Last Updated: November 2025
Website: https://lattar.ae
Company: LATTAR for Agarwood & Incense Trading
Registered in: United Arab Emirates
1. Overview
At LATTAR for Agarwood & Incense Trading, we take pride in offering high-quality perfumes, agarwood, and incense products.
We value your satisfaction and have created this Return & Refund Policy to ensure a transparent and fair experience for all customers.
2. Eligibility for Returns
You may request a return or exchange within 7 days of receiving your order if:
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The product you received is damaged, defective, or incorrect; or
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You received an item that does not match your order details.
To be eligible for a return:
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The product must be unused, unopened, and in its original packaging.
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The request must be submitted with proof of purchase (order number, invoice, or payment confirmation).
3. Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned or refunded:
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Opened or used perfumes, oils, or incense products.
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Products damaged due to customer misuse or improper storage.
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Promotional, discounted, or clearance items.
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Custom or personalized products.
4. Return Process
To initiate a return, please contact our support team at info@lattar.ae within 7 days of delivery.
Our team will review your request and provide:
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Return instructions, and
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The address or courier pickup details.
Once the returned item is received and inspected:
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You will receive a confirmation email regarding your refund or replacement status.
5. Refunds
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Approved refunds will be processed via the original payment method (e.g., MyFatoorah, Visa, MasterCard).
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Refunds typically take 5–10 business days to reflect in your account, depending on your bank or payment provider.
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Shipping fees are non-refundable, unless the return is due to our error (damaged, defective, or incorrect item).
6. Exchange Policy
We can offer an exchange for the same or similar item if:
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The received product is damaged or defective, and
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A replacement item is available in stock.
If not available, we will issue a full refund instead.
7. Damaged or Wrong Items
If your order arrives damaged or incorrect:
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Please contact us within 24 hours of delivery.
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Include photos or videos of the product and packaging to help us process your request quickly.
8. Cancellations
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Orders can be cancelled before dispatch without any charges.
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Once shipped, cancellations are not possible.
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If delivery is refused upon arrival, shipping and handling costs will be deducted from the refund amount.
9. Contact Us
If you have any questions or concerns regarding this policy, please reach out to us:
📧 Email: info@lattar.ae
📞 Phone: +971 52 100 0040
📍 Address: Nad Al Hamar Dubai, United Arab Emirates