Refund policy

بِسْمِ اللَّهِ الرَّحْمَٰنِ الرَّحِيمِ

Return and Refund Policy

At Al Firdaus, we are committed to maintaining the highest standards of quality and customer satisfaction. However, we enforce a strict return and refund policy to ensure fairness and to protect against misuse. By making a purchase on our website, you agree to the following terms:

 

 

1. General Return Rules

1.1 Returns are accepted within 14 calendar days of receiving your order. Requests submitted beyond this timeframe will not be entertained.

1.2 Customers are responsible for all return shipping costs. We recommend using a trackable shipping method, as Al Firdaus is not responsible for lost or undelivered return packages.

1.3 Items must be returned in their original, pristine condition with all tags attached and in their original packaging. Any deviation from this condition will result in the rejection of your return and forfeiture of both the item and your refund.



2. Non-Negotiable Conditions for Returns

2.1 Items with any of the following issues will not be eligible for return or refund:

  • Missing, detached, or tampered tags.

  • Signs of wear, such as makeup stains, food stains, odors, or any visible damage.

  • Items that have been washed, altered, or misused in any way.

2.2 All items are thoroughly inspected for quality assurance prior to shipping. Claims of receiving defective or damaged goods must be accompanied by clear photographic or video evidence submitted to our customer service team within 24 hours of receipt.

 


3. Fraud Prevention Measures

3.1 Al Firdaus maintains a zero-tolerance policy toward fraudulent claims, such as false reports of undelivered or empty packages. All shipped items are documented, and tracking information is provided to the customer.

3.2 If you claim to have received an empty package or report non-delivery, we will:

  • Request a signed affidavit from you detailing the issue.

  • Require photographic or video proof of the package condition upon delivery.

  • Conduct a thorough investigation with our courier service. Falsified claims will result in immediate denial of a refund and potential legal action.

3.3 Fraudulent behavior, including attempts to receive both the product and a refund, will result in the forfeiture of your order value and may lead to the permanent banning of your account from our platform.


 

4. Final Sale and Non-Returnable Items

4.1 The following items are final sale and not eligible for return or refund under any circumstances:

  • Perfumes and other personal care products.

  • Undergarments and intimate apparel.

  • Custom-made or personalized items.

 


5. Return Process

5.1 To initiate a return, contact our customer service team at [contact email] with your order number and reason for the return. Unauthorized returns will not be processed.

5.2 Upon approval of your return request, you will receive instructions on how to ship the item back to us. Items returned without prior approval will be refused.

5.3 Once your return is received, it will undergo a thorough inspection. Refunds will be processed only if the item meets all return criteria outlined above.



6. Refund Policy

6.1 Approved refunds will be issued to the original payment method within 14 business days of receiving and inspecting the returned item.

6.2 Shipping costs are non-refundable unless the return is due to an error on our part (e.g., wrong item sent).

6.3 Items that fail to meet the return conditions will not be refunded. Customers will be given the option to have the item shipped back to them at their expense. If no response is received within 3 days, the item will be discarded.

6.4 Partial refunds may be granted solely at our discretion for items with minor issues that do not meet pristine return conditions.



7. Quality Assurance and Claims of Damage

7.1 All items are checked for defects, stains, or damages before being dispatched. We maintain photographic and video documentation of each package prior to shipping.

7.2 Claims regarding damaged or defective items must be submitted to our customer service team within 24 hours of delivery, along with supporting photographic or video evidence. Claims made after this period will not be accepted.

 


8. Legal and Fraudulent Activity

8.1 Al Firdaus reserves the right to pursue legal action against individuals attempting fraudulent returns or engaging in deceitful practices.

8.2 Customers found to be in violation of our policies may face account suspension and restriction from future purchases.

For any questions or concerns regarding this policy, please contact us at customerservice@alfirdaus.co.uk