Return and refund policy

Return and refund policy


Jamr Al Oud – Online Store (Europe)
Operated by: Oud Delirio Unipessoal LDA (NIF 518822699)
Effective Date: February 2026

1. Policy Overview

At Jamr Al Oud, customer satisfaction is a core value. This Return, Refund & Exchange Policy has been designed to be clear, fair, and transparent, while maintaining the highest standards of product quality, hygiene, and brand integrity.

This policy applies exclusively to purchases made through www.jamraloud.eu.

2. Scope of Application

  • This policy applies only to online purchases made via jamraloud.eu.

  • It does not automatically apply to purchases made at Jamr Al Oud physical retail branches.

  • Physical stores (if any) may operate under their own in-store procedures, tailored to in-person product handling.

3. Returns & Refunds (Change of Mind)

We accept return requests within 14 days from the date of delivery in line with EU distance-selling rules, subject to the conditions below.

Eligibility Criteria

To qualify for a return:

  • The product must be unused, unopened, and unsealed.

  • The original packaging and seal must be fully intact.

  • A valid proof of purchase (order number) must be provided.

Important Hygiene Notice

Due to hygiene, safety, and quality standards:

  • Opened or used perfumes, body oils, hair fragrances, or personal care products are not eligible for return or refund.

4. Non-Returnable Items

The following items cannot be returned under any circumstances:

  • Opened perfumes, body oils, or hair fragrances.

  • Testers, samples, or promotional / complimentary items.

  • Products damaged due to misuse, mishandling, or improper storage.

5. Damaged, Defective, or Incorrect Items

If you receive an item that is:

  • Damaged

  • Defective

  • Incorrect

Please contact us within 48 hours of delivery at:

Email: ouddelirio@jamraloud.eu
Phone: +351 960 288 447

Required Information

  • Clear photos of the product.

  • Photos of the external and internal packaging.

Resolution

Once verified, we will offer one of the following at no cost to you (where applicable):

  • A replacement, or

  • A full refund

6. Refund Processing

  • Refunds are issued to the original payment method.

  • Refund processing time: 7–14 business days after product inspection and approval.

  • Please note that bank or payment provider processing times may vary and are outside our control.

7. Return Shipping Costs

  • Change-of-mind returns: return shipping costs are borne by the customer.

  • Damaged, defective, or incorrect items: return shipping is fully covered by Oud Delirio Unipessoal LDA.

8. Customer Satisfaction

At Jamr Al Oud, we understand that fragrance is a deeply personal experience. We aim to resolve requests fairly and professionally, while maintaining hygiene and product integrity.

9. Satisfaction Exchange Program (30 Days)

In addition to your legal rights, we offer a voluntary 30-day Satisfaction Exchange Program for eligible online purchases made through JamrAloud.eu.

  • Available for up to 30 days from the delivery date.

  • Applies to purchases made through jamraloud.eu.

  • Exchanges are offered for an item of equal value, or within the same product category.

  • This program is provided voluntarily by Oud Delirio Unipessoal LDA and does not affect your legal rights.

Important Hygiene & Safety Conditions

  • For hygiene and safety reasons, products that have been opened, used, or unsealed may not be eligible for return or refund.

  • Exchange requests are reviewed individually to ensure fairness and prevent misuse.

  • We reserve the right to regulate or decline repeated exchange requests in cases of suspected misuse.

10. Legal Guarantee (EU Consumer Rights)

Under EU and Portuguese consumer protection law, customers are entitled to remedies if products are defective, damaged, or not as described.

  • Where legally applicable, customers may request repair, replacement, price reduction, or refund depending on the case.

  • This legal guarantee exists independently of our voluntary Satisfaction Exchange Program.

11. Exchange Conditions

  • Exchanges (where applicable) are offered for:

    • An item of equal value, or

    • An item within the same product category.

  • No cash refunds are issued for used products.

  • This Exchange Program does not override the Return & Refund Policy.

12. Exchange Requests & Support

To request a return, refund, or exchange, please contact us at:

Email: ouddelirio@jamraloud.eu
Phone: +351 960 288 447

Our team will assist you promptly and professionally to ensure your experience with Jamr Al Oud remains exceptional.