Refund policy

RETURN AND REFUND POLICY

Last updated: 31 August 2026

Chenuza.com is managed and operated by Chenarabia LLC, United Arab Emirates.

We want our customers to be satisfied with their purchases. Please read the following return, replacement, cancellation, and refund conditions carefully.

1. RETURN ELIGIBILITY

You may request a return within 7 days from the date of delivery if:

* You received the wrong product.
* The product arrived damaged or defective.
* The product is significantly different from its description on Chenuza.com.

The item must be unused, unopened, and returned in its original packaging with all labels, seals, accessories, and proof of purchase.

2. PERFUMES, COSMETICS AND PERSONAL-USE PRODUCTS

For hygiene and safety reasons, perfumes, cosmetics, personal-care products, and sealed products cannot be returned or exchanged after their packaging or seal has been opened, except when the item is damaged, defective, incorrect, or otherwise required by applicable UAE law.

Personal preference regarding fragrance, scent, longevity, or suitability is not considered a product defect.

3. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order immediately after delivery. If your order is damaged, defective, incomplete, or incorrect, contact us within 24 hours of receiving it.

Please provide:

* Your order number
* Photos or a clear unboxing video
* A description of the issue
* Your name and contact number

After verification, we may offer a replacement, exchange, or refund, depending on the circumstances.

4. CHANGE-OF-MIND RETURNS

Change-of-mind returns may be accepted only when the product is unopened, unused, in resalable condition, and returned with its original packaging.

The customer is responsible for return shipping charges for approved change-of-mind returns. Original delivery charges are non-refundable unless the product received was defective, damaged, or incorrect.

5. CANCELLATIONS

Orders may be cancelled before they are packed or dispatched. Once an order has been dispatched, cancellation may not be possible, and applicable delivery or return charges may be deducted from the refund.

Refusing a confirmed Cash on Delivery order after dispatch may result in delivery and return charges being applied.

6. RETURN PROCESS

Do not send any item back without receiving return approval from our customer-support team.

To request a return:

* Contact Chenuza customer support.
* Provide your order number and the reason for the return.
* Wait for return approval and return instructions.
* Pack the item securely in its original packaging.

Items returned without prior approval may not be accepted.

7. REFUNDS

Once the returned item is received and inspected, we will notify you whether the refund has been approved or rejected.

Approved refunds will normally be processed within 7–14 business days.

* Online payment refunds will normally be returned to the original payment method.
* Cash on Delivery refunds may be processed by bank transfer or another agreed method.
* Processing time may vary depending on the bank or payment provider.

Shipping charges and Cash on Delivery fees are non-refundable unless the return is due to our error or a damaged, defective, or incorrect product.

8. NON-RETURNABLE ITEMS

The following items are generally not eligible for return:

* Opened or used perfumes and cosmetics
* Products with broken or removed seals
* Personal-care or hygiene products that have been opened
* Gift cards
* Clearance or final-sale items, unless defective
* Items damaged through misuse, improper storage, or normal wear and tear
* Items returned without their original packaging or proof of purchase

9. CONTACT US

For return, replacement, cancellation, or refund assistance, contact:

Chenuza.com
Managed and operated by Chenarabia LLC
United Arab Emirates
WhatsApp: +971 52 584 3277
Website: https://chenuza.com

This policy does not limit any mandatory consumer rights available under applicable laws of the United Arab Emirates.