Refunds, returns & cancellations
Last updated 28 September 2026
We would rather you were happy than keep your money. If the oil is not for you, here is exactly how to send it back.
Cancelling before dispatch
Message us on WhatsApp or email with your order number and we will cancel it, at no cost, at any point before the parcel leaves us. Card payments are refunded in full to the original card. Cash-on-delivery orders simply will not be dispatched.
Returns after delivery
- Unopened bottles: return within 14 days of delivery for a full refund of the item price.
- Opened bottles: we cannot resell a cosmetic once its seal is broken, so opened bottles are not returnable unless the product is faulty or the wrong item was sent.
- Faulty, damaged or wrong item: tell us within 7 days of delivery and send a photograph. We pay the return shipping and either replace the order or refund it in full, whichever you prefer.
- Reaction to the product: if you have had a skin reaction, stop using it and contact us. We will refund you even if the bottle is open. Please patch-test first — it is in the instructions for this reason.
How to start a return
- Message +923138600999 or email info@sfiva.ae with your order number.
- We reply with the return address for your country and a reference to write on the parcel.
- Post it back. Keep your proof of postage.
- We refund within 5–10 working days of the parcel arriving.
Who pays the return postage
| Reason | Return postage | Refund |
|---|---|---|
| Changed your mind, unopened | You | Item price |
| Faulty or damaged | Us | Item price and original delivery |
| Wrong item sent | Us | Full amount |
| Never arrived | — | Full amount or a replacement |
Refused cash-on-delivery parcels
If you place a cash-on-delivery order and then refuse the parcel at the door without cancelling first, the courier charges us for the round trip. We may ask you to cover that cost before we accept a future cash-on-delivery order. Cancelling in advance costs you nothing, so please just message us.
How refunds reach you
Card payments go back to the same card through Stripe and usually appear within 5–10 working days, depending on your bank. Cash-on-delivery refunds are sent by bank transfer or mobile wallet — we will ask for the details you prefer.
SFIVA GENERAL TRADING L.L.C-FZ · Meydan Free Zone, Meydan Grandstand, 6th Floor, Nad Al Sheba, Dubai, UAE · info@sfiva.ae