1. Returns Eligibility

We want you to be happy with your Nara Elixir order. If you need to request a return, please contact us within 7 days of receiving your order.

To be eligible for a return, the item must be:

- Unused
- Unopened
- Unsealed
- In its original packaging
- In the same condition that you received it
- Accompanied by the order number or proof of purchase

For hygiene and safety reasons, opened, used, tested, damaged, or unsealed personal care, body care, hair care, intimate care, or beauty products cannot be returned.

2. Non-Returnable Items

The following items are not eligible for return:

- Opened or used products
- Intimate care products that have been opened, unsealed, or used
- Body oils, hair oils, creams, scrubs, shampoos, or personal care products that are no longer sealed
- Gift cards
- Sale items or promotional items, unless defective
- Bundles where one or more items have been opened or used
- Items damaged due to misuse, incorrect storage, or customer handling

3. Return Shipping Charges

Customers are responsible for all return shipping charges unless the item received was incorrect, defective, or damaged upon arrival.

For UAE returns, a return collection fee of AED 20 may apply.

For international returns, the customer is responsible for all return shipping costs, customs duties, taxes, import fees, clearance fees, and any other charges related to returning the shipment.

Original shipping charges are non-refundable.

4. Failed Delivery, Wrong Information, or Customer Unavailability

Customers are responsible for entering accurate and complete delivery information at checkout, including the correct address, phone number, building name, apartment or villa number, and any required delivery instructions.

If an order cannot be delivered because the customer entered incorrect or incomplete information, did not answer the courier’s calls, was unavailable at the delivery time, refused the order, or failed to respond to delivery attempts, an additional AED 20 fee will apply.

This AED 20 fee covers failed delivery, return-to-origin, or re-delivery handling charges and may be deducted from the refund amount or collected before arranging another delivery attempt.

5. Remote Area or Special Delivery Charges

Some UAE remote areas may require additional delivery or return handling charges.

If a return, failed delivery, or re-delivery is requested from a remote area, additional charges may apply. Our team will inform the customer before proceeding where applicable.

6. How to Request a Return

To request a return, please contact us with the following details:

- Order number
- Full name
- Phone number
- Reason for return
- Photos of the product and packaging, if applicable

Once your request is reviewed, our team will confirm whether the item is eligible for return and provide the next steps.

Please do not send any item back before receiving return approval from our team.

7. Refunds

Once the returned item is received and inspected, we will notify you whether your refund has been approved or rejected.

If approved, the refund will be processed to the original payment method, excluding any applicable shipping, return, failed delivery, re-delivery, remote area, customs, or handling charges.

Please note that it may take several business days for the refund to appear in your account, depending on your bank or payment provider.

8. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of receiving your order.

Please include:

- Your order number
- Photos of the damaged or incorrect item
- Photos of the outer packaging
- A short description of the issue

If the issue is confirmed, we will arrange a suitable solution, such as a replacement, refund, or store credit, depending on the case.

9. Exchanges

We currently do not offer direct exchanges.

If eligible, you may return the item according to this policy and place a new order for the item you would like instead.

10. Refused or Unclaimed Orders

If a customer refuses to accept the order, does not respond to courier attempts, or fails to collect or receive the shipment, the order may be returned to us.

In such cases, delivery, return-to-origin, re-delivery, remote area, customs, or handling charges may be deducted from the refund amount.

11. Contact Us

For return requests or questions, please contact us at:

contact@naraelixir.com