Refund policy
Exchange & Return Policy – A2Z Perfumes
Last Updated: July 2026
- Order Inspection Upon Delivery
To help protect our customers and ensure that products arrive in good condition, A2Z Perfumes provides customers with the opportunity to inspect their order at the time of delivery before accepting the shipment.
A2Z Perfumes pays an additional shipping service fee to make this inspection option available, allowing customers to check the condition of their products before accepting the order.
Upon delivery, customers are requested to:
- Inspect the products before accepting the shipment.
- Check for any visible breakage, leakage, or damage.
- Make sure the products received match the order.
- Check the packaging for any visible signs of damage.
- Damage Caused During Shipping
If the customer notices any of the following during inspection:
- Breakage.
- Leakage.
- Visible product damage.
- Visible damage caused during transportation or shipping.
The customer should refuse the shipment and return it immediately with the shipping courier.
We also recommend taking photos of the damaged product or package before refusing delivery whenever possible.
Accepting a Shipment With Visible Damage
If the customer is given the opportunity to inspect the shipment and chooses to accept it despite having visible damage that could reasonably have been identified during the inspection, A2Z Perfumes may reject a later claim relating specifically to that visible shipping damage, to the extent permitted by applicable law.
This condition applies only to visible shipping-related damage and does not affect any mandatory consumer rights relating to hidden defects, manufacturing defects, or other legally protected cases.
- Reporting a Problem After Delivery
Customers are requested to contact A2Z Perfumes within 48 hours from the date of delivery if they discover:
- A problem with the order.
- A product different from the one ordered.
- Missing items.
- A problem that was not visible during delivery inspection.
- Any concern regarding the condition of the product upon receipt.
Reporting the issue within 48 hours allows us to review the case quickly and contact the shipping company when necessary. Please note that delayed reporting may make it more difficult to investigate the issue, though it does not automatically waive any mandatory consumer rights granted under applicable law.
Please provide:
- Order number.
- Customer name.
- Phone number.
- Clear photos of the product.
- Photos of the outer packaging when relevant.
- An unboxing video, if available.
- Exchanges and Returns
Exchange and return requests are handled in accordance with applicable Egyptian Consumer Protection Law, including any legally required conditions, time limits, and exceptions.
Where legally applicable, returned products must be:
- In their original condition.
- Unused.
- Unconsumed.
- Complete with all original contents.
- In the original packaging.
- Free from damage caused by the customer after delivery.
- Opened or Used Perfumes
Due to the nature of perfume products, opening, using, spraying, or consuming part of the product may prevent the item from being returned in its original condition.
Please note that opening the outer packaging seal without actually using or spraying the product may be treated differently from actual use, and will be assessed on a case-by-case basis.
Used products or products whose condition has been materially altered by the customer may not be eligible for exchange or return, unless there is a product defect or another situation where the customer has a legally protected right to return or exchange the product.
- Change of Mind or Preference
If the customer requests an exchange or return simply because they changed their mind or would prefer another fragrance, the product must meet all applicable return conditions and must not have been used or altered.
The request will be handled according to the applicable legal time limits, conditions, and exceptions under Egyptian Consumer Protection Law.
- Defective Products
If the product itself has a defect that is not considered visible shipping damage that the customer accepted after inspection, the case will be reviewed and handled in accordance with Egyptian Consumer Protection Law.
A defective product is different from a fragrance simply not matching the customer's personal preference or taste.
- Receiving the Wrong Product
If A2Z Perfumes sends a product different from the product listed in the customer's order, please contact our customer service team and provide the order number and clear photos of the product received.
Once the error is confirmed, the appropriate action will be taken without charging the customer for costs resulting from an error made by A2Z Perfumes.
- Shipping Costs for Exchanges and Returns
If the exchange is requested because of the customer's personal preference and not because of an error by A2Z Perfumes or a legally covered product defect, the customer may be responsible for the shipping costs associated with the exchange, where permitted by law.
If the exchange or return is caused by a confirmed error by A2Z Perfumes or a defect for which the company is legally responsible, the customer will not be charged additional costs in violation of their legal rights.
- Promotional Offers and Free Products
For orders purchased under promotional offers such as BUY 1 GET 1 FREE or BUY 2 GET 1 FREE:
Free products are considered part of the complete promotional order.
If the entire order is returned, all products included in the promotion, including the free products, must also be returned in the required condition.
A customer may not return the paid product while keeping the free promotional product.
For partial returns, A2Z Perfumes may recalculate the value of the order based on the products kept by the customer and the terms of the promotion applied at the time of purchase, subject to applicable law.
- Refunds
Once an approved return has been received and inspected and the product has been confirmed to meet the applicable return conditions, the refund process will be initiated within 7–14 business days, depending on the payment method used and applicable legal requirements.
In cases involving defective products where a refund right applies by law, the refund will be processed in accordance with Egyptian Consumer Protection Law.
- Refusing a Shipment
If the customer inspects the order and finds visible damage or receives a product that does not match the order, the customer should refuse the shipment with the shipping courier and contact A2Z Perfumes immediately.
This helps A2Z Perfumes document the condition of the shipment with the shipping company and resolve the issue more efficiently.
- How to Contact Us
For exchange or return requests, or to report any problem with your order, please contact A2Z Perfumes Customer Service through the following channels:
- WhatsApp: 01106215160
- Email: a2zperfumes2@gmail.com
Please provide:
- Order number.
- Customer name.
- Phone number used for the order.
- Reason for contacting us.
- Photos or videos of the issue when necessary.
- Consumer Rights
This policy is intended to explain the procedures followed by A2Z Perfumes and is not intended to limit or waive any mandatory consumer rights provided under Egyptian Consumer Protection Law.