Refund policy

This Return & Refund Policy (“Policy”) forms part of the Terms and Conditions governing the use of our website and the purchase of goods from Treppan UAE (“we”, “us”, “our”). By placing an order on our website, you (“customer”, “you”) agree to the terms below.

1. General Return Policy

1.1. Due to the nature of our products (perfumes, oils, home fragrances, and personal care items), returns are accepted only in specific circumstances as outlined in this Policy.
1.2. Items must be returned unused, unopened, and in their original packaging, with all seals, caps, cellophane, and labels intact.
1.3. Products that have been opened, tested, sprayed, used, or tampered with are not eligible for return or refund for hygiene and safety reasons.

2. Eligibility for Returns

You may request a return or replacement only if one of the following conditions applies:

2.1. Damaged or Defective Items

If the product arrives damaged, leaking, broken, or defective.

2.2. Incorrect Item Delivered

If you receive an item different from what you ordered.

2.3. Missing Items

If your order is incomplete or items are missing from the shipment.

In all cases above, you must notify us within 24 hours of delivery and provide clear photo/video evidence.

3. Non-Returnable Items

The following items are strictly non-returnable:

  • Opened, used, or tested fragrances
  • Items without original packaging or missing accessories
  • Sale/discounted items (unless defective or incorrect)
  • Personal care items where hygiene standards apply
  • Items damaged after delivery due to mishandling or improper storage

4. Return Request Procedure

4.1. To initiate a return or replacement, contact us via:

4.2. Provide the following:

  • Order number
  • Description of the issue
  • Photo/video proof of the item and packaging
  • Proof of delivery (if required)

4.3. Our team will review your request and respond within 1–2 business days with approval or rejection of the return.

5. Return Shipping

5.1. If your return request is approved, a courier will be arranged to collect the item.
5.2. Return shipping fees may apply, except in cases where the return is due to:

  • Incorrect item shipped
  • Damaged/defective product
  • Missing items

6. Refunds

6.1. Refunds are issued only after the returned item is received and inspected.
6.2. Refunds will be processed within 5–7 business days to the original method of payment.

7. Exchanges / Replacements

7.1. If you prefer a replacement instead of a refund, we can arrange shipment once the original item is collected and inspected.
7.2. Exchanges are subject to product availability. If unavailable, a refund will be issued.

8. Order Cancellations

8.1. Orders may be cancelled before they are shipped.
8.2. After the order is shipped, cancellation is not possible, and the order must follow the return process outlined in this Policy.
8.3. Refunds for cancelled orders (before being shipped) will be processed within standard refund timelines.

9. Fraud Prevention & Abuse

We reserve the right to refuse returns, refunds, or replacements where:

  • Multiple return requests are deemed excessive
  • Evidence suggests misuse or manipulation of return policies
  • The product has been intentionally damaged or tampered with

10. Contact Information

For any return or refund-related inquiries, please contact:
Email: support@treppanuae.com
Phone/WhatsApp: +971 50 172 7251