Refund policy
Return & refund policy
Last updated: 21 September 2026
1. Return period: 14 days
You have 14 days from receipt of your order to return an item to us, without having to give a reason.
2. Return conditions
Our solid fragrances are cosmetic products applied directly to the skin. For hygiene and safety reasons, a return is only accepted if the item is:
- unopened and unused, with its original seal or protective film intact;
- in its original packaging, undamaged, with all accessories (compact, refill, pouch or box);
- stored away from heat and direct sunlight.
Products that have been opened, tested or used cannot be returned or refunded, except in the event of a defect or an error on our part (see section 6). Discovery sets and bundles must be returned complete.
3. Procedure
- Write to us at contact@solid-fragrance.ae within 14 days of receipt, stating your order number and the item concerned. We will send you the return address and an authorisation number.
- Carefully pack the item in its original box and in a protective parcel.
- Ship the parcel using a tracked service. Return shipping costs are at your expense, and you remain responsible for the item until it is received by us.
No return will be accepted without prior authorisation or outside the return period.
4. Refund
After receiving and inspecting the item (within 5 working days), we will refund the product price to the payment method used when ordering, within a maximum of 14 days. Orders paid by cash on delivery are refunded by bank transfer or payment link. Initial delivery costs and any cash-on-delivery fee are refunded only when the return is due to a defect or an error on our part. If the returned item has been opened, used or is incomplete, we reserve the right to refuse the refund.
5. Exchanges
We do not offer direct exchanges. If you would like another scent, return the unopened item following the procedure above and place a new order.
6. Defective, damaged or incorrect item
If you receive an item that is defective, damaged in transit (including a melted or broken balm) or does not match your order, contact us within 48 hours of receipt with photos of the parcel and the item. We will offer you, at your choice, a replacement or a full refund (product and shipping costs), at no cost to you.
7. Skin reaction
Our products are for external use only. We recommend a patch test before first use. If you experience a reaction, stop using the product and contact us at contact@solid-fragrance.ae; we will review your case individually.
8. Order cancellation
You can cancel your order free of charge as long as it has not been shipped, by writing to us at contact@solid-fragrance.ae. Once shipped, the order falls under the return procedure above. Repeated refusal of cash-on-delivery parcels may lead us to decline future cash-on-delivery orders.
Contact
SOLID – Solid Fragrance, operated by TF.MARKETING FZE LLC – Ajman Free Zone, Ajman, United Arab Emirates
Email: contact@solid-fragrance.ae