Refund & Returns Policy

Last updated: 7 October 2026

We want you to love your purchase from Opal Souk. If something isn't right, here is how returns and refunds work.

Return window

You can request a return within 14 days of receiving your order.

Eligibility

Items must be unused and in their original packaging.
For hygiene and safety reasons, fragrance products – bakhoor, incense, oud oils, attars and sprays – can only be returned unopened with the seal intact.
Incense burners must be unused and returned with all parts.
Proof of purchase (your order number) is required.

Gift cards and items marked as final sale are not returnable.

Damaged, leaking or wrong items

If your order arrives damaged, leaking or incorrect, contact us within 48 hours of delivery with your order number and photos. We will send a replacement or a full refund at no cost to you.

How to start a return

Email altaystrading@gmail.com or WhatsApp +971 52 855 6473 with your order number and the reason for return.
We will reply with return instructions.
Please don't send items back without contacting us first.

Return shipping

Return shipping is paid by the customer, unless the item was damaged, leaking or incorrect. Original shipping fees are non-refundable.

Refunds

Once we receive and inspect your return, we will confirm whether the refund is approved. Approved refunds are issued to your original payment method within 5–10 business days. Cash-on-delivery orders are refunded by bank transfer.