Policies
On this page
The short version
Sealed items
Changed your mind
The return fee
Damaged in transit, or we sent the wrong thing
Faulty, or not as described
If you doubt it is genuine
Testers
Box wear
The plastic wrap
Decants
Complimentary gifts
Exchanges
How to start a return
When you get your money
How card refunds reach you
What we do not refund
Repeated returns
Your legal rights
Returns and refunds
Last updated 30 October 2026
Operated by Shobra Outlet Trading L.L.C., trading as ATIR.ae
Ajman DED licence No. 109480
VAT: Shobra Trading of Ready Garments LLC, TRN 100479414300003
We want you to be happy with what you bought. If you are not, here is exactly what happens.
The short version
Situation
Window
Condition
Who pays the collection
Changed your mind, on sale or not
7 days to ask
Unused, in its original packaging, film intact. Not a 10 ml decant
A return fee from AED 20, taken off your refund, never paid separately ([return fee](#return-fee))
Damaged in transit or wrong item
30 days
Any, film opened or not
We do
Faulty, or not as described
30 days from the fault appearing
Any, film opened or not
We do
You doubt it is genuine
30 days
Any
We do
Complimentary gifts, the 1 ml decant and Our Shukran card that come with a bottle, are not returnable or refundable. Keep them if you return the bottle. See [complimentary gifts](#free-gifts).
Windows run from the day the courier records your order as delivered, except a fault, which runs from the day it appears.
A window is the time to ask, not to send the item back. Ask for the return inside it, by email or on the returns page, and the return stands, even if our courier collects it or we inspect it after the window has ended.
Sealed items
Every bottle and gift set leaves us sealed in its film: retail stock in its original retail packaging, a tester in tester packaging. The product page says which, as "Sealed only and original packaging" or "Sealed only and tester packaging".
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A change-of-mind return needs the item unused and the film intact. Once the film is opened, a change-of-mind return is no longer available.
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A fault, damage in transit, a wrong item or a doubt that it is genuine is covered whether or not the film has been opened.
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Marks on the film itself are not damage ([the plastic wrap](#plastic-wrap)), and tester packaging is not made to arrive unmarked ([testers](#testers)).
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A 10 ml decant is filled by Atir and is covered under [decants](#samples).
Changed your mind
A change-of-mind return comes back exactly as it arrived: unused and unsprayed, in its original box with all its original packaging, and with the plastic film (cellophane) around the box unopened and intact. If that film is torn, lifted or missing, the bottle is open, and we cannot take it back on a change of mind because we cannot resell it.
Ask for the return within 7 days of delivery.
Every sealed item gets the same 7 days, at full price or on sale: a single bottle, a tester or a gift set. The one item we never take back on a change of mind is a 10 ml decant (see [decants](#samples)).
The sealed-film rule is for change of mind only. It does not apply if the item is faulty, damaged, wrong, not as described, or you doubt it is genuine, all of which are covered below. Opening the film to check for a fault never costs you those rights.
A change-of-mind refund covers the product price only:
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the delivery charge you paid, Standard or Express, is not refunded;
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the AED 10 cash on delivery fee, if you paid cash, is not refunded;
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gift wrap, if you chose it, is not refunded;
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a return fee is deducted from the refund (see [the return fee](#return-fee)). You never pay it separately: not by card, not in cash, and there is nothing to have ready for the driver.
If your order had complimentary delivery, we deduct only the return fee. We do not charge back the delivery we waived.
The return fee
The fee depends on the value of what you send back, meaning what you paid for those items after any discount:
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AED 20 when that value is AED 1000 or less;
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above AED 1000, AED 20 plus 2.9% of the value above AED 1000;
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if you paid with a card issued outside the UAE, plus 1% of the value. We treat a card charged in a currency other than dirhams as issued outside the UAE.
All amounts include VAT, and the fee is never more than your refund.
Value returned
Return fee, UAE card
Return fee, card from abroad
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AED 300
AED 20.00
AED 23.00
AED 600
AED 20.00
AED 26.00
AED 1000
AED 20.00
AED 30.00
AED 2000
AED 49.00
AED 69.00
Why AED 20. A return takes two courier trips: one to collect from your door, anywhere in the UAE, and one to bring the parcel back to our office. There is nothing to pack, post or drop off. Above AED 1000, the card network keeps the processing fee it charged on your payment when we refund, more so on a card from abroad, which the 2.9% part covers. The fee is taken from the refund, so you never pay the driver and nothing is paid upfront. The return request page shows the fee before you confirm, and your refund email and order page show it again. If the mistake is ours, a faulty or wrong item, there is no charge at all.
Damaged in transit, or we sent the wrong thing
Tell us at orders@atir.ae within 30 days of delivery, before you open it further or send anything back.
Please check your order when it arrives and tell us within 7 days about any damage, leak or wrong item, with photographs if you can. A fault that shows later is still covered for 30 days from when it appears. This does not affect your statutory rights.
We collect at no charge, whether or not you opened the film, and you choose a replacement or a full refund of everything you paid, including the delivery charge, any gift wrap and any cash on delivery fee.
A box or bottle damaged in transit counts as damaged. A crushed, torn, dented or stained box, a broken bottle or a leak that happened on the way is ours to put right, and you get the remedy above.
Every item is checked before it leaves us. Our team inspects each bottle more than once before it is packed: the seal, the sprayer, the bottle and the box. So when an item arrives broken, the damage happened on the way to you. You still deal only with us: we refund or replace in full straight away, then claim from the courier company ourselves, and the courier pays us. You never have to deal with the courier, and a claim is never a reason to wait.
Faulty, or not as described
A sprayer that will not pump, an atomiser that leaks, a cap that does not fit, or a product that is not what we described, such as box wear we did not show you or marks worse than shown. A tester's missing cap, its plain box and any marks on that box, and box wear shown before you bought are described, not faults; see [testers](#testers) and [box wear](#box-wear). Tell us at orders@atir.ae within 30 days of the fault appearing, before you send anything back. You are covered whether or not you opened the film.
We collect at no charge and you choose a replacement, a repair or a full refund of everything you paid, including the delivery charge, any gift wrap and any cash on delivery fee. For box wear we did not show you, you may also keep the item with part of the price back; see [box wear](#box-wear).
If you doubt it is genuine
We collect the item at our cost and refund you in full. No inspection queue, no argument. We record the batch code of every bottle we dispatch, so if there is ever a question about a specific bottle we can trace it back to the purchase invoice for that batch. Authenticity and sourcing explains how that works.
Testers
A tester is the same perfume, made for use at a shop counter and sold in plain packaging. The product page says so before you buy, and so does checkout.
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Some testers arrive without a cap. That is how many are made, so a missing cap on a tester is not a fault and not a reason to return it.
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We cannot tell you whether yours has a cap. Testers reach us sealed from the supplier, exactly as the brand packed them. We do not open or check them, because opening one would break the seal you rely on, so we cannot know in advance whether the brand included a cap (owner, 4 October 2026).
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Tester packaging is made to be thrown away. A tester's plain box is packing that gets the bottle to a shop counter, where it is usually discarded. It is not a presentation box and is not made to arrive unmarked. A dent, scratch, tear, scuff or worn print on a tester's packaging, including a mark already there when it reaches you, is not a fault and not a reason to return the tester. What you buy is the bottle and the perfume in it (owner, 13 October 2026).
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The photographs show the original retail packaging. Many tester listings use images of the perfume in its original packaging. Your tester comes in tester packaging, and looking different from those photographs is not a reason to return it.
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Every tester leaves us sealed in its film, like every Atir product, so a change-of-mind return of a tester needs that film intact, as for any other item.
Everything else in this policy applies to a tester as to any other bottle: a fault, a leak, a broken bottle, the wrong perfume, or a doubt that it is genuine.
Box wear
Outer boxes can sometimes pick up a dent, a scratch or worn print. The bottle inside is new and sealed. We send clean boxes first, so marked boxes are our last stock. Once only marked boxes remain, the product page says so before you buy, with the wear level, a note and close-up photographs of the marks, and checkout says so again. Box wear does not change the price: you pay the normal price, and the struck figure beside it on the product page marks the wear level only. Nothing comes off at checkout.
The photographs are of that size's marked boxes, not of each unit, so the marks on the box you receive are no worse than shown. Wear shown before you buy is part of the description, not a fault.
You can return or exchange a box-wear item like any other item, within the window and under the same conditions. A returned box-wear item is refunded at the price you paid.
Wear we did not show you. If a box arrives with marks we did not show, or worse than shown, the item is not as described. You choose:
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return it at no charge for a full refund of everything you paid, under [faulty, or not as described](#faulty-or-not-as-described);
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a replacement, if we have one; or
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keep it, and we refund part of the price. Ask orders@atir.ae: we tell you the amount first, and you can still choose a return instead.
Keeping it is only ever your choice, never the default. A card payment gets the part refund to the card you paid with; a cash order gets it by bank transfer to an account in your name.
The plastic wrap
The clear plastic wrap (cellophane) around each box is a protective layer. Scratches, scuffs, tears, creases or bubbles in it, and tape, stickers or security tags on it, are not damage to the product or its box. They do not make an item damaged or faulty, and they are not box wear.
Damage to the box itself or to the bottle is covered under damage in transit and [faulty, or not as described](#faulty-or-not-as-described) above, whatever the state of the wrap. This does not affect your statutory rights.
Decants
A decant is a 10 ml spray that we fill by hand from the tester-packaged bottle of the authentic perfume, so you can wear a perfume before you buy the bottle. The perfume house did not make or fill it. The product page says so before you buy, and that a decant is returnable only if faulty.
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No change-of-mind returns: we cannot take a decant back on a change of mind, opened or not.
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Everything else is covered as for any item: a fault, a leak, a broken decant, the wrong perfume, or a doubt that it is genuine.
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Bought as one of four: a faulty decant from the any-4 offer is refunded at its share of the group price, the amount it was sold at.
Complimentary gifts
Every bottle comes with a complimentary 1 ml decant of the perfume you choose and Our Shukran card. They are complimentary. A Circle reward or a gift from Atir follows Atir Circle terms.
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Not returnable: a complimentary gift cannot be returned, exchanged or refunded, and it has no cash value.
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Keep them when you return a bottle: you do not need to send its gifts back, and we never take their value off your refund.
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Faulty or wrong: if a gift arrives damaged or is not the one you chose, tell orders@atir.ae and we will make it right, replacing it where we can.
Exchanges
You can swap an item for another one. Open your order, from your account or by looking it up with the order number, choose the item and its replacement, and you see the price difference before you ask.
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Same window and conditions as a change-of-mind return: unused, sealed, within 7 days of the original delivery, on sale or not. A decant cannot be exchanged.
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We approve every exchange before anything moves, and tell you by email.
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Costs more? You pay the difference online before we send the replacement. If it is not paid within 3 days of our approval, the exchange is cancelled and you keep your original item.
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Costs less? We refund the difference to your original payment method. For a cash on delivery order, that is by bank transfer.
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AED 40 collection charge, a flat amount on every exchange, for two courier trips: collecting from you (AED 20) and bringing the item back to our office (AED 20). It comes off a difference we refund, or is added to a difference you pay. On an exchange at the same price, you pay it online. Nothing is ever paid to the driver.
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One exchange per item on an order.
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Our courier collects the original and delivers the replacement, with no extra delivery charge.
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The window runs from your original delivery date, not the exchange date.
A faulty, damaged or wrong item is not an exchange: it is replaced or refunded complimentary, as set out above. That includes a replacement we sent you in an exchange: if it is faulty, return it on the returns page and we refund what you paid for it.
How to start a return
Use the returns page at atir.ae/returns: enter your order number and the email or phone number on the order, then choose the items and the reason. You can also email orders@atir.ae with your order number and what you would like to happen. We reply within one working day and arrange collection.
We collect from you. You never need to find a courier or visit a drop-off point.
When you get your money
We inspect the returned item when it reaches us, which takes up to 2 working days. We check that the seal is intact where that matters, that the bottle is full and unsprayed, and that the batch code matches the one we sent you. Then we process the refund.
How long it then takes depends on how you paid.
Card. See [how card refunds reach you](#card-refunds) below.
Cash on delivery. We refund a cash on delivery order by bank transfer to an account in your name. We ask for the bank details when we approve the refund, send the transfer within 5 working days of approving it, and email you once it is sent; your bank then takes its own time to show it. We pay any bank transfer charges, so you receive the full refund less only the return fee and, on a change-of-mind return, the AED 10 cash on delivery fee. On a fault, the AED 10 is refunded too. Example: you return a AED 250 bottle on a change of mind from a cash order with paid delivery. We transfer AED 230, which is AED 250 less the AED 20 return fee; the delivery charge and the AED 10 cash fee you paid are kept.
Refused at the door. If you refuse a cash on delivery parcel, you owe nothing for it and there is nothing to refund. The refusal counts toward the two that end cash on delivery for you.
So the longest realistic wait is around two weeks from the day we collect, for a card refund.
Every refund goes back to the way you paid.
How card refunds reach you
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To the card you paid with. Apple Pay, Google Pay and Link refunds go to the card behind them. A card refund cannot go to another card or account.
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5 to 10 working days. Our payment provider, Stripe, sends the refund to your bank the day we approve it. Your bank then takes about 5 to 10 working days to show it, and nobody can speed that up.
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Sometimes no credit line. A refund soon after you paid can show as the original charge disappearing instead.
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One amount. On a change-of-mind return you get one refund, already less the return fee and any charges we keep.
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Your currency. A refund in another currency uses Stripe's rate on the refund day, so it can differ slightly from what you paid. See Currencies and rates.
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Card expired or closed. Your bank usually passes the refund to your new card or account. If it sends the money back to us, we tell you and refund you by bank transfer instead.
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Not there after 10 working days? Email orders@atir.ae. We send you the refund's bank reference (ARN) to give your bank.
What we do not refund
Only the charges listed under [changed your mind](#change-of-mind), and only on a change-of-mind return. If the return is our fault, you get everything back and we collect at our cost.
Complimentary gifts are never refunded, since you paid nothing for them, and never deducted when you return the bottle they came with.
Repeated returns
We may decline service to an account that returns or refuses deliveries repeatedly. Acceptable use explains when and why.
Your legal rights
This policy sits on top of your rights under UAE consumer protection law, Federal Law No. 15 of 2020 and its executive regulations, Cabinet Resolution No. 66 of 2023, and under the Civil Transactions Law, Federal Decree-Law No. 25 of 2025. Those rights cannot be reduced and we are not trying to. They include repair, replacement or a refund of a defective item, or keeping it at a reduced price, without the cost of our mistake falling on you. If you think we have got something wrong, Contact and complaints sets out how to escalate, including the no-cost Ministry of Economy route.