Return & Refund Policy

Last Updated: 06 August 2026

At Goloka Auraa Scents & Events LLC FZC, trading as Goloka Fragrance ("Goloka Fragrance", "we", "our", or "us"), customer satisfaction is our priority. We strive to deliver premium-quality fragrance products in perfect condition. If you receive a defective, damaged, or incorrect product, we will work with you to resolve the issue fairly and promptly.

By placing an order on www.golokafragrance.com, you agree to this Return & Refund Policy.

Return Eligibility

You may request a return within 7 calendar days of receiving your order if:

  • You receive a product with a manufacturing defect.
  • You receive an incorrect item.
  • Your order arrives damaged during transit.

Important: We recommend reporting damaged, defective, or incorrect items within 48 hours of delivery to help us investigate the issue quickly. However, eligible return requests will be accepted for up to 7 days from the date of delivery.

To qualify for a return:

  • The product must be unused, unopened, and in its original condition.
  • All original packaging, labels, accessories, inserts, and complimentary items (if any) must be included.
  • The return request must be submitted within 7 days of delivery.
  • Returns are accepted only for orders delivered within the United Arab Emirates (UAE).

Non-Returnable Items

Unless they are received damaged, defective, or incorrect, the following items cannot be returned or exchanged:

  • Opened fragrance products
  • Used perfume oils (Attars)
  • Used deodorants
  • Agarwood products that have been opened or used
  • Customized or personalized products
  • Hygiene-sensitive items after opening or unsealing
  • Gift cards (where applicable)

Products purchased during promotional campaigns, clearance sales, or marked as Online Exclusive may still qualify for return if they are defective or incorrect; however, complimentary return shipping may not apply.

Return Shipping Responsibility

Return shipping responsibility depends on the reason for the return.

Goloka Fragrance will bear the return shipping cost if:

  • An incorrect product was sent.
  • The product has a verified manufacturing defect.
  • The product was damaged during transit.

The customer will be responsible for return shipping if:

  • The return is requested for reasons other than our error (where such returns are accepted).
  • The customer provides an incorrect delivery address.
  • The shipment is refused without a valid reason.
  • The returned item does not meet the eligibility requirements of this policy.

Return Process

Step 1

Contact our Customer Support team within the applicable return period.

Step 2

Provide:

  • Order Number
  • Reason for return
  • Clear photographs of the product and packaging (where applicable)

Step 3

After reviewing your request, we will provide return instructions or arrange collection where available.

Step 4

Once the returned product is received, it will be inspected to confirm that it meets the return conditions described in this policy.

Return Inspection

Returned products are inspected to verify:

  • Product condition
  • Original packaging
  • Product authenticity
  • Eligibility under this policy

If the returned product does not satisfy the return requirements:

  • The return request may be declined.
  • The product may be shipped back to the customer.
  • The customer may be responsible for any applicable return shipping or re-delivery charges.

Refund Policy

Once an eligible returned product has successfully passed inspection, refunds will be processed.

Approved refunds will:

  • Be issued to the original online payment method whenever possible.
  • Be processed within approximately 7–10 business days after approval.
  • Be made in the original purchase currency.

Actual processing time may vary depending on your payment provider or financial institution.

Cash on Delivery (COD) Orders

Orders placed using Cash on Delivery (COD) are eligible for resolution if the product received is damaged, defective, incorrect, or otherwise qualifies for a valid claim under this Return & Refund Policy.

Depending on the nature of the approved claim, the available remedy may include:

  • Replacement of the product.
  • Exchange for the correct product (where applicable).
  • Store credit.
  • Refund via bank transfer to a bank account provided by the customer, where a monetary refund is deemed appropriate.

Customers may be required to provide their bank account details to process an approved bank transfer refund.

All COD claims are reviewed in accordance with the eligibility criteria set out in this Return & Refund Policy, and supporting information such as photographs or proof of the issue may be requested to facilitate the review.

Exchange Policy

Exchanges are available only if:

  • An incorrect product was delivered.
  • The product has a verified manufacturing defect.
  • The product was damaged during transit.

Replacement products are subject to availability.

If the requested replacement is unavailable, we may offer a suitable alternative, store credit, or refund where applicable.

Shipping Charges & Refunds

If the return is due to our mistake (wrong item, verified defect, or transit damage):

  • Original shipping charges, where paid, will also be refunded where applicable.
  • Return shipping costs will be borne by Goloka Fragrance.

If the return is for any other accepted reason:

  • Original shipping charges are non-refundable.
  • Return shipping charges will be the customer's responsibility.

Refused, Unclaimed or Undeliverable Orders

If an order is refused by the customer, remains unclaimed, or cannot be delivered because of incorrect delivery information provided by the customer:

  • Additional shipping charges may apply for re-delivery.
  • Where a refund is applicable, the original shipping charges and any return shipping costs incurred may be deducted from the refund.

Important Information

Please inspect your order immediately upon delivery.

Report damaged, defective, or incorrect products as soon as possible, preferably within 48 hours, and no later than 7 days after delivery.

This Return & Refund Policy should be read together with our Shipping Policy.

The version of this policy that was in effect at the time your order was placed will apply to that order unless otherwise required by applicable law.

Changes to this Policy

We may update this Return & Refund Policy from time to time to reflect changes in our products, services, legal requirements, or business practices.

Any revised version will display the updated Last Updated date on this page and will apply to future orders from its effective date.

Contact Us

If you have any questions regarding returns, exchanges, or refunds, please contact us.

Goloka Auraa Scents & Events LLC FZC
Trading As: Goloka Fragrance

Address: Dubai, United Arab Emirates

Email: sales@golokafragrance.com

Phone: +971-50-9473022

Website: www.golokafragrance.com