Refund policy
At HILM, we want every order to arrive in perfect condition. If you wish to return a purchase or need assistance with a product, please contact us at hello@hilmparfums.com.
This policy applies to purchases made directly through hilmparfums.com for delivery within the United Arab Emirates. Purchases made through another retailer should be referred to that retailer.
30-day returns
You may request a change-of-mind return within 30 days of receiving your order.
To qualify, the perfume must be:
- Unopened, unused and unsprayed.
- In its original retail packaging, with any original seals intact.
- In the same condition as received, with its original components and accessories.
Please provide your order number, order confirmation or another proof of purchase.
Opening the outer delivery carton does not affect eligibility, provided the product’s retail packaging and seals remain intact.
Opened products and other exclusions
Opened, unsealed, used or sprayed perfumes cannot be returned simply because you have changed your mind or the fragrance does not suit your personal preference.
Personalised products, gift cards and items purchased on sale are excluded from our voluntary change-of-mind return policy.
These exclusions do not affect your rights if a product is defective, damaged, incorrect or not as described.
How to request a return
Email hello@hilmparfums.com with:
- Your order number or proof of purchase.
- The product you wish to return.
- The reason for your request.
- Photographs, where relevant, to help us understand a reported problem.
We will review your request and provide the return address and instructions.
Please contact us before sending anything back so that we can arrange an appropriate return method and identify your parcel. Perfume requires suitable packaging and transport; follow the instructions provided and do not send leaking or damaged bottles without guidance.
Return delivery costs
For an eligible change-of-mind return, you are responsible for the return delivery cost. We will explain the applicable arrangements and any collection charge before you agree to the return.
Any original delivery charge paid is non-refundable for a change-of-mind return, except where applicable law requires otherwise. We will not retrospectively charge you for delivery that was complimentary.
If a product is defective, arrives damaged, is incorrect or does not match its description, HILM will cover the necessary return or collection costs and any replacement delivery costs.
Damaged, defective or incorrect products
Please inspect your order when it arrives and contact hello@hilmparfums.com as soon as reasonably possible if a bottle is damaged or leaking, an item is missing or incorrect, or you discover a defect.
Include your order details and, where possible, photographs of the product and packaging. Keep the product and packaging available for assessment or collection where it is safe to do so.
We will assess the issue and arrange an appropriate remedy, including replacement or refund, in accordance with your rights under applicable UAE law.
The unopened-product conditions and 30-day change-of-mind window do not limit your statutory rights. Opening a product to discover a defect does not, by itself, prevent a valid claim.
Refunds
Once we receive and inspect an eligible return, we will notify you of the outcome.
Approved refunds will be issued to your original payment method within 10 business days, or sooner where required by applicable law. Your bank or payment provider may take additional time to display the funds.
For a change-of-mind return, the refund will reflect the amount actually paid for the returned product, including applicable tax and accounting for any discount applied.
Where a refund is due because of a defective, damaged, incorrect or misdescribed product, we will also refund the applicable delivery charges as required by law.
If a return does not qualify under this policy, we will explain the reason and discuss the next steps with you.
If you have not received your refund within 15 business days of approval, please contact hello@hilmparfums.com.
Exchanges
For a change-of-mind exchange, please request a return first. Once eligibility is confirmed, we can guide you through returning the original product and placing a separate order for your preferred fragrance, subject to availability.
For damaged, defective or incorrect products, we will arrange the appropriate resolution directly with you.
Your consumer rights
This policy does not exclude or restrict any rights or remedies available to you under applicable UAE consumer-protection law. Where this policy conflicts with a mandatory legal requirement, that requirement takes precedence.
For any return or refund enquiry, please email hello@hilmparfums.com.