If you wish to exchange or return, please contact us via WhatsApp customer service. Exchange and return are free of charge if the items sent to the customer are incorrect or defective, such as: receiving a product different from what was ordered, receiving a damaged or defective product.
Since incense and oils fall under the category of taste, you have the right to exchange and return, but we have simple conditions:
Wooden Oud:
- Do not use more than 2 grams for testing.
- Do not break the oud.
- Do not soak it in water to ensure it is a rare oud (Ghatass).
- Do not store the oud with any other influences that affect the scent.
Oud Oil:
- Test the oil by a few drops on cloth, not on the skin.
Products not covered by warranty:
- Perfumes
- Sprays
What happens if the shipment is not received:
- If the shipping company contacts the customer to deliver or pick up the shipment from the branch and the customer does not respond for several days, the shipment will automatically return to the store.
- If the customer requests a reshipment, the cost of the first shipment (going and returning) will be deducted, and the customer must pay new shipping fees to resend the shipment.
- If the customer wishes to get a refund, the cost of shipping both ways will be deducted, and the remaining amount will be transferred to the customer using the same payment method used at purchase.
General conditions:
- The customer has the right to request a refund or exchange within 3 days of receiving the order.
- The customer pays the difference if exchanging for a more expensive product, and has the right to a refund if the amount is less.
- The refund is processed after we receive the order and verify its condition.
- In case of damage to the order, the sender bears the responsibility.
- When returning, the customer bears the cost of shipping both ways, even if shipping was free; the amount deducted upon return will be the same as the shipping cost.
- If the shipment returns to us due to the customer not receiving it, even if shipping was free, the customer bears the cost of shipping both ways.
