Refund policy

A. Returns & Replacements

At SNH Collective, we want you to be satisfied with your purchase from our Burjeem collection. We provide a 7-day return or replacement window from the date of delivery, subject to the conditions below:

Item Condition

Products must be returned unused, unopened, and in their original packaging with seals, labels, and accessories intact. Items that show signs of use or damage after delivery may not qualify.

Defective Products

If you receive a product with a manufacturing or packaging defect (such as leakage, broken spray mechanism, or damaged bottle), you may request a replacement or refund. Please refer to Section E for refund handling.

Incorrect Product Delivered

If an item different from what you ordered is delivered, we will arrange a replacement at no additional cost.

Other Return Requests

For reasons unrelated to defects or shipping errors, replacements may be offered subject to approval and may incur a handling fee of AED 25 plus any price difference between products. If the replacement item costs less, the remaining balance will be issued as store credit.

Processing Time

Approved replacement requests are generally processed within 4–5 business days, although we aim to complete them sooner.

What Qualifies as Damage or Defect

  • Broken or cracked bottle
  • Faulty or non-functional spray pump
  • Significant leakage on arrival
  • Visibly damaged packaging affecting usability

What Is Not Considered a Defect

  • Minor packaging wear from shipping
  • Variations in fragrance perception (scent preferences differ individually)
  • Personal sensitivity or allergic reaction
  • Damage caused by misuse, improper storage, or exposure to heat/moisture
  • Opened or used fragrance products

Shipping Address Responsibility

Customers must provide accurate delivery information. We are not responsible for delays or losses caused by incorrect or incomplete address details. Refund or cancellation requests based on such delays will not be accepted.

B. Authenticity Assurance

All fragrances sold are guaranteed genuine and sourced responsibly. If authenticity is questioned, independent verification may be arranged by the customer at their expense through an approved testing facility.
If proven non-authentic, we will refund the product cost and reasonable testing charges. If authenticity is confirmed, testing expenses will not be reimbursed. Claims must be initiated within 7 days of delivery.

C. Order Cancellation

Orders cannot be cancelled once confirmed and processed.
For Cash on Delivery orders, cancellation is not permitted after dispatch.

To request an eligible return, contact us at:

📧 enq.burjeem@gmail.com

Returns sent without prior authorization will not be accepted.
Sale items, clearance items, and gift cards are non-returnable.

D. Damaged or Incorrect Deliveries

Please inspect your package upon arrival. If an issue is found, notify us promptly with supporting photos so we can resolve the matter efficiently.

E. Refund Processing

When a refund is approved:

  • Online Payments: Refunded to the original payment method. Processing time may take up to 30 banking days, depending on the financial institution.
  • Cash on Delivery Orders: Refunds are issued as store credit valid for 365 days. Delivery fees are non-refundable.

F. General Disclaimer

Fragrance descriptions and recommendations are subjective and provided for general guidance. Individual experience with scent performance or longevity may vary due to skin chemistry and environmental factors.

By completing a purchase, customers acknowledge that they have reviewed product details and made an informed decision.

Tabby Orders

If you paid using Tabby:

  • Approved refunds will be communicated to Tabby.

  • Tabby will adjust or cancel remaining installments accordingly.

  • Processing timelines depend on Tabby’s system.

 

Tabby Payment Option

We partner with Tabby to provide flexible installment payment solutions.

When selecting Tabby at checkout:

  • Customers can split their purchase into interest-free installments.

  • Payments are processed directly by Tabby.

  • Approval is subject to Tabby’s eligibility and risk assessment.

  • Late fees or penalties (if applicable) are managed by Tabby according to their terms.

By choosing Tabby, you agree to Tabby’s Terms & Conditions available on their website.

We are not responsible for payment decisions made by Tabby or any charges applied by them.