Return and Exchange Policy

Return and Exchange Policy:


  1. Without prejudice to any applicable legal warranties or provisions, the consumer has the right to request a return or exchange of a product purchased from the store within seven (7) days from the date of receipt. The consumer does not have the right to exercise the return or exchange after this period has expired.
  2. To be eligible for return or exchange, the product must be in its original condition, unused, sealed in its original packaging, and the consumer must not have benefited from it. The store has the right to inspect the product before accepting the return or exchange request. If manufacturing defects or errors are found, compensation will be provided according to the applicable regulations.
  3. The consumer bears the shipping costs for the return or exchange process, estimated at thirty (30) SAR. If a manufacturing defect or damage is confirmed, the store will cover all shipping costs related to the return or exchange.
  4. Free shipping costs will be calculated in cases of return or exchange if this service was included in the original order conditions.
  5. For orders paid through installment systems (such as “Tabby,” “Tamara,” or “Madafoo”), refunds will be processed through the same systems used.
  6. Refunds for payments made via electronic payment methods like “Mada” or credit cards will be processed within a period ranging from seven (7) to fourteen (14) days from the date of approval of the return request.
  7. Returns or exchanges for offers and bundles are accepted only when returned in full, including all products included in the offer or bundle, in their original condition, unopened, unused, and with intact packaging. Partial returns or exchanges of any part of the offer or bundle are not accepted under any circumstances.


Exceptions to Return and Exchange:

  1. The consumer is not entitled to return or exchange a product manufactured according to their specific specifications unless there is a manufacturing defect or non-compliance with the required specifications.
  2. If any defect appears due to misuse or improper handling by the consumer, the consumer has no right to return or exchange.
  3. For public safety reasons, natural oud oils, natural oud wood, oud powder, and incense materials are non-returnable and non-exchangeable.
  4. Custom-made products, including samples, are not eligible for return or exchange.
  5. International orders cannot be returned or exchanged under any circumstances.



Note:

If the shipment is not received by the consumer, shipping fees will be charged. If the consumer wishes to have the order reshipped, additional shipping fees will apply.