EXCHANGE AND RETURNS POLICY
To guarantee a successful and smooth delivery you must provide us with a precise and clear delivery address. The delivery address must contain building, villa or flat number, street name, town, city, landmark note, postal code, and must contain valid telephone/mobile number and full contact name(s) according to the form provided.
The delivery is normally door-to-door, but there may be some occurrences where it is not possible due to courier company limitation or local laws. We, and our courier partner, reserve the right not to handover products to a person under the age of 18 at the time of the delivery. Customer, after receiving his delivered order, should sign its related proof of delivery.
Accepting shipment from shipping company declares that the shipment (carton) is in good condition and it is sealed upon receiving.
Return and exchange can only be done through requesting online. The return and exchange period is calculated from the date of delivery and you must have the invoice that arrived with the shipment.
The product(s) can be exchanged within 5 business days from the date of delivery, but for product(s) that are acquired with discount coupons or offers can be exchanged only within 3 business days from the date of the delivery. All products must be returned to us, unused and, in good condition, in their original box and packaging, along with the original receipt of the invoice. Except for products with a manufacturer defect where replacement and return are made even if opened.
Once we have received and inspected the returned product(s), you may exchange your product(s) with any other product(s) of the same value or lower value, in which case any excess will be refunded to you; Or higher value, in which case you will have to pay the price difference at the time of the exchange. The exchange fee is on the customer, unless the exchange is due to a manufacturer defect where in that case the exchange fee is on us. The amount of the exchange will be specified when product(s) exchange is issued. We will not accept any exchange for product(s) if the original packaging has been opened and if the product(s) listed in the section Products that can’t be returned or exchanged.
If you receive a wrong product which is damaged or defective, you may return the products to us. You can return the product with no additional refund fees. Whereas, if you simply wish to return your product(s) for any reason, the customer must pay the return fee which will be specified when a return request is approved. All products must be returned to us, unused and, in good condition and in their original box and packaging, along with the original invoice, within 3 business days from the date of delivery. We will not accept any returns for product(s) if the original packaging has been opened and the product(s) listed in the section Products that can’t be returned or exchanged.
We fully understand that sometimes you might change your mind regarding your purchase. If you change your mind before your order is processed, just login to your account and go to orders tab and find your order and click on cancel and your order will be cancelled that is if your order has not yet been processed. If your order has already been processed, such cancelation will be treated as a return. Please refer to our Return policy section for more detail. In all circumstances, you can always contact our Customer Service who will be happy to assist you.
In case of cash on delivery requests, if the customer repeated cancellation requests or non-receipt of the order from the delivery company without any reason, the company reserves the right to cancel the option of cash on delivery to this customer.
Products purchased through vouchers, credit cards, or any Electronic payments cannot be refunded in cash. Refunds might take from 1 to 21 working days.
PRODUCTS THAT CAN’T BE RETURNED OR EXCHANGED
- Khashab al-oud natural and artificial.
- Duhun al-oud
- Natural flower
- Scented creams and scented powder products
- Opened packaging of concentrated perfume oil