Exchange and Return Policy

Last updated: July 29, 2026

At La Rose Gallery, we care about our customers' satisfaction and about delivering products that match the order and are in the best possible condition. This policy explains the terms and procedures for exchanges and returns of purchases made through larosegallery.ae or from our store.

Quick Summary

  • Request period: 10 calendar days from the date of receipt for delivered orders, or from the invoice date for purchases received directly from the store.
  • The eligible product must be unused and in its original condition and packaging.
  • Perfumes, fragrance oils, and heat-sensitive materials cannot be exchanged or returned once they have left our warehouses, if the reason is a change of mind.
  • If a product arrives defective, damaged, incomplete, or different from the order, the customer's rights remain protected even for excluded categories.
  • The customer bears shipping costs in cases of change of mind, while La Rose Gallery bears them if the error or defect is on its part.

1. Period for Requesting an Exchange or Return

  • For purchases made through the website or delivered orders: the request must be submitted within 10 calendar days from the date the customer receives the order.
  • For purchases received directly from the store: the request must be submitted within 10 calendar days from the invoice date.

Submitting the request within the specified period is sufficient to preserve the customer's right until it is reviewed and the return procedures are communicated to them.

2. Conditions for Accepting Eligible Products

To accept an exchange or return due to a change of mind, the product must be:

  • Unused, uninstalled, or unoperated, and not modified, filled, or blended.
  • In its original condition and resalable.
  • In its original packaging, with seals and protective labels intact, if any.
  • Complete with all its parts, accessories, manuals, and free gifts.
  • Accompanied by the invoice, order number, or an acceptable proof of purchase.

Returned products are subject to inspection before an exchange or refund is approved, and receiving the returned product does not constitute final approval of the request.

3. Products Not Eligible for Exchange or Return Due to Change of Mind

We do not accept exchange or return of the following categories after they have been delivered to the customer or have left our store or warehouses:

  • Fragrance oils.
  • Ready-made perfumes.
  • Chemicals and manufacturing materials affected by heat or requiring special storage or preservation conditions.

This is because these products are stored with us in refrigerated locations under continuous temperature monitoring. Once they leave our facilities, we cannot verify that they continued to be stored or transported under suitable conditions, even if the package remains sealed.

Exchange or return due to change of mind is also not accepted in the following cases:

  • Products that have been opened or unsealed where their health or consumable nature prevents resale.
  • Products that have been cut, measured, filled, blended, or manufactured according to the customer's request.
  • Special orders or products customized with a name, printing, or specifications set by the customer.
  • Products damaged as a result of misuse, incorrect installation, negligence, or improper storage after receipt.

4. Defective, Damaged, or Incorrect Products

The exceptions above do not cancel the customer's rights if, upon receipt, the product is:

  • Defective or damaged.
  • Incomplete or received in an incorrect quantity.
  • Different from the product ordered.
  • Not matching the agreed description or specifications.

Please contact us as soon as you discover the problem, preferably within 48 hours of receipt in cases of damage apparent during shipping, along with clear photos of the product, the outer packaging, and the shipping label.

Prompt reporting helps verify the condition, and the 48-hour period does not diminish the mandatory rights granted to the customer under applicable laws.

After verifying the issue, the appropriate remedy will be provided in accordance with the law, including exchange, refund, or any other applicable resolution, without charging the customer return or reshipping costs when the error or defect is on the part of La Rose Gallery or its contracted shipping company.

This does not include damage occurring after receipt due to misuse, exposure to heat, humidity, or sunlight, or improper storage or transport by the customer.

5. Cancelling an Order Before Shipping

An order may be cancelled before it is shipped or handed over to the delivery company. If the cancellation is accepted, the full amount paid will be refunded.

Products for which preparation, manufacturing, filling, or customization according to the customer's request has already begun cannot be cancelled. If the order has already been shipped, the exchange and return terms in this policy apply to it.

6. How to Submit a Request

To request an exchange or return, please contact customer service and provide us with the following information:

  • Order number or invoice number.
  • Customer name and contact number.
  • Product name and quantity requested for exchange or return.
  • Reason for the request.
  • Clear photos or video if there is a defect, damage, or discrepancy in the order.

Contact channels:

Please wait for return instructions before sending the product back. Inspection of any returned shipment that does not include the order number or sufficient customer information may be delayed.

7. Shipping and Delivery Fees

  • In cases of return or exchange due to change of mind, the customer bears the cost of returning the product and the cost of sending the replacement product.
  • The original delivery fees and cash-on-delivery fees, if any, are not refunded in cases of change of mind.
  • If the reason for the return is a defect or damage that existed prior to receipt, or an incorrect product being sent, La Rose Gallery bears the reasonable, pre-approved return and reshipping costs.
  • For international orders, the customer bears customs duties, taxes, and return shipping costs in cases of change of mind. If the reason is an error on La Rose Gallery's part, the costs are handled according to the circumstances and applicable law.

La Rose Gallery is not responsible for loss or damage to the product during its return via a shipping method chosen by the customer without prior coordination with us.

8. Exchange

  • Exchange is subject to the availability of the requested product in stock.
  • If the customer chooses a different product, the new product is priced at the rate in effect at the time of exchange, and the price difference is collected from or refunded to the customer as applicable.
  • If a replacement cannot be provided, the value of the product accepted for return under this policy may be refunded.

9. Refunds

After receiving and inspecting the product, we notify the customer of the outcome of the request. Upon approval:

  • The amount is refunded to the original payment method whenever possible.
  • We generally process the refund within 7 business days from the date of approval.
  • The time for the amount to appear in the customer's account may vary depending on the bank or payment service provider.
  • When part of an order that benefited from a quantity-based discount, offer, or bundle is returned, the discount is recalculated on the products the customer retained, and the remaining balance owed is refunded after adjustment.
  • Free gifts associated with the returned product must be returned in their original condition; otherwise, their stated value may be deducted from the refund amount.

10. Bulk Orders, Manufacturing, and Special Orders

Bulk orders, manufacturing, packaging, private formulations, and orders prepared according to customer specifications are subject to the terms in the approved price quote, contract, or invoice.

Unless otherwise agreed in writing, returns of these orders due to change of mind are not accepted once preparation or manufacturing has begun.

This does not affect the customer's right in the event of a manufacturing defect, shortage, or non-conformity with the agreed specifications.

11. General Provisions

  • The terms and policy in effect at the time the purchase is completed apply to the order.
  • This policy may be updated from time to time, and amendments do not apply retroactively to prior orders.
  • This policy is not intended to restrict any mandatory rights granted to the consumer under the legislation of the United Arab Emirates, and in the event of a conflict, priority is given to the applicable mandatory legal provisions.

For any inquiries before purchasing, especially regarding heat-sensitive products or special orders, please contact us through the contact methods shown above.