Return and refund policy

At Almas Perfumes Canada, we work hard to provide a transparent and fair policy that protects both our customers and our business. Please read the following carefully before placing your order.

1. Return Policy

Because perfumes, air fresheners, and bakhoor are classified as Dangerous Goods (DG), we cannot accept returns of:

  • Opened, used, or unsealed products

  • Products with broken packaging or removed caps/seals

  • Any international order (DG shipments cannot legally return to Canada)

Returns are only possible when:

  • The product is unused, unopened, and completely sealed

  • The request is made within 3 business days of delivery

  • The product is not excluded by DG regulations

2. Refund Policy (Canada Only, Limited Eligibility)

Refunds may only be issued when:

  • The product is sealed and unused

  • The item arrived damaged AND the customer provides the required evidence for the courier insurance claim

  • The order is lost and officially declared “lost” by the carrier

Refunds are always issued back to the original payment method after the courier approves the claim.

Refunds cannot be issued for:

  • Opened or used products

  • Missing evidence required for a damage claim

  • Customer error (wrong address, missed delivery, customs non-compliance)

  • International orders (non-refundable under DG shipping laws)

3. Damaged Items Policy (Insurance Evidence Required)

Every domestic or international shipment is insured by the shipping courier, not by Almas Perfumes Canada.


To be eligible for a damage refund, the insurance company requires mandatory evidence:

Customers must provide:

  1. Photos of the outer box showing all sides and the shipping label

  2. Photos of the inner packaging

  3. Clear photos of all damaged items

  4. Group photo of all items received

  5. Video of the unboxing (highly preferred; if missing, strong photographic proof is required)

  6. Written description of each defect

If evidence is incomplete, unclear, or missing, the courier will reject the insurance claim, and we cannot issue a refund.

This requirement is set by the carrier, not by Almas Perfumes Canada.

4. Lost Packages & 21-Day No-Movement Rule

A shipment can only be declared “lost” when:

  • There is no movement for 21 consecutive days

  • The carrier confirms the exception/loss by official scan

Once declared lost:

  • The shipment becomes eligible for an insurance claim

  • A full refund is issued after claim approval

Packages showing movement, customs processing, or handover scans are not considered lost.

5. Stolen or Misdelivered Packages

Almas Perfumes Canada is not responsible for:

  • Packages marked “delivered” but not received

  • Stolen packages

  • Incorrect or incomplete addresses entered by the customer

  • Customs refusal due to missing customer documentation

Customers must contact their local post office immediately for investigations.

6. Customs Delays & Responsibilities

All international deliveries must pass through:

  • The European postal network

  • Local customs

  • Local post offices (e.g., Poste Italiane, La Poste, Bpost)

We cannot influence customs speed, inspections, or decisions.
Customers are responsible for responding to customs notifications when required.

7. Cancellation Policy

Orders may be cancelled only if:

  • They have not been processed or shipped

Once shipped, an order cannot be cancelled and falls under the rules above.