First : In the event of any defect or damage to the product:
Customers have the right to replace or return a product that contains a defect or damage, provided that:
- Do not use more than 5 grams of incense. If you use more than that, the quantity will be calculated and its value will be deducted or the order will be rejected***.
- Do not let the oil come into contact with the skin.
This is within 10 days from the date the customer receives the product. The customer also has the right to choose one of the following replacement and return options after we receive the product and ensure that it meets the conditions:
● The amount will be refunded to the same payment method on the site and may take up to 21 working days for some payment methods .
● Replacing the damaged product with any new product of the same value as the old product, or less or more, and the customer is asked to pay the excess or return the remainder to him .
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● The replacement or return procedures begin after the product returns to our warehouses and is inspected by the specialized team. This is done within two working days after the product arrives.
● The customer does not bear any shipping fees if the reason for replacement or return is damage or defect.
● The customer is required to return the product in its original packaging and with the product barcode.
● The customer bears the damage caused if the product is not returned properly packaged.
● It is necessary to send a picture of the barcode of the items to be exchanged or returned within 10 days after receiving the product, otherwise the exchange or return request will be cancelled.
● In the case of offers and the customer obtaining a free product, he has the right to replace the product only and does not have the right to return it while keeping the free product.
Second: Replacement or return of the product without any defect:
Customers have the right to replace or return the product provided that:
- Do not use more than 5 grams of incense. If you use more than that, the quantity will be calculated and its value will be deducted or the order will be rejected***.
- Do not let the oil come into contact with the skin.
This is within 10 days from the date the customer receives the product. The customer also has the right to choose one of the following replacement and return options after we receive the product and ensure that it meets the conditions:
● The amount will be refunded to the same payment method on the site and may take up to 21 working days for some payment methods .
● Replacing the product with any new product of the same value as the old product, or less or more, and the customer is asked to pay the excess or return the remainder to him .
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● The replacement or return procedures begin after the product returns to our warehouses and is inspected by the specialized team. This is done within two working days after the product arrives.
● When returning, the customer bears the shipping fees. If the customer requests a return and has benefited from the free delivery offer, the shipping fees will be deducted from the order value and the remaining amount will be returned to the customer.
● The customer is required to return the product in its original packaging and with the product barcode.
● The customer bears the damage caused if the product is not returned properly packaged.
● It is necessary to send a picture of the barcode of the items to be exchanged or returned within 10 days after receiving the product, otherwise the exchange or return request will be cancelled.
● In the case of offers and the customer obtaining a free product, he has the right to replace the product only and does not have the right to return it while keeping the free product.
Third : All of the following items are excluded from the exchange or return policy:
● Products that are used or not in their original condition as they were when purchased.
● Perfumes cannot be returned or exchanged unless they reach the customer in a damaged condition or if there is a manufacturing defect.
● ***When purchasing an ounce and using more than 5 grams, or when purchasing an eighth or more and using more than 13 grams.
Fourth : The exchange or return process takes up to 15 working days.
Fifth : Al-Khader for Oud Rare has the right to cancel the order for any of the following reasons:
● Reject or not accept the payment process
● If the delivery address given by the customer is incorrect, or the contact information is incorrect, or the customer cannot be reached, the shipping cost will be deducted and the remaining amount will be returned to him.
● If the product is not currently available, the order will be cancelled and the amount will be returned to the customer’s account.
Sixth : Taxes and customs duties:
When shipping international parcels, they may be subject to import taxes, customs duties, or fees imposed (such as handling fees) by customs in the destination country. These fees are the responsibility of the customer and Al-Khader Oud Rare Company is not responsible for returning them in the event that the customer wishes to exchange or return them internationally.
Additional notes:
The customer must be careful to specify the correct address (city - district - street):
● To ensure easy shipping and delivery, you must provide us with the correct address that includes: city, neighborhood, street and house description.
● The address is chosen based on the location where you live, not the region. For example: a customer who lives in Al-Muzahmiyah chooses Al-Muzahmiyah, not Riyadh.
● It is necessary to update the address data in your account on Salla before executing the order so that there is no delay in delivering the order due to an error in the address.
● Shipping and delivery service is available for the order to another recipient.
● Products are shipped and delivered according to the shipping companies’ coverage.
● Al Khader for Oud Rare has the right to change the shipping company as it deems appropriate.
