Return & Refund Policy – سياسة الاسترجاع والاستبدال

First: Agarwood Chips

  • The customer is entitled to a free trial quantity of 2 grams.

  • If any additional quantity is used, the full shortfall will be deducted, including the free sample amount.

  • Returns are not allowed if usage exceeds 10 grams.

Second: Oud Oil

  • Oud oil may be tested only by placing one drop on a piece of cloth or a tissue.

  • Returns are not allowed if the oil comes into contact with the skin.

  • For wholesale orders:

    • Testing is permitted only using the attached sample.

    • Returns are not allowed once the bottle seal or packaging has been opened.

    • Samples of oud oil are non-returnable.

Third: General Conditions

  • If there are multiple boxes of the same item, testing must be done using one box only.

  • If the order includes a promotion or gifts, the entire order must be returned together with the gifts.

  • The product must be in its original condition:

    • In the original box

    • With all attached labels/stickers intact and not removed

  • The full quantity must be returned:

    • If only part of the quantity is returned, the used quantity will be charged at the approved retail price.

  • Products sold as part of a set:

    • Must be returned in full

    • Partial returns are not accepted

Fourth: Rare Collection Section

  • Return period: 3 days from the date of receipt.

  • Free trial quantity: 1 gram only.

  • Incense cannot be returned if usage exceeds 3 grams.

Fifth: Refunds

  • Refunds will be processed using the same payment method:

    • Electronic payment: refunded to the same card

    • Bank transfer: refunded to the same bank account number

Sixth: Legal Return and Exchange Policy

  • All return and exchange requests are subject to the applicable consumer protection laws and regulations in force in the country.

  • The company reserves the right to refuse any return or exchange request if the conditions set out in this policy are not met or if the product is found to have been misused.

  • Returns or exchanges do not apply to products that have been used, altered, or damaged after receipt, except in cases of a manufacturing defect or an error on the part of the store.

  • In the event of a manufacturing defect or receipt of an incorrect item, the customer has the right to request a return or exchange within the legally permitted period, provided that the store is notified and sufficient proof of the condition is submitted.

  • Returned or exchange-requested products will be inspected before the request is finally approved.

  • In all cases, this policy does not prejudice the customer’s statutory rights under the applicable laws and regulations.