Refund policy


Last Updated: September 25, 2026

At EL Safwa, we want you to be satisfied with your purchase. Please review our return and refund policy below before placing your order.

1. Return Eligibility

You may request a return if the product:

  • Arrives damaged or defective.

  • Is incorrect or different from the product you ordered.

  • Is missing from your order.

For hygiene and safety reasons, perfumes, skincare products, and other personal-care products cannot be returned or exchanged after they have been opened, used, or tested, unless the product is defective or was sent incorrectly.

Returned products must be unused, unopened, and in their original packaging.

2. Damaged or Incorrect Orders

If your order arrives damaged, defective, or contains the wrong product, please contact us as soon as possible after receiving your order.

Please provide:

  • Your order number

  • A description of the issue

  • Clear photos or videos showing the product and its condition

We will review your request and, if approved, provide a replacement or refund as applicable.

3. Non-Returnable Items

The following items are generally not eligible for return or exchange:

  • Opened or used perfumes

  • Opened or used skincare products

  • Products that have been tested or applied

  • Products without their original packaging

  • Products damaged after delivery due to improper use or storage

  • Items purchased as part of a promotional offer, where the offer terms state that they are non-returnable

4. Refunds

Once your return request has been reviewed and approved, we will inform you of the refund process.

Refunds will be issued using the applicable payment method whenever possible.

The time required for the refund to appear in your account may vary depending on your payment provider or bank.

5. Exchanges

If you receive a defective, damaged, or incorrect product, we may offer a replacement depending on product availability.

If the requested replacement is unavailable, we may offer an alternative solution, including a refund where applicable.

6. Order Cancellation

You may contact us to request cancellation of your order before it has been shipped.

Once an order has been shipped, cancellation may no longer be possible and the applicable return conditions will apply.

7. Return Shipping

If the return is due to an incorrect, damaged, or defective product caused by EL Safwa, we may cover the applicable return shipping costs.

For other return requests, shipping costs may be the responsibility of the customer.

8. Promotional and Discounted Orders

Products purchased during special promotions, discounts, or bundle offers may be subject to specific return and refund conditions. These conditions will be communicated as part of the relevant offer.

9. How to Request a Return or Refund

To request a return, refund, or exchange, please contact us with:

Order Number:
Customer Name:
Phone Number:
Reason for Request:

Please contact us through:

Email: [Your Email Address]
Phone / WhatsApp: [Your Phone Number]

Our team will review your request and provide you with the next steps.

10. Policy Updates

EL Safwa reserves the right to update this Return and Refund Policy when necessary. Any changes will be posted on this page with the updated date.

Thank you for choosing EL Safwa.