Consumer rights and obligations
In accordance with Al-Khodair Company for Rare and Luxurious Oud's commitment to the regulations of the Ministry of Commerce and the e-commerce system in the Kingdom of Saudi Arabia, we clarify below the rights and duties of the customer, and the store's obligations towards the consumer:
First: Customer rights
1- Obtaining a product that matches the specifications displayed in the store.
2- Obtain an official, certified tax invoice after completing the purchase.
3- The right to exchange and return according to the store's approved policy.
4- Protecting personal data and not sharing it with any third party except when necessary to complete the order (such as shipping companies).
5- Contacting customer service and receiving a response to inquiries and complaints within 24 working hours.
6- Clearly understand the payment, shipping and return terms before completing the order.
7- Full refund if the order is cancelled by the store for any reason.
8- Obtaining accurate information about the products (ingredients, quantity).
9- Submit a formal complaint in case of dissatisfaction, through the store's channels or through the "Commercial Complaint" platform of the Ministry of Commerce.
Second: Customer duties
1- Provide correct and complete data when registering the application (name, mobile, detailed address, email).
2- Review the product upon receipt and ensure its safety and conformity to the order.
3- Report any damage or shortage immediately within 48 hours of receipt.
4- Adherence to the exchange and return terms announced in the store.
5- Communicate with the store in a polite and appropriate manner through official communication channels.
6- Do not use false personal data or illegal payment methods.
7- Check the address and details before confirming the order to avoid any delays.
Third: The store's obligations towards the customer
1- Guaranteeing the quality and authenticity of all products offered in the store.
2- Commitment to the announced delivery period and notification in case of any potential delay.
3- Responding to customer inquiries and complaints within 24 working hours.
4- Maintaining the confidentiality of customer data in accordance with the Saudi Personal Data Protection Law (PDPL).
5- Providing secure payment methods approved by the Saudi Central Bank.
6- Full disclosure of any additional fees (shipping, taxes) before completing the payment process.
7- Providing professional after-sales service in accordance with the exchange and return policy.
Fourth: Submitting complaints
If you are dissatisfied with any service, you can contact us via:
• Unified WhatsApp number: 920034830
• Email: [[email protected]]
If a solution cannot be reached, the customer has the right to file a complaint with the Ministry of Commerce via:
• The "Commercial Report" application or the mc.gov.sa website
• Ministry of Commerce unified number: 1900
Fifth: Systematic Reference
All transactions of the store are subject to the regulations of the Kingdom of Saudi Arabia, including:
• The e-commerce system and its implementing regulations.
• Consumer protection system.
• Personal Data Protection System (PDPL).
• Electronic transactions system.
