Returns & Refunds

We want you to shop with confidence. Because fragrances and cosmetics are personal care products, we only accept returns when the product packaging is completely intact and has never been opened. This policy applies to retail purchases from Ballerina Perfume, operated by AL BAJAH ALSUODA TRADING L.L.C.

1. Strict packaging condition (required for any return)

We accept a product for return only if its packaging is undamaged and unopened. This includes, without exception:

• The outer box or carton must be intact (no crushing, tearing, writing, or stickers added by the customer)
• The product must be unused and sealed exactly as supplied
• Factory seals, security stickers, and cellophane / plastic wrap must not be opened, cut, torn, or removed
• If the cellophane wrap has been opened — even slightly — the item is not eligible for return

Any product that has been opened, tested, sprayed, or whose packaging or cellophane has been compromised will be refused for hygiene and resale-safety reasons, except where the fault or damage occurred before delivery and is covered under section 3 below.

2. Change-of-mind returns

You may request a return within 7 days of delivery only if all of the following apply:

• The packaging condition rules in section 1 are fully met (including unopened cellophane)
• You provide proof of purchase (order number or invoice)
• The product was not marked as final sale, sample, or non-returnable on the product page

3. Faulty, damaged, or incorrect items

If your order arrives damaged, incomplete, expired (where a date applies), or differs from what you ordered, contact us within 48 hours of delivery with photos of the product and packaging (including the condition of the cellophane and box as received). We will arrange a replacement or refund at no cost to you once the issue is verified. Do not open or further damage sealed packaging once you notice a problem; keep everything as received for inspection.

4. Non-returnable items

• Any item with opened, cut, torn, or removed cellophane / plastic wrap
• Opened or unsealed fragrance bottles, vials, and cosmetic products
• Products with damaged, written-on, or incomplete outer packaging (other than damage caused in transit before delivery)
• Testers, samples, and gift-with-purchase items (unless faulty)
• Products explicitly labelled non-returnable at the time of purchase
• Items damaged after delivery due to misuse or improper storage

5. How to start a return

1. Email hello@ballerinaperfume.ae or WhatsApp +971501504302 with your order number and reason.
2. Wait for our approval and return instructions before sending anything back.
3. Ship the item only as directed. Unauthorised returns may be refused.

6. Refunds

Approved refunds are issued to the original payment method within 7–14 business days after we receive and inspect the returned goods (or immediately for cancelled orders before shipment). Delivery fees are refundable only if the return is due to our error or a faulty/incorrect item.

7. Exchanges

Where stock allows, we may offer an exchange for an equivalent value item instead of a refund. Price differences will be charged or refunded as applicable.

8. Wholesale orders

B2B / wholesale returns follow the terms agreed on your wholesale account or order confirmation. Contact your account manager or use the contacts on our Contact Us page.

9. Contact

AL BAJAH ALSUODA TRADING L.L.C · Shop No 2-4, SALIM BIN AHMED BUTTI, Al Dhagaya, Dubai, UAE
Phone: +971501504302
Email: hello@ballerinaperfume.ae