Terms & Conditions

Terms and Conditions

Welcome to Afsennah

By using our website, www.afsennah.com, and placing an order, you agree to be bound by the following Terms and Conditions ("Terms"). These Terms apply to all visitors, users, and customers. Please take the time to carefully review these Terms before using our site or placing an order.

1. Acceptance of Terms

By accessing or using www.afsennah.com and purchasing our products, you agree to comply with and be bound by these Terms and Conditions. This agreement is between you, the user ("user", "visitor", "you", "your") and AFSENNAH LLC(UAE, Dubai). All services, products, payment processing, and shipping are managed and maintained by our fulfillment partner NOR NAVA BV (Netherlands, EU).

If you do not agree with any part of these Terms, please do not use our services or place any orders. If you do place an order you automatically agree with all our terms and conditions.

2. Privacy Policy

We are committed to protecting your privacy. Please refer to our Privacy Policy for details on how we collect, use, and protect your information. By using our website, you consent to our privacy practices as outlined in the policy.

3. Products and Services

AFSENNAH LLC provides custom-made and ready-to-ship haircare products designed specifically for your individual hair and scalp needs. Once you complete the online consultation (available at the product page, before check out), our certified Advanced Trichologist will select the appropriate formulation for you based on the information you provide.

Custom Products: Once an order is placed for a custom product and the online consultation is submitted, the order cannot be canceled or refunded. Please ensure all information provided in the consultation is accurate as no free replacements will be given for incorrect formulations due to inaccurate information.
Ingredient List: Each product includes an ingredient list, which can be found underneath the product tube. If you have known allergies, it is your responsibility to read the ingredient list and consult with your doctor if necessary.
Online Consultation (Old Process): If a customer fails to submit the Online Consultation (previous method via link) within 3 months, and has already received a final reminder, we will proceed with a formulation designed for normal/balanced hair and scalp. Should the customer wish to change this to a fully customized blend, they will be responsible for covering the additional shipping costs (both returning the original order and shipping the new one). Please note, cancellations or refunds are not possible in this case.

For custom formulations that require additional preparation, a 7-day infusion period may apply before shipping, and you will be informed if this is the case.

4. Order Cancellation and Refund Policy

Results Guarantee: We do not offer a money-back guarantee, as we cannot confirm whether products have been used correctly, consistently, or if the consultation answers provided were accurate for creating the optimal formulation. For the best results, we recommend using the products 2-3 times a week for a minimum of 3-6 months.
To help track your progress, we encourage you to take timestamped photos and email them to us at customerservice@afsennah.com as you go. This allows us to provide additional support and monitor your journey. If, after 6 months, results are not as expected, we’ll gladly work with you to find a solution. However, refunds are not available in these cases but we will help wherever we can!
Custom products may be canceled and refunded if they remain unopened and sealed. Once opened or unsealed, a refund is no longer possible. Return shipping costs for custom items are the responsibility of the customer. Refunds will be processed once we receive and verify that the product is unopened and sealed.
Non-Custom Products: Unopened and sealed non-custom products may be returned within 7 days. Return shipping costs are the responsibility of the customer. Refunds will be processed once we receive and verify that the product is unopened and sealed.
Accessories: Refunds are available for unopened and sealed accessories returned within 7 days. Return shipping costs are the responsibility of the customer. Refunds will be processed once we receive and verify that the accessory is unopened and sealed.

5. Delivery Policy

If a delivery attempt is unsuccessful due to the recipient not being available to receive the package or failure to pick it up within the allotted time, refunds will not be issued. In such cases, the order may be returned to us, and we can reship the product, but the customer will be responsible for paying the additional shipping costs, which include the cost of returning the package to us and reshipping it to the correct address. Please contact customerservice@afsennah.com to arrange for the additional shipping payment and further assistance.

6. Missing or Damaged Items

If your package arrives partially opened or with missing items, you must take pictures of the package, including the shipping box and its condition, and email the images to customerservice@afsennah.com. This documentation is essential for us to investigate the issue with our shipping partners. Without photographic evidence, we will not be able to proceed with an investigation or provide replacements.

7. Online Consultations & Accountability

By submitting the online consultation, you agree to provide accurate information about your hair and scalp needs. AFSENNAH LLC is not responsible for any adverse reactions due to undisclosed allergies or incorrect information provided during the consultation. No refunds or product replacements will be offered in such cases. If unsure about allergies, we highly recommend doing a patch test and consulting with your healthcare provider.

8. Refund and Dispute Policy

Refunds are not available for custom-made products. If you encounter any issues, we encourage you to contact us first for resolution. By agreeing to these Terms, you agree not to initiate disputes through payment processors without first attempting to resolve the issue directly with us.

9. Intellectual Property

All content on our website, including but not limited to images, text, graphics, and logos, are the property of AFSENNAH LLC and are protected under copyright and intellectual property laws. Unauthorized use or reproduction of any content is strictly prohibited.

10. Governing Law and Jurisdiction

These Terms and Conditions are governed by and interpreted in accordance with the laws of the United Arab Emirates (UAE). Any disputes or legal actions related to these Terms or your use of the website and services must be brought exclusively before the courts of the UAE. AFSENNAH LLC is not responsible for complying with the legal requirements of other countries, and we cannot be held liable for any legal disputes arising outside the UAE.

11. Modifications to Terms

We reserve the right to modify these Terms at any time. Any changes will be posted on this page, and continued use of our website following the posting of such changes signifies your acceptance of the new Terms.

12. Contact Information

If you have any questions or need assistance, feel free to reach out to us at:
AFSENNAH LLC
Ibn Battuta Gate Building - 11th Floor - Jebel Ali Village
Dubai, UAE
customerservice@afsennah.com

NOR NAVA BV (EU Facility Center and RP)
Grote Esch 620
2841MJ Moordrecht, The Netherlands

These General Terms and Conditions were last amended on August 16, 2024.