Refund policy
Last updated: 3 September 2026
This policy explains how GHALYA PERFUMES processes, ships and delivers orders from our Dubai fulfilment centre, and how returns, exchanges and refunds work. It forms part of our Terms and Conditions.
Orders delivered within Brazil are shipped from our Brazilian facility and are governed by the Portuguese language Delivery, Exchange and Returns Policy published at www.ghalyaperfumes.com/politicas.
Processing times, carriers, customs charges and tracking are covered by our Shipping Policy.
10. Voluntary returns window
10.1. As a matter of policy, we accept returns requested within 14 calendar days of delivery.
10.2. To be eligible, the product must be unused, unopened and with the original cellophane seal intact; must be in its original box with all packaging, inserts, gifts and samples included; and must be accompanied by the order number or invoice.
10.3. For reasons of hygiene and product safety, opened or used fragrance products cannot be returned or exchanged unless they are faulty, damaged in transit or not what you ordered.
10.4. Return shipping for a change of mind return is payable by the customer, unless stated otherwise. We recommend using a tracked service, as we cannot process a refund for a return we do not receive.
10.5. The voluntary returns window applies once per order and does not cover limited editions, clearance items, promotional sets or items identified as final sale on the product page. It does not limit and does not replace your statutory rights under clause 11 and under UAE Federal Law No. 15 of 2020 on Consumer Protection.
11. Faulty, damaged or incorrect items
11.1. If a product arrives damaged, leaks, has a defective sprayer, does not match its description or is not the item you ordered, contact us within 7 days of delivery at contact@ghalyaperfumes.com with your order number, a description and photographs or video of the problem and of the outer packaging.
11.2. In these cases, in line with UAE Federal Law No. 15 of 2020 on Consumer Protection, you are entitled, at no cost to you, to a replacement or a full refund including the original shipping cost. We arrange and pay for the return collection.
11.3. If the same defect recurs three times within the first year, we will replace the product or refund it in full.
12. Items that cannot be returned
Opened or used fragrances, except under clause 11; products whose security seal has been broken, except under clause 11; samples, discovery sets and decants once opened; engraved, personalised or made to order items; limited editions and clearance items, except under clause 11; products purchased outside our official channels; and gift cards.
13. How to start a return
13.1. Email contact@ghalyaperfumes.com or message +971 52 963 2933 with your order number and reason.
13.2. We reply within 2 business days with an authorisation and return instructions.
13.3. Send the item back, or wait for the collection we arrange.
13.4. We inspect the item on arrival, usually within 3 business days.
13.5. Returns received without prior authorisation cannot be processed.
14. Refunds
14.1. Approved refunds are issued to the original payment method within 3 to 5 business days of inspection.
14.2. Depending on your bank or card issuer, the amount may take a further five to fourteen business days to appear on your statement.
14.3. Cash on delivery orders are refunded by bank transfer to an account in the name of the buyer.
14.4. Original shipping charges are refunded only where the return results from our error or from a faulty product.
14.5. Where a free gift or promotional item was included, it must be returned with the order. If it is not returned, its value may be deducted from the refund.
14.6. Where a discount or promotional code was applied to the order, the refund is calculated on the amount actually paid. Codes are not reinstated after a refund, unless the return results from our error or from a faulty product.
15. Exchanges
Exchanges for a different fragrance or size follow the same conditions and window as clause 10. Any price difference is charged or credited accordingly, and the outbound shipping cost of the replacement is payable by the customer unless the exchange results from our error.
16. Order cancellation
Orders may be cancelled free of charge at any time before dispatch, with a full refund. Once dispatched, the returns process above applies.
17. Contact
BASIL AND MATHEUS TRADING CO. L.L.C, trading as GHALYA PERFUMES
Office 43-44, Al Fahidi, Bur Dubai, Dubai, United Arab Emirates
Returns address: Office 43-44, Al Fahidi, Bur Dubai, Dubai, United Arab Emirates
contact@ghalyaperfumes.com
contact@ghalyaperfumes.com
+971 52 963 2933
Monday to Friday, 9:00 to 18:00 GST