Refund policy
Return and Refund Policy
Last updated: 15 August 2026
Hattan wants you to be certain about your fragrance before you commit to it. That is why every order includes a 2 ml sample of each fragrance you buy, so you can try it before opening the sealed bottle.
1. Try before you open
If you like the fragrance, keep the bottle. If it is not for you, you can return the bottle, provided the outer seal has not been opened. This applies to every fragrance in your order, including orders with more than one bottle.
2. Return window
You have 7 days from the date you receive your order to request a return or exchange. Requests made after 7 days cannot be accepted.
3. Conditions
- The product must be unused and in its original condition, with the outer packaging unopened.
- Send us a clear photo or a short video showing the condition of the product.
- Requests are made by WhatsApp on +971 2 676 1997 (9:00 to 21:00 UAE time) or by email to support@hattan.co.
Once the outer packaging of a fragrance has been opened, the product cannot be returned or exchanged, as perfume is classified as a product affected by use under UAE consumer regulations.
4. Fees
If the error is ours, you pay nothing. Wrong item, damaged bottle, leaking product, or an item missing from your order: we cover the full cost including return shipping, and we replace or refund in full.
In all other cases, including a change of mind, the return fee is the same as the delivery rate for your country:
| Country | Return or exchange fee |
| United Arab Emirates | AED 20 |
| Saudi Arabia | AED 20 |
| Kuwait, Qatar, Bahrain, Oman | AED 40 |
The fee is deducted from your refund. The same rate applies to an exchange.
5. Refund processing
Once we receive and inspect the returned item, your refund is issued within 3 business days to the original payment method. Your bank or payment provider may take a further 5 to 10 business days for the amount to appear in your account.
For instalment orders, the refund is processed through the instalment provider and follows their own cancellation terms.
6. Cancelling before dispatch
- Order not yet prepared: full refund, less any non-refundable payment gateway fee.
- Order already prepared for shipping: a handling fee applies, based on the size of the order.
7. Items that cannot be returned
- Any fragrance whose outer seal has been opened
- Promotional items, bundles, gift sets and discounted products, which are final sale
- Samples and testers
8. Damaged or incorrect items
Report the problem within 7 days of delivery with a photo or video. We will replace the item or refund it in full, at no cost to you.
9. Fair use
Hattan may decline a return or exchange where the conditions above are not met, or where there is a repeated pattern of returns suggesting misuse of this policy.
10. Contact
Hattan
Abu Dhabi, United Arab Emirates
Email: support@hattan.co
WhatsApp: +971 2 676 1997, 9:00 to 21:00 UAE time
