Legal
Returns & Refunds
Last updated: 26 August 2026
We want you to be satisfied with your purchase. This policy explains when a return is possible and how to arrange one.
The short version
| Situation | Can it be returned? |
|---|---|
| Sealed, unopened, within 14 days | Yes |
| Opened or seal broken | No — hygiene and safety |
| Damaged, leaking, or faulty | Yes — always, at our cost |
| Wrong item sent | Yes — always, at our cost |
Sealed products — 14 days
You may return an unopened bottle within 14 days of delivery for a full refund. No reason is required.
To qualify, the product must be:
- Unused, with the original seal intact
- In its original packaging, undamaged
- Accompanied by your order number
Once the seal is broken we cannot accept a return. Perfume is a personal-care product and an opened bottle cannot be resold or reissued safely. This is stated on every product page before purchase.
Faulty, damaged, or incorrect items
If your order arrives damaged, leaking, faulty, or is not what you ordered, contact us within 48 hours of delivery with your order number and photographs.
We will collect the item at our cost and provide a replacement or a full refund, including any delivery charge paid. This applies regardless of whether the seal has been broken.
Your rights in respect of defective or misdescribed goods are protected by UAE consumer protection law and are not limited by anything in this policy.
Refusing delivery
Because we deliver on a cash-on-delivery basis, you may refuse the order at the door before paying. Nothing is charged and no refund is necessary.
We ask that you only place an order you intend to accept. Repeated refusals may mean we require prepayment on future orders.
How to request a return
- Contact us by email at info@theeleventhnote.com
- Include your order number and the reason for return
- For damaged items, attach photographs
- We will confirm and arrange collection
Please do not send anything back before contacting us — we cannot process unannounced returns.
Refunds
Approved refunds are paid by bank transfer, since your original payment was in cash. We will ask for your account holder name, bank name, and IBAN.
Refunds are processed within 7 business days of the returned item reaching us and passing inspection. Your bank may take a further 2–3 days to credit the funds.
Where a return is due to our error, the delivery fee is refunded in full. Where a sealed product is returned by choice, the original delivery fee is not refunded.
Cancelling before dispatch
You may cancel at any time before your order is dispatched, at no cost and for any reason. Message us with your order number.