Refund policy

At Jalu Global, customer satisfaction is important to us. Please read our return policy carefully before placing an order.

UAE Domestic Orders

Customers located within the UAE may request a return within 7 days of receiving their order.

Returned products must be:

  • unopened
  • unused
  • in original packaging
  • with seals intact
  • accompanied by proof of purchase

Returns sent without prior approval will not be accepted.

International Orders

Due to international shipping regulations governing fragrances and Dangerous Goods, international sales are generally final.

Returns are accepted only where:

  • the incorrect item was supplied
  • the product contains a verified manufacturing defect
  • the item arrived damaged during transit

Returns are not accepted for:

  • change of mind
  • dislike of fragrance
  • ordering the wrong item
  • personal preference
  • opened fragrances
  • used products

European Union Customers

Customers residing within the European Union may have additional statutory consumer rights under applicable law, including a 14-day cooling-off period where applicable.

These rights apply only where required by law and do not affect exclusions permitted under applicable legislation for sealed cosmetic products once opened.

Damaged or Incorrect Orders

Please inspect your order immediately upon delivery.

To submit a claim, contact us within 48 hours and provide:

  • your order number
  • photographs
  • video (if applicable)
  • description of the issue

Claims submitted outside this timeframe may not be accepted.

Customs Duties & Import Charges

International customs duties, VAT, import taxes, brokerage fees, customs clearance fees and any other government-imposed charges remain the responsibility of the customer.

Duties and taxes may be collected at checkout, where available. Where they are not collected at checkout, they remain payable by the customer directly.

Customers are responsible for complying with customs requirements and providing any requested documentation to customs authorities or carriers. Failure to do so does not entitle the customer to a refund.

Refused Deliveries

If a shipment is refused, abandoned or returned because:

  • customs charges were unpaid
  • import duties were unpaid
  • taxes were unpaid
  • customs documentation was not provided
  • delivery was refused
  • the shipment was not collected
  • incorrect delivery information was supplied

then:

  • original shipping charges are non-refundable
  • return shipping charges are non-refundable
  • Dangerous Goods charges are non-refundable
  • customs fees are non-refundable
  • brokerage fees are non-refundable
  • carrier administration fees are non-refundable

These costs will be deducted from any refund. If these charges exceed the order value, no refund will be payable.

Dangerous Goods Returns

Due to specialist Dangerous Goods handling requirements, any Dangerous Goods shipping costs incurred by Jalu Global are non-refundable under all circumstances.

Refunds

Once your return has been received and inspected, we will notify you of the outcome.

Approved refunds are processed within 10–15 business days to the original payment method.

Original shipping charges are non-refundable except where required by law.

Fraudulent Claims

Jalu Global reserves the right to refuse refunds where there is evidence of fraud, abuse of our return policy, false damage claims or misuse of our products.

Chargebacks

By placing an order, the customer acknowledges and agrees to these Shipping and Refund Policies, including responsibility for any applicable customs duties, import taxes, brokerage fees and carrier charges. Customers are encouraged to contact Jalu Global before initiating a payment dispute or chargeback so that we can work together to resolve any issue.

Contact

Jalu Global
Email: scentsbyjalu@gmail.com
Mobile: +61430077507