Refund & Returns Policy

At DAKHEEL LTD, we craft every fragrance with meticulous care and stand behind the quality of our products. This policy outlines your rights and our commitments regarding returns, exchanges, and refunds, in accordance with the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

30-Day Return Policy

We offer a 30-day return window from the date of delivery for all eligible products. If you are not entirely satisfied with your purchase, you may return it for a full refund (excluding original shipping costs), provided the following conditions are met:

• The product is unopened, unused, and in its original, undamaged packaging.
• The product is accompanied by proof of purchase (order number or receipt).
• The return is initiated within 30 days of delivery.

How to Initiate a Return

To begin a return, please follow these steps:

1. Email us at enquiries@dakheel.co.uk with the subject line "Return Request — [Your Order Number]".
2. Include the following in your email:
   • Your full name and order number
   • The product(s) you wish to return
   • The reason for the return
3. Our team will respond within 2 business days with a Return Authorisation reference and the return shipping address.
4. Securely package the item(s) with all original packaging and accessories, and post them using a tracked delivery service.

Please do not send any items back without first obtaining a Return Authorisation. Unauthorised returns may be refused at the customer's expense.

Refund Timeline

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 5–7 business days to your original method of payment.

The timing of the refund appearing in your account may vary depending on your bank or card issuer:

• Credit/Debit Cards (Stripe, Shopify Payments): 3–5 business days
• PayPal: 1–3 business days
• Klarna / Buy Now, Pay Later: 3–7 business days

Return Shipping Costs

Return Reason	Who Pays Shipping?
Changed mind / personal preference	Customer
Wrong item ordered by mistake	Customer
Faulty, damaged, or defective product	DAKHEEL LTD (we will cover return shipping)
Incorrect item sent by us	DAKHEEL LTD (we will cover return shipping)

We recommend using a tracked and insured shipping service for all returns, as DAKHEEL LTD cannot be held responsible for parcels lost or damaged in transit on their way back to us.

Exchange Policy

If you wish to exchange an unopened product for a different fragrance or size, please initiate a return as described above and place a new order for your preferred item. This is the fastest way to secure your desired product without waiting for the return to be processed first.

Alternatively, once we receive your returned item, we can issue a refund and you may place a new order at your convenience.

Damaged or Defective Items

We take the utmost care in packaging your order, but if your item arrives damaged or defective, we will make it right. Please follow these steps:

1. Contact us at enquiries@dakheel.co.uk within 48 hours of receiving the damaged item.
2. Provide your order number and clear photographs of the damaged product and packaging.
3. We will arrange a replacement or a full refund (including return shipping costs if applicable) at no cost to you.

Please retain the original packaging until we have resolved the issue, as the courier may require it for inspection.

The Ritual — Subscription Cancellation

For subscribers to The Ritual, DAKHEEL's fragrance subscription service (including Home Rituals and Body Rituals plans), the following terms apply:

• Cancellation: You may cancel your subscription at any time through your account dashboard or by contacting us at enquiries@dakheel.co.uk.
• Effective Date: Cancellations take effect from the next billing cycle. If you cancel after a payment has already been processed, the current cycle's products will still be dispatched, and the subscription will not renew thereafter.
• Already Delivered Orders: Products already dispatched under your subscription are subject to the standard return policy above (unopened only, within 30 days).
• Refunds on Subscriptions: Subscription payments are non-refundable once the product has been dispatched for that billing cycle.

Non-Returnable Items

The following items are exempt from our return policy for hygiene and regulatory reasons:

• Any opened or partially used fragrance products
• Body Mists, Eau de Parfum, and Room Sprays where the seal has been broken
• Bakhoor and Incense Cones where the packaging has been opened
• Gift cards and promotional items
• Items returned beyond the 30-day window without prior authorisation

Chargebacks

If you have an issue with your order, we encourage you to contact us directly before initiating a chargeback with your bank or card issuer. We are committed to resolving all disputes amicably and promptly. Unjustified chargebacks may result in account suspension and may be contested with evidence of delivery and communication.

Your Statutory Rights

Nothing in this policy affects your statutory rights as a consumer under UK law. If you require guidance, you may contact Citizens Advice on 0808 223 1133 or visit www.citizensadvice.org.uk.

For any questions regarding this policy, please email enquiries@dakheel.co.uk.

Last updated: July 2026. DAKHEEL LTD reserves the right to update this policy at any time.