Return & Exchange

We at Muatar Fragrances (SMC-Private) Limited are dedicated to ensuring that your shopping experience is pleasant. If you are not satisfied with your purchase, we are here to assist you. Please carefully review our return, exchange, and refund policy to understand the procedures for initiating these processes, along with the conditions to be met. 

1. General Policy Overview

We accept returns and exchanges for products purchased from our online store under the following conditions:

  • Return Initiation Period

    Customers must initiate a return request within 10 (ten) days from the date of delivery of the product. It is mandatory to provide proof of purchase from our official website by submitting the invoice, which must clearly display the purchase details, including the price and other relevant information.

  • Condition of Returned Items
    The product must be returned unused and in its original packaging.
    In the event that the product has been tested or partially used, it may still be eligible for return only if the liquid contents of the perfume bottle remain at 99% or more of the original perfume volume, and the product is returned in its original packaging. Any depletion exceeding 1% will render the product ineligible for return.
  • Shipping and Handling Costs
    All costs associated with shipping, handling, and returning the product shall be borne solely by the customer.

2. Eligibility for Return or Exchange

To be eligible for a return or exchange:

  • The product must be purchased directly from Muatar.com 
  • The product must be returned unused and in its original packaging.
    In the event that the product has been tested or partially used, it may still be eligible for return only if the liquid contents of the perfume bottle remain at 99% or more of the original volume, and the product is returned in its original packaging. Any depletion exceeding 1% will render the product ineligible for return.
  • All purchase details such as Order Number, Purchase Date and Deliver Date  are available and correctly mentioned in the Return Request within 10 days.

Non-returnable items: Opened or used perfumes where the original perfume liquid level is below 99%, and products not purchased from our website www.muatar.com or received as gifts are non-returnable.

3. Return Process

To initiate a return:

  1. Contact Us: Please reach out to our customer care team at care@muatar.com and submit a  Return Request within 10 days of delivery of the product.
  2. Return Authorization: We will review your request and provide a Return Authorization (RA) number. Returns without an RA number will not be accepted.
  3. Return Shipment: After receiving the RA number, carefully pack the product and return it. Return shipping costs are borne by the customer.
  4. Inspection of Return: Upon receipt, we will inspect the product to ensure it meets the eligibility criteria (unused, original packaging, and at least 99% of the original perfume volume remaining).

4. Exchange Policy

If you wish to exchange an item for a different product, you must first return the original item as outlined above. Once the return is processed, you may place a new order for the desired product. Shipping costs for exchanges are the responsibility of the customer.

5. Refund Policy

If your return meets all conditions, you will be eligible for a 100% refund of the product purchased price. Refunds will be processed within 15 working / business days after the return is approved. Please note:

  • Refunds will be issued to your original payment method.
  • Shipping, handling, and return shipping costs are not refundable.
  • Refunds apply only to the product cost, not to any additional charges like shipping.

6. Damaged or Defective Products

At the time of delivery, the recipient is permitted and encouraged to thoroughly inspect the product while it is still within the courier parcel. In the event of any defect, damage, or discrepancy between the delivered product and the original order, the recipient must refuse to accept the delivery and return the undelivered product to the courier immediately.

By accepting the delivery, the recipient confirms that the product has been inspected and found to be in satisfactory condition. No claims regarding damage, defects, or product mismatches will be accepted after the product has been inspected and accepted at the time of delivery.

7. Cancellations

You can cancel your order only before it has been shipped. If the order has already been shipped, cancellations are not possible. Please follow the return process if you wish to return the product.

8. Policy Updates

Muatar Fragrances (SMC-Private) Limited reserves the right to update this policy at any time. Any changes will be reflected on this page with an updated effective date. Please review this policy regularly to stay informed of any changes.

9. Contact Us

If you have any questions or concerns regarding our return, exchange, or refund policy, feel free to contact us:

By purchasing from Muatar.com, you agree to comply with our return, exchange, and refund policy. Thank you for shopping with us!