Important: Due to the highly personalized and custom nature of our bespoke perfumes, all sales are final. Each fragrance is uniquely crafted for the individual customer and cannot be resold.
1. Custom Product Nature
ATHAR specializes in creating one-of-a-kind, personalized fragrances tailored specifically to each customer's personality profile and preferences. As such:
- Each perfume is made-to-order based on your unique scent profile
- Formulations cannot be used for other customers
- Standard return policies do not apply to custom-created products
2. Quality Guarantee
While we do not accept returns on bespoke fragrances, we stand behind the quality of our products:
- Defective Products: If your perfume arrives damaged, defective, or not as ordered, we will replace it at no additional cost
- Shipping Damage: If packaging is damaged during transit, contact us within 48 hours of delivery with photos
- Formula Errors: If the fragrance does not match your approved formula due to production error, we will remake it
3. Reporting Issues
To report a quality issue:
- Contact us within 7 days of delivery at info@atharventures.com
- Provide your order number and detailed description of the issue
- Include clear photos of the product and packaging
- Do not discard the original packaging or product
4. Replacement Process
For approved quality claims:
- We will arrange pickup of the defective product
- A replacement will be crafted and shipped within 10-15 business days
- Expedited shipping will be provided at no additional cost
- You will receive tracking information once shipped
5. Non-Refundable Items
The following are not eligible for returns or refunds:
- Bespoke perfumes (unless defective)
- Opened or used products
- Products damaged by customer misuse
- Gift cards and promotional credits
- Custom engraving or personalization services
6. Order Cancellations
- Before Production: Orders can be cancelled for a full refund within 24 hours of placement
- During Production: Once formula creation begins, orders cannot be cancelled
- After Shipment: Orders cannot be cancelled once shipped
7. Shipping and Handling
- Shipping fees are non-refundable except in cases of our error or defective products
- Customers are responsible for ensuring correct delivery addresses
- Undeliverable packages due to incorrect addresses will not be refunded
8. Satisfaction Commitment
While we cannot offer refunds on custom fragrances, we are committed to your satisfaction:
- Consultation: Detailed pre-order consultation to ensure your preferences are captured
- Profile Accuracy: Careful analysis of your personality and fragrance profile
- Formula Approval: You receive detailed information about your fragrance before it's crafted
- Quality Control: Rigorous testing and validation of every formula
9. Modifications and Adjustments
If you're not completely satisfied with your fragrance:
- Contact us within 30 days of delivery
- We may offer a one-time formula adjustment at a discounted rate
- Adjustments are subject to perfumer availability and ingredient stock
- Additional fees may apply for significant reformulation
10. Gift Orders
- Gift perfumes follow the same policy as regular orders
- Recipients cannot return gifts for refund
- Quality issues will be addressed directly with the gift purchaser
- Gift cards can be refunded if unused within 90 days of purchase
11. Refund Processing
For approved refunds (cancellations within 24 hours):
- Refunds will be issued to the original payment method
- Processing time: 5-10 business days
- Bank processing may take additional 3-5 days
- You will receive email confirmation once processed
12. Contact Us
For returns, refunds, or quality concerns:
- Email: info@atharventures.com
- WhatsApp: +961 71 773 632
- Address: Baabda, Lebanon
- Response Time: Within 24 hours
This policy is designed to protect the artisanal nature of our bespoke perfumery while ensuring your complete satisfaction with our service and quality.
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