At Al-Mesfer for Oud Rare Items, we prioritize the quality of our products and the trust of our customers. To ensure a safe and reliable shopping experience, we follow a clear return and exchange policy that complies with the applicable laws and regulations in the Kingdom of Saudi Arabia.
First: Conditions for exchange and return
1. Time period
The customer has the right to request an exchange or return within 7 calendar days from the date of receipt of the order.
2. Product condition
The product must be:
- Unused, or used within the permitted trial limits in the Gold Warranty only.
- Maintained in its original condition as received.
- Wrapped in the original packaging.
- Accompanied by all accessories and invoices.
To view the conditions for returning luxury Oud products under the Gold Warranty, please click here.
3. Proof of purchase
A purchase invoice or any approved proof must be provided when submitting the request.
Second: Request submission procedures
1. Contact us
For orders and inquiries, please contact via:
Email:
[email protected]
WhatsApp number: 00966556976633
Please mention:
Order number
Product name
Order type (Exchange / Return)
Reason for the request
2. Review the order
Our customer service team will review the request within 24–48 hours, and will contact you to confirm eligibility and clarify the required steps.
3. Shipping the product
The customer bears the costs of shipping both ways, except in the following cases:
- Manufacturing defect
- Receiving a different product than ordered
In these cases, Al-Mesfer store bears the full shipping costs.
4. Processing the request
After receiving and inspecting the product by the quality team, the exchange or return will be executed within 7 working days.
Third: Exceptions
Exchange or return requests are not accepted in the following cases:
- Products that have been opened or used.
- Products whose scent has changed due to improper storage.
- Products made or customized according to the customer’s request.
- Products damaged due to misuse or improper storage.
- Discounted products under “Final Sale” clearance offers, if any.
Fourth: Refunds
1. Payment method
The amount will be refunded via the same payment method used at purchase:
- Electronic payment: Refund to the same card.
- Bank transfer: Transfer to the same account number.
2. Time frame
It may take 7 to 15 working days for the amount to appear in the customer’s account, depending on the bank’s or payment provider’s policy.
Fifth: Important notes
The expected delivery time within the Kingdom ranges between 2 to 5 working days, and may extend up to 8 days in some cases depending on the shipping company.
It is recommended to keep the shipping receipt as a reference in case of delay or loss.
The customer service team is always ready to answer your inquiries via the above number or email.
Thank you for choosing Al-Mesfer store for Oud Rare Items.
