Refund policy


Madeena Co – Return & Refund Policy

At Madeena Co, we take great care to ensure the quality and authenticity of our perfumes, attars, bakhoor, and incense products.
To maintain hygiene standards and protect the nature of fragrance-based items, all returns are handled with strict quality control.

1. Eligibility for Returns

A product is eligible for return ONLY if:

You record a continuous video of the parcel before opening it

The video must clearly show:

  • The unopened outer package

  • The shipping label with your name

  • The unboxing in one single take

  • The damaged, leaking, or incorrect product inside

No return will be accepted without this video proof.

Accepted return reasons:

  • Wrong product received

  • Damaged, broken, or leaked product received

  • Missing items in the order

2. Non-Returnable Items

Due to hygiene and safety standards, we do NOT accept returns or exchanges for:

❌ Products opened, used, or tested

❌ Perfume or attar based on liking or personal preference

("I don’t like the smell" is not a valid reason)

❌ Items without unboxing video proof

❌ Products damaged due to customer handling

❌ Partially used products

Once a fragrance product (perfume/attar/spray) has been opened or used, it cannot be returned for any reason.

3. Time Window for Return Request

Return requests must be raised within 24 hours of delivery.

Requests made after 24 hours will not be accepted.

4. Refund or Replacement

If your return claim is approved:

✔ You will receive either:

  • A replacement of the same product, or

  • A store credit (in special cases)

Cash refunds are not guaranteed and are approved only after inspection.

5. Packaging Condition for Returns

In case of approved return:

  • Product must be returned in original packaging

  • No missing accessories/boxes/caps

  • Item must be unused and unopened (except in cases of shipping damage)

6. Contact for Returns

To raise a return request, email or WhatsApp us with:

  • Order ID

  • Unboxing video

  • Photos of the issue

  • Your full name and contact details

We respond within 24–48 hours.

7. Final Policy Note

By placing an order with Madeena Co, you agree to this Return & Refund Policy.
We aim to give you the best fragrance experience and ensure transparency in every purchase.