Refund policy

Last updated: October 25, 2026

Our promise

Every order is selected, weighed and packed by hand. If something isn't right, contact us at contact@zarqanaturals.com and we'll make it right.

Returns

Because our products are natural fragrance materials meant to be burned or applied, we can only accept returns of items that are unopened and unused, in their original sealed packaging. You may request a return within 7 days of delivery.

We can't accept returns of:

Opened, used or tested oils, attars and absolutes
Oud chips, bakhoor, thiouraye or resins that have been opened or burned
Items damaged after delivery
Gift items included free with your order

How to start a return

Email us at contact@zarqanaturals.com with your order number before sending anything back. We'll reply with return instructions. Returns sent without contacting us first may not be accepted.

For change-of-mind returns, you're responsible for return shipping, and original shipping charges aren't refundable. Please use a trackable service. We can't refund items lost on the way back to us.

Damaged, leaking or wrong items

Please inspect your order when it arrives. If an item is damaged, leaking or not what you ordered, email us within 3 days of delivery with your order number and a photo of the item and packaging. We'll send a replacement or issue a full refund, including shipping, and you won't need to return the item.

Lost or late packages

If your tracking hasn't updated in 7 days, or shows delivered but you can't find your package, contact us and we'll help you file a claim with the carrier.

Cancellations

You can cancel your order yourself within 15 minutes of placing it, using the link in your order confirmation email or your account. After that, email us as soon as possible. We pack orders quickly, but we can cancel any order that hasn't shipped yet.

Refunds

Once we receive and inspect your return, we'll email you to confirm whether it's approved. Approved refunds go back to your original payment method within 5 business days. Your bank may take a few more days to post it.