Refund policy

Elyon Dubai — Client Care & Refund Policy

Elyon Dubai transforms every creation into more than just a fragrance; it becomes a legacy. Each bottle is handmade in Dubai, composed at 40% oil concentration, and aged for 35 months in our private fragrance vaults. Because of this rare craftsmanship, Elyon perfumes are legally classified as Dangerous Goods (DG) and shipped exclusively via DHL Express VIP routes. This ensures safety and integrity but also means that once a bottle leaves Dubai, it cannot legally be returned or resold.

What matters most is this: with Elyon, your trust is never at risk.

Our Promise

If your order arrives damaged, incomplete, or incorrect

We will immediately prepare a replacement and send it with priority via DHL Express at our expense.

If your package is delayed or held in customs

Our team will intervene directly until your order is released and delivered. You will never be left without support.

If your country applies import duties or taxes

Although these charges are imposed locally and do not reach us, Elyon will credit you the same amount in store credit. This gesture ensures that your experience remains whole and your investment retains its full value.

If customs duties are refused

In rare cases where a client declines to pay customs fees and the package is returned, Elyon cannot assume responsibility for the resulting loss. Each return of this nature costs us approximately $100 in unrecoverable charges. To protect the integrity of our service and keep your costs minimal, please note that such losses will not be covered by Elyon.

If you ever feel uncertain

We will work personally with you until you are satisfied through store credit, replacements, or additional gestures of goodwill.

What This Means For You

Your purchase is protected from start to finish.
You will never lose value; if any issue arises, the full worth of your investment remains with you.
Even local customs duties, which most brands place entirely on the client, are returned to you by Elyon as a mark of our gratitude.
Every message is answered personally, never with automation. Why Elyon Is Different
Most brands rely on strict policies to shield themselves.
Elyon exists to protect you.
We absorb the majority of DHL Dangerous Goods costs so that you only pay a fraction.
We return your customs fees as credit, even though they are not paid to us.
We treat each collector as part of our inner circle, not as a transaction.

Cashback & Store Credit Policy

For products that include a "Cashback" offer (such as the Experience Box), please note that this is not a cash refund. The cashback amount is provided as Store Credit only.

How it works:

You will receive the cashback amount as a credit coupon or voucher.
You can use this credit to pay for your next purchase on our website.
This credit cannot be exchanged for real money or transferred to a bank account.

Order Processing & Cancellation Policy

Once an order is placed on elyondubai.com, it immediately enters secure processing within our private fulfilment system.

Due to the nature of our products, all Elyon fragrances are classified as Dangerous Goods (DG) under international air transport regulations. This classification requires advanced handling, documentation, and allocation of regulated shipping capacity with DHL Express.

For this reason, orders cannot be cancelled, modified, or refunded once they have been successfully submitted.

Important clarification:

Orders begin preparation immediately after confirmation
DG shipping allocations and compliance steps are reserved at the time of order
These processes cannot be reversed once initiated, even if a shipment confirmation has not yet been issued

This policy exists to ensure regulatory compliance, product integrity, and fair access to limited production inventory.

Customs, Duties, Taxes & International Shipping Liability

1. Customs Duties & Taxes Responsibility

All international orders may be subject to customs duties, import taxes, VAT, brokerage fees, or other charges imposed by the destination country’s customs authorities.

These charges are not included in the product price or shipping cost and are the sole responsibility of the customer.

Elyon Dubai has no control over these charges and does not determine their amount or applicability.

2. Refusal or Non-Payment of Customs Fees

If a customer refuses to pay, fails to pay, or does not respond to customs or courier requests for customs duties, taxes, or clearance information, the shipment may be held, returned, seized, abandoned, or destroyed by customs authorities.

Such actions are considered a customer-initiated failure to receive the order.

3. No Refunds for Customs-Related Issues

Orders that are delayed, returned, seized, abandoned, or destroyed due to unpaid customs duties, refusal to accept delivery, or non-cooperation with customs authorities are not eligible for refunds, replacements, store credit, or chargeback reversals.

Destruction or disposal of goods by customs authorities due to unpaid duties or refusal of delivery does not constitute merchant non-delivery.

4. Loss of Refund Rights

By placing an international order, the customer expressly agrees that:

Failure to pay customs duties or taxes voids all refund rights
Elyon Dubai bears no liability for customs seizures, destruction, or disposal
The order is deemed successfully fulfilled once handed over to the international carrier

5. Chargebacks & Payment Disputes

Customers agree not to file chargebacks or payment disputes for orders affected by customs duties, taxes, refusal of delivery, or destruction by customs authorities.

In the event of a chargeback, Elyon Dubai will submit evidence, including shipping records, carrier documentation, and customer acknowledgement of these terms.

Unwarranted chargebacks may result in:

Permanent account suspension
Refusal of future orders
Legal recovery of losses where permitted by law

6. Mandatory Customer Acknowledgement

By completing checkout, the customer explicitly acknowledges and agrees that:

International orders may be subject to customs duties and taxes
These fees are the customer’s responsibility
Failure to pay may result in destruction of the shipment without refund
Customs-related destruction is not the merchant's fault.

This acknowledgement is binding and enforceable to the maximum extent permitted by applicable law.

30-Day Money-Back Guarantee — Satisfaction & Resolution Policy

At Elyon Dubai, we proudly offer a 30-day money-back guarantee as a reflection of our confidence in the craftsmanship, rarity, and quality of every fragrance we create. Each bottle is produced in limited quantities, aged for 35 months, and blended at 40% oil concentration to ensure an exceptional luxury experience.

Due to the exclusive and personal nature of fine fragrances, this guarantee does not constitute an automatic full cash refund once a product has been opened or used.

We understand that fragrance is deeply personal and can evolve differently on individual skin chemistry.

If a client feels that their selection does not fully align with their expectations, we invite them to contact our private client team within 30 days of delivery. After reviewing the case, Elyon Dubai may offer a discretionary partial store credit or partial refund as a gesture of goodwill.

Any credit or refund amount is determined individually based on product condition, usage level, packaging condition, and order history.

Products that are excessively used, damaged, or returned without original packaging may not qualify.

This ensures fairness for both our clients and the integrity of our limited collections.

Our priority is always to leave our clients satisfied while protecting the exclusivity and value of Elyon Dubai.

The Elyon Standard

When you hold an Elyon bottle, you hold:

Oils aged for 35 months.
A concentration of 40%.
Rare oud, resins, florals, and woods selected with reverence.
A creation born of four years of uncompromising artistry.
And if for any reason your experience is less than extraordinary, know this: we will not stop until you are entirely satisfied.

Free Sample Expectations

Free samples are part of our VIP checkout experience and are only offered when an order is placed. The pop-up form on our website simply invites visitors to sign up so we can share any available offers or gifts in more detail via email. It does not guarantee a free sample without a purchase.

The Elyon Difference

To own Elyon is to enter a world of security, exclusivity, and care.

It is not a purchase. It is a membership to a house built on trust, passion, and permanence.

With Elyon, you are never at risk. You are always valued.

And you are forever part of our family.