Refund & Return Policy

GENTSHUB TRADING L.L.C (“GENTSHUB”, “we” or “us”) is committed to your satisfaction. This Refund & Return Policy (the “Policy”) sets out when and how you may return a product purchased from gentshub.com, the conditions a returned item must meet, and the timeframes for processing refunds or exchanges.

By placing an order, you confirm that you have read and accepted this Policy together with our Terms of Service. This Policy does not affect any rights granted to consumers under the laws of the United Arab Emirates, including Federal Law No. 15 of 2020 on Consumer Protection and its implementing regulations.

You may request a return within fourteen (14) calendar days from the date your order is delivered. Requests submitted after this period will not be eligible for a refund or exchange, save for the protections expressly provided by UAE consumer-protection law for defective products.

The return window begins on the date the carrier records successful delivery to the address you provided at checkout.

To be eligible for a return or exchange, items must satisfy each of the following conditions:

• The item must be unused, unopened and in its original, unbroken seal;
• All original packaging — including the outer box, inner casing, ribbons, dust bags, manuals, authenticity certificates and complimentary samples — must be returned with the product;
• The product must be free of any signs of wear, alteration, application or damage;
• The original tax invoice or order confirmation must accompany the return.

Items received in a condition that does not meet the above criteria may be refused at the warehouse or accepted at a reduced refund value at our reasonable discretion, with the difference covering restocking and reconditioning.

For reasons of hygiene, authenticity and personalisation, the following items are non-returnable and non-refundable, except where they arrive damaged, defective or differ materially from what was ordered:

• Perfumes, eaux de parfum, eaux de toilette, attars and any fragrance product whose original seal has been broken or whose box has been opened;
• Samples, miniatures and discovery sizes once opened;
• Personalised, engraved or made-to-order products;
• Gift cards, digital products and downloadable content;
• Items purchased on final-sale or clearance, where this is clearly indicated at the time of purchase;
• Items returned beyond the fourteen-day return window;
• Items returned without their original packaging, certificates or accessories.

To request a return, please follow the steps below. We strongly recommend contacting us before sending any item back, so that we can register your request and assign a return reference.

1. Email returns@gentshub.com within the fourteen-day return window, quoting your order number and the item(s) you wish to return, together with a brief explanation of the reason.
2. Our Client Services team will review your request and, where eligible, issue you a Return Authorisation Reference along with the return address and any additional instructions.
3. Pack the item(s) carefully in their original packaging, include the tax invoice and write the Return Authorisation Reference clearly on the outer parcel.
4. Hand the parcel to the carrier we appoint, or to the carrier we approve for your collection.
5. Once we receive and inspect the return, you will be notified by email of the outcome.

Returns sent without a Return Authorisation Reference may be refused or significantly delayed.

Where stock permits, we are pleased to offer an exchange for a different size or variant of the same product family. Cross-family exchanges (for a different fragrance or product line) are treated as a return of the original item and a new purchase.

To request an exchange, please follow the same steps as for a return and indicate the desired replacement. If the replacement is unavailable, we will offer either a substitute of equal value, store credit, or a full refund of the returned item.

We inspect every order before despatch, but on rare occasions an item may reach you damaged in transit or with a manufacturing defect. In such cases:

• Please contact returns@gentshub.com within seventy-two (72) hours of delivery;
• Include your order number, a clear description of the issue and supporting photographs of the product, the seal, the box and the outer shipping carton;
• Retain all packaging materials until we have assessed the claim.

Where the damage or defect is confirmed, we will at your election arrange a free replacement of the same item, a comparable substitute, store credit, or a full refund — including any original shipping charges.

If the order you receive contains an item different from the one you ordered, or if an item is missing from your parcel, please notify us at returns@gentshub.com within seventy-two (72) hours of delivery, quoting your order number.

We will investigate the matter promptly and, where the error is confirmed on our part, arrange — at no cost to you — for the correct item to be shipped or the missing item to be despatched, or issue a full refund for the affected items if no equivalent is available.

Once your return has been received and inspected at our warehouse, we will notify you of the approval or rejection of the refund. Approved refunds are processed as follows:

• Refunds are issued to the original payment method used at checkout. We are unable to redirect refunds to a different card, account or person.
• Once issued, refunds typically appear on your statement within seven (7) to fourteen (14) business days, depending on your card issuer or bank.
• Refunds for cash-on-delivery orders are processed by bank transfer to a UAE bank account in the name of the original purchaser.
• Where store credit is offered, it is issued within three (3) business days of return approval and remains valid for twelve (12) months from issue.

Original shipping charges, where applicable, are non-refundable except where the return arises from a fault on our part.

The cost of return shipping is borne by the customer for change-of-mind returns and standard returns. Where the return arises from a damaged, defective or incorrect item, GENTSHUB TRADING L.L.C will bear the cost of return shipping in full.

We strongly recommend using the carrier we appoint for your return, as we cannot accept responsibility for parcels lost or damaged when sent through a carrier we have not approved.

You may request the cancellation of an order at any time before it has been handed to the carrier. Cancellation requests must be sent to support@gentshub.com, quoting the order number.

If the order has already been packed and despatched, the cancellation will be treated as a standard return once the parcel is returned to our warehouse, subject to the conditions of this Policy.