1) Eligible Returns and Exchanges
In line with global retail hygiene standards, we do not accept returns or exchanges of skincare, make-up, perfumes, or cosmetics unless the item is damaged, faulty, or incorrectly supplied.
If your order is damaged, faulty, or incorrectly supplied, please notify us within three days of delivery so we can provide prompt assistance.
2) Condition of Items
- Be unused and in the same condition as received.
- Retain all original tags.
- Be in the original packaging and sealed.
Please note that requests for opened or used products will not be accepted unless there is a manufacturing fault.
3) How to Request a Return or Exchange
Contact our Customer Care team within three days of delivery with the following information:
- Your order number
- Full name
- Email address and mobile number
- Brief description of the issue and photos (if the product is damaged or faulty)
Contact Options:
- WhatsApp: +971 54 755 6656
- Email: hello@dorukbeauty.com
A customer care agent will guide you through the next steps.
4) Refunds
For approved returns, refunds will be processed to the original payment method within 10 business days after we receive and inspect the item.
Please note that the time it takes for the credit to reflect in your account is determined by your issuing bank. Shipping fees are non-refundable, except in cases where the return is due to our error (damaged, faulty, or incorrectly supplied items).
5) Exchanges
If a replacement is available, we can arrange an exchange for the same item. If the exact product is unavailable, we will discuss an alternative product or process a refund as per Section 4.
6) Fair Use of Policy
We aim to make returns simple and convenient. To prevent misuse, we monitor return patterns and reserve the right to refuse future orders if repeated returns are detected.
7) Need Help?
For any questions or assistance, please contact us:
- WhatsApp: +971 54 755 6656
- Email: hello@dorukbeauty.com