Refund Policy

At NOUVEL PALM, every order is prepared and packed by hand. If something isn't right when your order arrives, we're here to make it right. Please read the details below about when refunds are offered and how they work.

Our approach

Our perfumes are solid perfumes applied directly to the skin, so they are personal-care products. For hygiene and safety reasons, we can't offer refunds on used or opened items, or on change-of-mind requests. If your order arrives damaged or defective, we'll gladly offer you a full refund or a replacement.

When you're eligible for a refund

You can request a refund or replacement if:

• Your order arrives damaged
• Your product is defective
• You received the wrong item

Requests must be made within 7 days of delivery.

How to request a refund

Email us at contact@nouvelpalm.com within 7 days of delivery, and include:

• Your order number
• A clear description of the issue
• Clear photographs showing the damage, defect, or incorrect item

Once we've reviewed your request, we'll confirm whether you'll receive a refund or a replacement and guide you through the next steps. Please don't send any item back without approval from our team first.

When refunds aren't available

To protect the hygiene and quality of our products, we can't offer refunds when:

• The product has been used, opened, or tampered with, unless it arrived damaged or defective
• The request is a change of mind
• The request is made more than 7 days after delivery
• The item is returned without prior approval from our team

Order cancellations

If you'd like to cancel your order, please contact us at contact@nouvelpalm.com as soon as possible. If your order hasn't been dispatched yet, we'll cancel it and issue a full refund. Once an order has been dispatched, it can't be cancelled.

How refunds are processed

Approved refunds go back to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or card provider. For damaged, defective, or incorrect items, the refund includes any shipping charges you paid.

Your rights

This policy does not affect your statutory rights as a consumer under the applicable consumer-protection laws of the United Arab Emirates. Where a product is faulty, defective, or not as described, you remain entitled to the remedies provided under UAE law.

Questions?

For any questions about a refund, please contact us at contact@nouvelpalm.com and we'll be happy to help.