Comprehensive Policy on Purchases, Warranty, and Returns
At Match Perfumes, we guarantee the quality of our products and are fully committed to ensuring customer satisfaction. Below is a comprehensive outline of our policies regarding exchanges, returns, cancellations, Platinum Warranty, shipping and payment information.
1. Platinum Warranty Policy
- Customers are eligible to benefit from the Platinum Warranty and request a refund one time only.
- This right applies only once per customer, regardless of the number of orders or invoices.
2. Exchange & Return Policy
Request Conditions:
- Requests must be submitted within 7 days from the delivery date.
- The product must be in its original condition, and the outer packaging must not be opened.
- A clear video or photo showing the condition of the product must be provided.
- A shipping fee of 25 AED is the responsibility of the customer.
Shipping to the Courier Company:
- The product must be handed over to the courier company within 5 days from the issuance of the return label.
- If the customer fails to ship within the specified time, the request will be automatically rejected.
Exceptions:
- If the product's outer packaging has been opened, the return request will not be accepted, as the item is no longer in its original condition.
3. Cancellation Policy
- We will do our best to cancel orders before they are processed or shipped.
- If the order has already been processed or shipped, it will be treated as a return request and must be physically received back at the warehouse.
- The store reserves the right to cancel any order and issue a full refund in the following cases:
- The product is out of stock.
- A technical error has occurred.
- Circumstances beyond our control prevent order fulfillment.
4. Incorrect or Damaged Products
If we make a mistake with your order — such as sending the wrong product, or if there is leakage or damage — we are committed to compensating or replacing the item under the following conditions:
- Contact us within 7 days of receiving the order and provide:
- A clear photo or video of the damaged or incorrect product.
- A copy of the invoice and shipping label.
- A photo of the outer packaging showing its condition upon receipt.
- The request will be reviewed by our store management team for approval of compensation or replacement.
5. Processing Timeframes
- Product Pickup by Courier:
- Within 3 to 8 business days.
- Refund Processing:
- Within 7 to 14 business days, depending on the payment provider’s policy (e.g., Mada, credit cards, Tabby, Tamara, Emkan, or Madfooat).
- If a refund is delayed due to incorrect bank details, the processing time will begin only after the correct information is verified.
Payment Information
- When making a payment through our website, your payment details are sent securely to the service provider.
- We accept payments via:
- Mada, Visa, Mastercard
- Financing services such as Tamara, Apple Pay, and COD
- Cardholders should retain a copy of all transactions and payment records.
- Note: Individuals under the age of 18 are not permitted to register or use the website.
Shipping & Delivery
Shipping Details:
- We ship via Aramex .
- Deliveries are made throughout the week except Fridays and public holidays.
- Estimated delivery time: 3 to 5 business days from order confirmation.
Address Requirements:
To ensure smooth delivery, please provide:
- Building/villa or apartment number
- Street name and city
- A valid phone number (local or international based on destination)
- Name of the recipient
If Delivery Issues Arise:
- If your order hasn’t been received within 3 days of shipment, please contact us immediately.
- If the order is not received or refused, it will be treated as a returned order.
