Refund policy

At Elmeira, we aim to provide you with high-quality fragrances and a seamless shopping experience. If you are not satisfied with your purchase, this policy outlines the steps and conditions for returns and refunds.

1. Eligibility for Returns

To be eligible for a return, your item must meet the following conditions:

• The return must be initiated within 7 days of receiving the product by contacting us at support@elmeira.ae or on WhatsApp at +971 50 753 8417.
• The item must be in its original, unused condition, with all seals intact and all packaging and accessories included.
• We cannot accept returns for items that have been opened, used, or altered in any way.
• Products must be shipped back in the original packaging to avoid damage during transit.

2. Non-Returnable Items

• Opened perfumes: to protect our customers and product integrity, perfumes are non-returnable and non-exchangeable once opened. This includes change of mind, dislikes, and gift returns.
• Personalised or custom items: custom-made or personalised items are not eligible for return or refund.
• Final sale collections: items from designated final sale collections cannot be returned.

3. Return Shipping Costs

Customers are responsible for return shipping fees. We recommend using a trackable shipping service to ensure the safe return of your item; Elmeira is not responsible for lost or undelivered returns. No restocking fee is charged on approved returns.

4. Return Process

1. Contact us at support@elmeira.ae or on WhatsApp at +971 50 753 8417 within 7 days of delivery.
2. Provide your order number and the reason for the return.
3. We will send you instructions on how to return your item.
4. Ship the item back to us, well packaged and in its original condition.
5. Once the return is received and inspected, we will notify you of the status of your refund.

5. Damaged or Defective Items

Report within 24 hours of delivery if you received:

• A damaged or leaking bottle, or a broken atomiser/sprayer
• The wrong item or variant
• A missing item in your parcel

How to report (within 24 hours): email support@elmeira.ae or message us on WhatsApp with:

• Your order number
• A description of the issue
• Photos or video: the full bottle, close-ups of the damage/leak/sprayer, and the outer packaging with the shipping label

Tip: if possible, record an unboxing video — it speeds up approvals.

If we cannot replace the item, we will issue a full refund.

6. Refunds

• If your return is approved, your refund will be processed within 5 to 7 business days.
• Card and online payments: refunded to your original payment method.
• Cash on Delivery orders: refunded by bank transfer within 5 to 7 business days of approval. We will ask for your account details when the refund is approved.
• Returns are not accepted if the product has been opened, shows signs of use, or is not returned in its original condition.

7. Contact Us

If you have any questions about this policy, contact our support team:

Elmeira
Email: support@elmeira.ae
Phone / WhatsApp: +971 50 753 8417

Thank you for shopping with Elmeira.