Refund policy
Return & Refund Policy - House of Atar
At Houseofatar.com, we want you to be absolutely delighted with your fragrance purchase. We understand that sometimes things don't go as planned, and we're here to help make your return or exchange as smooth as possible.
Please read our policy carefully before making a purchase.
1. Eligibility for Returns
To be eligible for a return, your item must meet the following criteria:
Unopened and Unused: The perfume must be in its original, sealed packaging, completely unopened and unused. We cannot accept returns of perfumes that have been opened, sprayed, or whose original cellophane wrapping has been removed or tampered with due to hygiene and product integrity reasons.
Original Condition: The item must be in the same pristine condition that you received -it, including all original tags, accessories, and packaging.
Proof of Purchase: You must provide a valid receipt or proof of purchase (e.g., order confirmation email, invoice).
Within Return Window: Returns must be initiated within 14 days from the date of delivery.
Items Not Eligible for Return:
-Any perfume that has been opened, used, or tested.
-Samples or miniature gift sets (unless faulty).
-Gift cards.
-Items purchased during a sale or promotion may be subject to specific return conditions, which will be clearly stated at the time of purchase.
-Items not purchased directly from houseofatar.com.
2. Return Process
If your item meets the eligibility criteria, please follow these steps:
Step 1: Contact Us
Notify our customer service team within 14 days of receiving your order by emailing customerSupport@houseofatar.com or calling + 971-50-6631-087.Please include your order number, the item(s) you wish to return, and the reason for the return.
Step 2: Await Confirmation & Instructions
Our team will review your request and, if approved, will provide you with a Return Authorization Number (RAN) and detailed instructions on how to return your item(s). Please do not send items back without a RAN, as they may not be processed.
Step 3: Package Your Return
Carefully pack the eligible item(s) in their original packaging to prevent damage during transit. Clearly write the RAN on the outside of the package.
Step 4: Ship Your Return
You are responsible for shipping the item back to us. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot be held responsible for lost or damaged returns. The return shipping address will be provided with your RAN.
3. Refunds
Once your return is received and inspected by our team, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Approved Refunds: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within [Y] business days. Please note that it may take some time for your bank or credit card company to post the refund to your account.
Shipping Costs: Original shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
Rejected Refunds: If your return does not meet the eligibility criteria (e.g., item is opened, damaged, or outside the return window), your refund will be rejected, and the item may be returned to you at your expense.
4. Exchanges
We generally do not offer direct exchanges. If you wish to exchange an item, please follow the return process for the original item to receive a refund, and then place a new order for the desired item. This ensures you get the product you want quickly, and we can manage our inventory efficiently.
5. Damaged or Incorrect Items
If you receive a damaged, faulty, or incorrect item:
Please contact us immediately (within 24-48 hours of delivery) at houseofatar.com or +971-50-6631-087.
Provide your order number and clear photographs of the damaged or incorrect item, including its packaging.
We will investigate the issue and arrange for a replacement or a full refund, including any applicable shipping costs. We may arrange for the collection of the damaged/incorrect item at our expense.
6. Cancellations
Orders can only be cancelled if they have not yet been processed for shipping. If you wish to cancel an order, please contact us as soon as possible. If the order has already been dispatched, you will need to follow our standard return policy.
7. Contact Us
If you have any questions about our Return & Refund Policy, please do not hesitate to contact our customer service team:
Email: CustomerSupport@houseofatar.com
Phone: +971-50-6631-087
Operating Hours: Monday- Friday, 9:00 AM - 6:00 PM GST