Refunds & Cancellations Policy | Séntoire

Last Updated: [28/Mar/2026]

  1. OVERVIEW

At Séntoire, we stand behind the quality of every luxury fragrance we offer. This policy outlines your rights regarding refunds and cancellations of your purchase with us.

 

  1. CANCELLATION RIGHTS

 

**2.1 Cooling-Off Period (Right of Withdrawal)**

In accordance with UAE Consumer Protection Law (Federal Law No. 15/2020) and Saudi E-Commerce Law, you have the right to cancel your order within **7 days** from the date of delivery of your product, provided:

– The fragrance bottle is **unopened** and **unused**

– The original seal and all protective packaging remain intact

– All original accessories, boxes, and documentation are included

– You have not benefited from or sampled the fragrance

 

**2.2 How to Request Cancellation**

  1. Contact **returns@sentoire.com** within 7 days of delivery
  2. Provide your order number and reason for cancellation
  3. We will issue a Return Material Authorization (RMA) number
  4. Ship the product back to us using the provided return label
  5. Upon inspection and approval, we will process your refund

 

**2.3 Return Shipping**

– **UAE Customers:** Return shipping is FREE (covered by Séntoire)

– **KSA and International Customers:** Return shipping costs are the customer’s responsibility

 

  1. REFUND PROCESSING

 

**3.1 Refund Timeline**

– Refund decision: Within 5-7 business days of receiving your return

– Refund processing: Within 14 working days of approval

– Bank processing: Additional 7-14 working days depending on your bank

 

**3.2 Refund Method**

Refunds are processed using the same payment method you used for your original purchase:

– Credit/Debit Card: 7-14 working days

– Bank Transfer: 10-14 working days

– Buy Now, Pay Later (Tabby/Tamara): Refund issued to your provider; your provider manages the adjustment

 

**3.3 Non-Refundable Situations**

The following items/situations are **NOT eligible** for refund under cooling-off rights:

 

– **Opened or used fragrance bottles** (safety and hygiene regulations)

– **Opened testers or sample sets** (if individual seals are broken)

– **Products damaged due to customer mishandling** during the return period

– **Products showing signs of use** (including testing on skin)

– **Custom or personalized orders** (made per customer specification)

– **Products already received in defective condition** (covered under Warranty section)

 

  1. DEFECTIVE PRODUCTS (Warranty Claims)

 

**4.1 Manufacturer’s Defect Coverage**

All Séntoire products come with a **6-month warranty** against manufacturing defects from the date of purchase. Defects include:

– Leaking bottles or damaged seals

– Incorrect product formula or concentration

– Damaged packaging upon arrival

 

**4.2 How to File a Warranty Claim**

  1. Contact **returns@sentoire.com** with:

   – Order number and purchase date

   – Photos of the defect

   – Detailed description of the issue

  1. We will review and approve your claim within 5 business days
  2. You may be required to ship the product for inspection
  3. Upon confirmation of defect, you will receive either:

   – A replacement product (shipped free), OR

   – A full refund (if product is unavailable)

 

**4.3 What’s NOT Covered by Warranty**

– Normal wear and tear

– Damage caused by improper storage (exposure to extreme heat/light)

– Damage during shipping (use trackable courier)

– Product expiration (fragrances remain fresh for 3+ years when stored properly)

 

  1. ORDER CANCELLATIONS (Before Delivery)

 

**5.1 Cancellation Before Shipment**

If you wish to cancel your order **before it ships**, we will process a full refund to your original payment method within 3-5 business days.

 

**5.2 How to Request**

– Email **orders@sentoire.com** or **returns@sentoire.com** immediately upon realizing you want to cancel

– Provide your order number

– We will confirm cancellation and refund status within 24 hours

 

**5.3 Orders Already Shipped**

Once your order has been dispatched, it cannot be cancelled. You will need to follow the standard return process (Section 2 above).

 

  1. LATE DELIVERIES & COMPENSATION

 

**6.1 Expected Delivery Timeline**

– **UAE:** 2-4 working days (standard), 24-48 hours (express)

– **KSA and International:** 7-14 working days (standard), 3-5 working days (express) | (depending on destination)

 

**6.2 Delayed Delivery Rights**

If your order is delayed by **more than 15 days** without force majeure (weather, customs, strikes), you have the right to:

– Cancel your order and receive a full refund, including shipping charges

– Request expedited reshipping at no additional cost

– Claim compensation as per UAE/KSA consumer law

 

**6.3 How to Report Delay**

– Contact **orders@sentoire.com** with tracking number

– Provide evidence of the delay (tracking screenshots)

– We will investigate and respond within 48 hours

 

  1. SPECIAL CIRCUMSTANCES

 

**7.1 Damaged in Transit**

If your fragrance arrives damaged:

  1. Do NOT open the package further
  2. Take photos of the damage
  3. Email **returns@sentoire.com** within 24 -48 hours with photos and order number
  4. We will either send a replacement immediately or process a full refund

 

**7.2 Wrong Item Received**

If you receive an incorrect product:

  1. Contact **orders@sentoire.com** within 24 hours
  2. Provide photos and order number
  3. We will send the correct item immediately
  4. Return the wrong item in the prepaid return envelope (we cover return shipping)

 

**7.3 Lost Package**

– If tracking shows “delivered” but you haven’t received it, contact us within 48 hours

– We will work with the courier to locate the package

– If unresolved within 7 days, we will send a replacement or refund

 

  1. DISPUTE RESOLUTION

 

**8.1 Initial Resolution**

All disputes should first be escalated to **complaints@sentoire.com** with:

– Order number

– Clear description of the issue

– Any supporting evidence (photos, screenshots, etc.)

 

**8.2 Timeline**

– Acknowledgment: Within 24 hours

– Resolution: Within 10 business days

 

**8.3 Escalation**

If unresolved:

– **UAE Customers:** Ministry of Economy & Tourism – Consumer Protection Department

  – Call: 600 599 999

  – Email via their portal

– **KSA Customers:** Ministry of Commerce – Consumer Protection Center

  – Call: 1900 (toll-free)

  – Website: www.mci.gov.sa

 

  1. CONTACT US

 

**For Refund & Cancellation Inquiries:**

– Email: returns@sentoire.com

– Response Time: 24-48 hours

 

**For Urgent Matters:**

– Call: +971 585 154 313

– info@sentoire.com

– Available: Sunday-Thursday, 10 AM – 6 PM (UAE Time)