Refund policy

REFUND & RETURN POLICY

Durance GCC – Exclusively Operated by Ali Al Mulla Group
Effective date: October 23, 2025

We take pride in delivering premium French‑crafted products with care, speed, and integrity. This policy explains when returns are accepted, how refunds are processed, and how service cancellations work.

1) DELIVERY TIMELINE (REFERENCE)

All orders are processed and shipped within 1 to 5 business days across the GCC. You will receive tracking details once your order has been dispatched. See our Delivery & Shipping Policy for details.

2) RETURN & REFUND ELIGIBILITY (PRODUCTS)

We offer a 30‑day return window from the date of delivery. To qualify for a return:

  • Items must be unused, unopened, and in original packaging.

  • All original tags and proof of purchase must be included.

  • The product must be in resellable condition.

Items damaged due to customer handling, or returned without prior authorization, are not eligible for refund.

3) HOW TO INITIATE A RETURN

  1. Email durance@alialmullagroup.ae with your order number and reason for return.

  2. Once approved, we will send you return shipping details and instructions.

  3. Ship the item(s) to the official return address provided in the approval message.

Note: Items returned without prior approval will not be accepted.

4) DAMAGED OR INCORRECT ITEMS

If your item arrives damaged, defective, or incorrect, notify us within 48 hours of delivery. Include clear photos and your order number. Once verified, we will arrange a free replacement or issue a refund (subject to availability).

5) NON‑RETURNABLE ITEMS

The following products are not eligible for return:

  • Sale or clearance items

  • Gift cards

  • Personal care products (e.g., opened perfumes, mists, soaps)

  • Customized or personalized orders

  • Used home fragrances (candles, diffusers, room sprays)

If you’re unsure whether your item qualifies, contact durance@alialmullagroup.ae prior to returning.

6) EXCHANGE POLICY

If you wish to exchange a product, please process a return first. Once your refund is completed, you may place a new order for the desired item.

7) REFUND PROCESS (PRODUCT RETURNS)

Once we receive and inspect your return:

  • You’ll be notified by email of the approval or rejection of your refund.

  • If approved, a refund will be processed to your original payment method within 10 business days.

  • Actual posting time depends on your bank or card issuer. Card refunds may take up to 45 days to appear depending on your issuing bank’s processing times.

If 15 business days pass after our approval email and you do not see the refund, contact us at durance@alialmullagroup.ae.

8) CANCELLATION POLICY (SERVICES)

This section applies to services requested through our website or customer care (for example: paid gift‑wrapping appointments, personalization/engraving sessions, in‑store experiences, consultation bookings, event services).

  • Cancellation Window: Customers may cancel their order/requested services within 24 hours of placing the request.

  • Refund Method & Timing: Refunds will be made back to the same payment solution used initially by the customer. Please allow up to 45 days for the refund transfer to be completed by the issuing bank/payment processor.

  • After the Window / Service Already Rendered: Requests received after 24 hours or after any portion of the service has been performed or scheduled resources have been committed may be ineligible for cancellation or may incur a cancellation fee (covering committed materials, labor, or third‑party charges).

  • Rescheduling: Where possible, we will offer a one‑time reschedule (subject to availability) as an alternative to cancellation.

No‑Cancellation Services: If a particular service is strictly non‑cancellable, this will be clearly communicated on the service page and at checkout before you complete your purchase. We do this to prevent misunderstandings and disputes.

9) ORDER CANCELLATION (PRODUCTS BEFORE DISPATCH)

  • You may cancel a product order before dispatch for a full refund to your original payment method.

  • Once an order is dispatched, standard return rules apply (see Sections 2 & 7).

10) CONTACT

Customer Care: durance@alialmullagroup.ae
Operator: Ali Al Mulla Group, Etihad Towers, Abu Dhabi, UAE
T.: +971 2 444 4426 | F.: +971 2 444 4439
P.O. Box: 39961, Abu Dhabi, UAE

DuranceGCC.com – Operated Exclusively by Ali Al Mulla Group
Committed to excellence, trust, and customer satisfaction across the GCC.