DISPUTE RESOLUTION POLICY

At Alweena Perfumes, we value our customers and aim to resolve any concerns or complaints fairly, efficiently, and professionally.

If you experience an issue with an order, product, payment, delivery, or service, we encourage you to contact us first so that we can work with you toward a suitable resolution.

1. Contact Us First

Before initiating any formal dispute, customers are encouraged to contact Alweena Perfumes using the contact details below.

Please provide:

• Your full name
• Order number
• Date of purchase
• Details of the issue or complaint
• Any relevant photographs, documents, or other supporting information

Our customer service team will review the matter and communicate with you regarding the next steps.

2. Damaged or Defective Products

If you receive a damaged or defective perfume, please report the issue within 3 days of receiving your order.

Please provide clear photographs of the product and packaging so that our team can assess the issue.

For complete information about eligibility, replacements, and refunds, please refer to our Return & Refund Policy.

3. Investigation and Resolution

Once we receive your complaint, we will review the information provided and may request additional details where necessary.

Depending on the circumstances, a resolution may include:

• Replacement of the affected product
• Refund, where applicable
• Exchange for the same product, subject to availability
• Another mutually agreed solution

The resolution offered will depend on the nature of the complaint and the applicable policies and laws.

4. Payment Disputes

If you believe that you have been incorrectly charged for an order, please contact us immediately with your order details and payment information.

We will review the transaction and work with the relevant payment provider where necessary to investigate and resolve the issue.

5. Delivery Disputes

If your order has not arrived within the expected delivery period or there is an issue with the delivery, please contact us with your order number.

We may coordinate with the relevant delivery or courier service to investigate the status of the shipment.

Customers are responsible for providing accurate delivery information when placing an order.

6. Escalation

If a dispute cannot be resolved through direct communication with Alweena Perfumes, either party may pursue any remedies or dispute-resolution procedures available under applicable laws and regulations.

Nothing in this policy prevents a customer from exercising any rights available under applicable UAE law.

7. Fraudulent or Unauthorized Transactions

If we have reasonable grounds to believe that an order or payment is fraudulent, unauthorized, or involves misuse of our website, we reserve the right to investigate, suspend, or cancel the relevant transaction, subject to applicable law.

8. Policy Updates

Alweena Perfumes reserves the right to update this Dispute Resolution Policy when necessary.

Any updated version will be published on this page and will become effective upon publication.

9. Contact Us

For questions, complaints, or disputes, please contact:

Alweena Perfumes
📞 Phone: +971 52 942 9779
✉️ Email: alweenadubai@yahoo.com
✉️ Email: alweenaperfumesdubai@gmail.com

We aim to review customer concerns and work toward a fair and reasonable resolution.