Refund policy

Return and Refund Policy

We want you to be completely satisfied with your purchase from Extrait De Sahib. Because our products are personal care and fragrance items, we follow strict hygiene and safety standards that govern what can and cannot be returned. Please read this policy carefully before placing your order. By purchasing from us, you agree to the terms set out below.

RETURNS

If you are not happy with your purchase, you may request a return within thirty (30) days of receiving your order, subject to the conditions below.

Eligibility for Return

To be eligible for a return, the product must meet ALL of the following conditions:

• Unused, unopened, and unworn — the bottle, vial, decant, or container must be completely sealed.
• Original packaging intact — including outer box, cellophane wrap, plastic seals, atomizer cap, batch label, and any tamper-evident seals.
• Not sprayed, dabbed, swatched, or sampled in any way. Any product where the seal has been broken, the cap has been removed, or the spray nozzle has been activated will be considered USED and will not be eligible for return.
• Proof of purchase — order confirmation, order number, or receipt is required.
• Return request submitted within 30 days of the delivery date confirmed by the carrier.

Non-Returnable Items

For hygiene, health, and safety reasons, the following items are FINAL SALE and cannot be returned, exchanged, or refunded:

• Any product that has been opened, sprayed, applied, or had its seal broken, even if only used once.
• Samples, decants, travel sprays, and discovery sets once any vial within the set has been opened.
• Attars, oud oils, mukhallats, and oil-based perfumes once the cap, dauber, or roller has been removed or used.
• Bakhoor, incense, and burnable products once the wrapping has been opened.
• Gift cards.
• Items marked or sold as "Final Sale," "Clearance," or "As-Is."
• Items purchased with a discount code of more than [INSERT %] off, where indicated at checkout.
• Custom, personalized, or engraved orders.

Allergic Reactions and Sensitivities

Important: An allergic reaction, skin sensitivity, or dislike of a scent on your skin is NOT a basis for return or refund. Fragrance products carry an inherent risk of skin reaction that varies from person to person. As stated in our Terms of Service, you are required to perform a 24–48 hour patch test before full use. Once a product has been opened or used, it cannot be returned regardless of the reason.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If your order arrives damaged, defective, or you receive the wrong item, please contact us at support@extraitdesahib.com within seven (7) days of delivery. To process your claim, please include the following:

• Your order number.
• Clear photographs of the item, the damage or defect, the shipping label, and the outer packaging (including any visible damage to the box).
• A short description of the issue.

Claims submitted after the 7-day window or without supporting photographs may not be accepted. Approved claims will be remedied through replacement of the same item, store credit, or refund, at our discretion.

REFUNDS

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. Inspection typically occurs within 5 business days of our receipt of the returned item.

If your return is APPROVED, your refund will be processed within 7 to 10 business days, and a credit will automatically be applied to your original method of payment. The time it takes for the refund to appear on your statement depends on your bank or card issuer.

If your return is REJECTED — for example, because the product was opened, the seal was broken, the item is outside the 30-day window, or the original packaging is missing — we will notify you by email and offer to ship the item back to you at your expense. If you do not respond within 14 days, the item may be discarded or donated at our discretion.

Refunds will be issued for the price of the product only. Original shipping charges, handling fees, and any return shipping costs are non-refundable and will be deducted from your refund where applicable.

Late or Missing Refunds

If you have not received your refund within the timeframes above, please take the following steps:

• Check your bank account or card statement again.
• Contact your credit card company. It may take additional time before the refund is officially posted to your account.
• Contact your bank, as there is often a processing delay before a refund is posted.

If you have completed all of these steps and still have not received your refund, please contact us at support@extraitdesahib.com with your order number and we will look into it.

ORDER CANCELLATIONS

Orders are processed quickly to minimize shipping delays. To cancel an order:

• Within 1 hour of placing the order: Cancellation may be processed, but a cancellation fee of twenty percent (20%) of the order total will be charged. This fee covers payment processing fees, transaction costs, and order handling that are incurred immediately at the time of purchase and which we cannot recover.
• After 1 hour or once the order has been packed or shipped: The order can no longer be cancelled. You may instead refuse the package or return it once received, subject to the standard Returns policy above.

To request a cancellation, email us as soon as possible at support@extraitdesahib.com with your order number and reason for cancellation. We cannot guarantee cancellation if the order has already entered processing or has been handed to the carrier.

EXCHANGES

We only replace items if they are defective, damaged, or shipped in error (see Damaged, Defective, or Incorrect Items above). We do not offer exchanges of opened or used products for a different scent, size, or item.

If you wish to try a different fragrance, please place a new order. Unopened, unused items may be returned under the standard Returns policy and you may purchase a different product separately.

To request an exchange for a defective or damaged item, email us at support@extraitdesahib.com with your order number and photographs as described above.

RETURN SHIPPING

Customers are responsible for paying their own return shipping costs. Shipping costs are non-refundable. If you receive a refund, any return shipping costs we incur on your behalf may be deducted from your refund.

Please note the following important shipping considerations for fragrance products:

• HAZMAT shipping: Alcohol-based perfumes and many fragrance products are classified as hazardous goods. You may be required to ship by ground only. Failure to declare HAZMAT contents to your carrier is your responsibility, and we are not liable for any consequences resulting from undeclared shipments.
• Trackable shipping recommended: For any return valued over $75, we strongly recommend using a trackable shipping service and/or purchasing shipping insurance. We do not guarantee that we will receive your returned item, and we are not responsible for items lost or damaged in return transit.
• Customs and duties: For international returns, you are responsible for any customs declarations, duties, or fees. Items returned with unpaid duties or that are seized by customs are not eligible for refund.
• Packaging: Items must be packed securely with sufficient padding. Returns that arrive broken, leaked, or damaged due to inadequate packaging may be rejected and are not eligible for refund.

Depending on where you live, the time it may take for your exchanged or replacement product to reach you may vary.

LOST OR STOLEN PACKAGES

Once a package has been marked as delivered by the carrier, responsibility passes to the customer. We are not responsible for lost or stolen packages confirmed as delivered to the address provided at checkout. If your tracking shows delivered but you have not received the package:

• Check with neighbours, building management, or other household members.
• Contact the carrier directly to file a claim.
• If you believe the package was stolen, file a report with your local police.

If a package is genuinely lost in transit (i.e., not marked as delivered), please contact us at support@extraitdesahib.com and we will work with the carrier to investigate.

ORDERS SEIZED OR DESTROYED BY CUSTOMS

It is your responsibility to ensure that the products you order can be lawfully imported into your country, state, or region. Some jurisdictions restrict or prohibit the import of alcohol-based perfumes or specific fragrance ingredients. Orders that are seized, confiscated, returned to sender, or destroyed by customs authorities are NOT eligible for refund.

INCORRECT SHIPPING ADDRESS

Please carefully review your shipping address before completing your order. We are not responsible for orders shipped to an incorrect address provided by the customer. If a package is returned to us due to an incorrect or incomplete address provided at checkout, you may be required to pay re-shipping costs, or if you choose to cancel, a refund will be issued for the product only (less original shipping and a 20% restocking fee).

CONTACT US

All return, refund, exchange, and cancellation requests should be directed to:

Email: support@extraitdesahib.com

Please include your order number in all correspondence so we can assist you as quickly as possible.

IMPORTANT NOTE: This document is a template provided for general informational purposes only. It does not constitute legal advice. Consumer protection laws in Canada (and other jurisdictions) may grant your customers rights that override certain provisions in this policy. You should have a qualified lawyer in your jurisdiction review and adapt this policy to your specific business circumstances and applicable consumer protection legislation before publishing it on your website.