

5. DEFECTIVE, DAMAGED, OR INCORRECT PRODUCTS

If a product is delivered:

• Defective
• Damaged upon receipt
• Incorrect or not as ordered

The Customer must notify the Company within 24–48 hours of delivery.

In such cases, the Company will:

• Arrange return collection at no cost to the Customer
• Offer, at its discretion:
  • A replacement product; or
  • A full refund of the purchase price
• Cover reasonable return and re-delivery costs

This clause does not affect any mandatory statutory rights applicable in the country of delivery.

 

6. CHANGE OF MIND RETURNS

Where a return is requested for reasons other than defect, damage, or Company error (including change of mind or incorrect selection):

• The request must be submitted within fourteen (14) days of delivery
• The product must meet the eligibility criteria in Section 4

6.1 Return Logistics and Costs

For change-of-mind returns:

• The Customer bears the cost of return shipping; or
• A return collection fee may be applied if arranged via the Company’s logistics partners

6.2 Refund Adjustments

Where applicable, return shipping or collection costs may be deducted from the refund amount.

 

7. RETURN AUTHORISATION PROCESS

All returns must be pre-approved by the Company.

To initiate a return, the Customer must:

• Contact customer service via official channels
• Provide order details and reason for return
• Await return authorisation and instructions

The Company reserves the right to refuse unauthorised returns.

 

8. INSPECTION AND EVALUATION

All returned products will be inspected upon receipt.

The Company will determine, acting reasonably, whether:

• The product meets return eligibility criteria
• Any deductions or rejections apply due to condition, damage, or missing components

 

9. REFUNDS

9.1 Refund Method

Approved refunds will be processed to the original payment method, where technically possible.

9.2 Processing Time

Refunds are typically processed within 7–14 business days from approval, subject to banking and payment provider timelines.

9.3 Deductions

Refunds may be reduced where applicable for:

• Return shipping or collection costs
• Diminished value due to handling beyond what is necessary to assess the product
• Missing components or accessories (if applicable)

 

10. EXCHANGES

Exchanges may be offered subject to product availability.

• Defective or incorrect products: replacement provided at no cost
• Change of mind: treated as a return followed by a new purchase

 

11. ABUSE OF POLICY

The Company reserves the right to refuse or limit returns in cases of:

• Excessive or abnormal return activity
• Suspected fraud or abuse
• Misuse of the returns process

 

12. CROSS-BORDER AND GCC APPLICATION

This Policy applies across Kuwait and other GCC markets where SAME Fragrance operates, including Saudi Arabia, United Arab Emirates, Bahrain, Qatar, and Oman.

Where local consumer protection laws impose additional or different requirements, such laws shall prevail to the extent required.

 

13. CONTACT INFORMATION

For returns or refund requests:

Al Sharhan Industries Co.
Email: support@samefragrance.com
Phone: +965 9855 6622

 

14. POLICY UPDATES

The Company reserves the right to amend this Policy at any time.

Updates become effective upon publication on the Website.