Refund policy

Return & Refund Policy – Phenolic

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, unopened, and in its original packaging. You’ll also need the receipt or proof of purchase.

Please note: due to the nature of our products (perfumes), we do not accept returns or refunds if:

• The customer simply did not like the scent or it did not suit their personal preference.

• The shipment was not collected or received in a timely manner, resulting in product deterioration or damage.

• The product was damaged due to customer mishandling after delivery (e.g., broken bottles).

To start a return, you can contact us at phenolic.om@gmail.com or via WhatsApp at +968 76653653. Please note that returns will need to be sent to the following address: Genacom Office ( Alkhoud 6 Branch )

If your return is accepted, we’ll provide instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

You can always contact us for any return-related questions at phenolic.om@gmail.com or WhatsApp +968 76653653.

Damages and Issues
Please inspect your order upon reception and contact us immediately via email or WhatsApp if the item is defective, damaged upon arrival, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including:

• Opened or used perfumes

• Products damaged due to customer mishandling

• Orders not collected in time leading to product degradation

• Items returned due to personal preference (e.g., scent not liked)

We also do not accept returns for hazardous materials, flammable liquids, or gases.
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the eligible item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-Day Cooling-Off Period
If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, without justification. However, this only applies if the item is unopened, unused, and in its original packaging. Items that have been opened or used will not be eligible for return due to hygiene and safety reasons.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please note it may take additional time for your bank or credit card provider to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at phenolic.om@gmail.com or WhatsApp +968 76653653.