Refund policy

Refund Policy
Thank you for choosing Haya Essence. We take pride in the quality of our oud and fragrance products and want you to feel confident in every purchase. If you experience any issue, we are here to help.

Returns & Refunds
Due to the nature of fragrance and hygiene regulations, we cannot accept returns for products that have been opened, used, or sampled. However, if your item arrives damaged, defective, or incorrect, we will offer a replacement or refund.

Eligibility for Refund or Replacement
To qualify, you must contact us within 7 days of receiving your order at hayaaessence@gmail.com with your order number, clear photos, and a description of the issue.

Approved refunds will be issued to the original payment method. Please allow up to 5–10 working days for processing depending on your bank or payment provider.

Non-Returnable Items
• Opened or used fragrances
• Items without original packaging
• Sale or promotional items
• Digital products or gift cards

Order Cancellations
Orders may only be cancelled before they have been dispatched. Once shipped, the order is considered final.

Exchanges
We only replace items if they are defective, damaged, or incorrect upon delivery.

Responsibility
Haya Essence is not responsible for delays or damage caused by courier handling or incorrect shipping information provided at checkout. Please ensure your delivery details are accurate.

Customer Support
If you have any questions or need assistance, please contact us at:
hayaaessence@gmail.com

We always aim to provide fair, respectful, and efficient resolutions while upholding the integrity and hygiene standards of our products.