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Terms & Conditions

Terms & Conditions

Terms & Conditions:

Visiting, purchasing, and using the products on the site implies full acceptance of our Terms and Conditions and product delivery system.


A- Definitions and terms

- Customer - the natural / legal person who places an Order. 

- Seller - the company Onwan Al Otoor Trading L.L.C, headquartered in Dubai, United Arab Emirates.

- Order - an electronic document that intervenes as a form of communication between the Customer and the Seller, through which the Customer transmits to the Seller his intention to purchase the products presented on the website.

- Products - any product, including the documents and services mentioned in the Order, to be provided to the Customer by the Seller.

- Contract / Terms and Conditions - an Order launched by the Customer and confirmed by the Seller. The customer accepts the terms in which the contract is concluded at the time of placing the order.


Onwan Al Otoor Trading L.L.C online store grants the consumer a legal guarantee of conformity according to the provisions of Dubai Chamber of Commerce Law on the sale of products and the guarantees associated with them and with those of Government Ordinance on consumer protection.


B- Purchase of products

By placing an order on the website, the customer expresses his agreement with the form of communication, by WhatsApp message, e-mail, or telephone, through which Onwan Al Otoor L.L.C online store carries out its commercial activity.

The characteristics of the products and the related prices are described for every page, from which reference is made to the firm order. Once the product has been sent to the cart, and the firm order has been placed, the customer agrees with the product specifications and price. 

In-order to purchase the products present on, the consumer will place the order online and by making the payment via various modes: bank card or cash on delivery.

The placed order must be completed and confirmed by email for the purchased products to be delivered.

The order details and the electronic purchase invoice will be sent by email after the order is completed and will remain in the order history of the account from which the order was placed (if the Customer had an active account and was logged in to the active account when placing the order).


Once the order is placed and completed, the buyer confirms that the data provided is correct and complete so that delivery is made under normal conditions.

If you have placed an order and wish to cancel it, this can only be done within 30 minutes of placing your order by contacting us at:


WhatsApp number: +971-50-175-05757 (Sunday - Thursday between 9 am - 6 pm)

 Email: (Subject: Cancel Order)


The order will be canceled only after receiving the confirmation of the cancellation of the order by email.


C- Order processing

After placing the order, an automatic ordering email will be sent. Depending on availability in stock, the products are delivered within 3-4 working days. In exceptional cases, if the delivery is delayed, you will be notified by telephone by the representative of Onwan Al Otoor Trading L.L.C about the status of your order.


D- Delivery

All ordered products with Onwan Al Otoor Trading L.L.C come with a local delivery fee depend to which area, and will be free for orders value up to AED 300/-.

When sending the order, you will receive a confirmation by email or WhatsApp message containing details about the delivery and the package.

If you are not available at the time of delivery, you will receive a notification by phone or SMS. If the courier fails to deliver the products, the order will be returned to the sender. We recommend that you contact us by phone in a timely manner to discuss the delivery situation. 


E- Methods of payment

  • In cash

Upon delivery, the payment will be made to the courier, and you will receive a receipt certifying the payment in cash.

  • Bank Transfer

Upon delivery, the payment can be made throughout bank transfer to our company bank account, client must share the transfer receipt copy to assure the transfer. 

  • Debit / credit card

Payment will be made online, in a secure system, when the order is completed. Ensuring the protection of transactions, the transmission of your confidential data is done directly through the secure payment processor. If the transaction is authorized, the payment is made immediately, and the purchased products will be delivered by courier.

Online payments will be made through Stripe mobilpay.


F- Return policy

You have the right to withdraw from this contract, without specifying the reasons, within 07 calendar days from the date you took physical possession of the products or the last product if the order was delivered in several stages by the seller.

In order to exercise your right of withdrawal, you must send us a written declaration by email to the addresses indicated in the Contact section along with a completed withdrawal form, which can be completed here. This form is a template and is not required.

By completing this form, scanned and sent to (Subject: Returned Item), the customer agrees that the returned product or products are in perfect working condition, the packaging is sealed with the hologram seal intact, the bottle has not been opened and has not been consumed or changed the composition of the product.

Once your request is received, your return request will begin to be resolved, and you will be contacted by phone to discuss further steps to follow.

The return of the products must be made in a package that protects them from any kind of deterioration during transport.


We reserve the right to refuse damaged packages or products that show signs of wear.

You can return the ordered products within 07 calendar days of receiving the package. The product cannot be returned if the product has been unsealed. (Each product comes with a hologram seal. Once this seal is broken, the product will not be returned.)


Products can be accepted for return if:

- You have received a product other than the one ordered, specified in the order and invoice. It must be returned sealed, unused, as received.

- The perfume is leaking due to a valve defect. The product must be returned sealed, unused, as received.

- The container is not full or shows signs of use, although it is sealed. The product must be returned sealed, as received.

- The product has expired (the date of manufacture is specified on the packaging, the shelf life being 24 months in a sealed system or 12 months from the time of first use). The product must be returned sealed, unused, as received.

- If you received a broken vial due to shipping (please ask the courier to open the collection on arrival. If you find at that time that the product has been damaged due to shipping, you can refuse the package and return the product)

- If the product received does not have the front and back labels, the name, and description of the product mentioned on it. The product must be returned sealed, unused, as received.

- You can return the products only in the condition in which they were delivered (sealed), filling in the return form (can be filled in here) and sending it scanned to (Subject: Returned Item), mentioning the order number and the reason you want to do this return. This form is a template and is not required.


We recommend that you read the return policy as described in the Terms and Conditions section. After you receive the confirmation of the approval of the return request by email, you will have to contact us to schedule the collection of your package, which will be sent to Onwan Al Otoor Trading L.L.C – Store NW-55, Souk Al Marfaa, Deira Islands, Dubai. Shipping costs will be borne by you. After we receive the package with the returned product, we will initiate the return procedure and contact you for a refund or delivery of a new product.


Amicable conciliation of complaints:

If you have problems with an order, which do not seem to be resolved by WhatsApp or email or with the person you are talking to, you can reach us at


G- Warranty and claims

When the order is delivered to the customers, we recommend that they open the package in front of the courier and check if the product is ordered and if the product is intact, with the hologram seal attached (security seal). If the product is damaged, you have the right to refuse the order and return the product to the courier without paying the return costs.

The product will only be accepted for return if it has not been unsealed. If the payment with the card was made at the time of placing the order, the customer will be refunded the value of the product in a bank account, after refusing the order, and the product returned to Onwan Al Otoor Trading L.L.C.

The notification by email to (Subject: Return Item) must contain the description of the claimed defect and a copy of the invoice. The acceptance of the return will be sent by email to the client after the notification has been received and analyzed.


H- Prices

All prices excluding VAT and are final. Prices are those from the date of ordering the products, regardless of any subsequent changes in prices. The pictures of the products are for presentation purposes.


I- Protection of personal data

The personal data you enter when you create your personal account, sign up to receive the newsletter, or place an order will not be communicated to third parties without your prior consent.

Any person who visits the site and provides personal data or information to the company, Onwan Al Otoor Trading L.L.C, expressly and unequivocally agrees to the following:

Allow Onwan Al Otoor Trading L.L.C to send newsletters about the latest news on the site and product recommendations and promotions by email or WhatsApp. 

You have the following rights: the right to information, the right to access, the right to intervene, the right to oppose, the right not to be subjected to an individual decision, and the right to go to court. To exercise these rights, you can contact us through the "Contact" section of the site.

In order to adapt the information communicated according to your behavior and preferences and to offer you the best and personalized experience, it is possible to analyze and combine your personal data, which could involve obtaining prior approval or confirmation and/or additional information from you.


J- Copyright

The content of this website (texts, scripts, images, graphics, web graphics, databases, and any other data) is the property of Onwan Al Otoor Trading L.L.C; therefore, using these properties for commercial purposes, including but not limited to reproduction or distribution, copying, downloading of files on any network, is strictly prohibited without the written permission of the owner. 

This website may contain documents, images, information, or other materials that are not the property of Onwan Al Otoor Trading L.L.C. Properties of other third parties may include photographs, clip art, or names, emblems, logos, and other trademarks of third parties. For any notification related to copyright, you can send an email to: (Subject: Copy Right).


K- Litigation

By using the site (visiting or buying the services offered by it), the user agrees to the above-mentioned "Terms and Conditions". Any dispute of any kind that may arise between the user and the company Onwan Al Otoor Trading L.L.C will be resolved amicably. If this is not possible, the conflict will be resolved in court, in accordance with the United Arab Emirates laws in force.


L- Final provisions

Onwan Al Otoor Trading L.L.C reserves the right to make any changes to these provisions, as well as any changes to the site and its structure, including changes that may affect the site, without prior notice. Onwan Al Otoor Trading L.L.C cannot be held responsible for any errors on the site for any reason, including due to changes, settings, etc., which are not made by the site administrator and are not responsible for the content, quality, or nature of other sites that can be reached through links on the site , regardless of the nature of these links. For those sites, the responsibility lies entirely with their owners.