Refund policy

We are committed to your satisfaction, and would like to clarify the return and exchange policy applied in our store:

1. Return and Exchange Conditions

Return and exchange requests are accepted within 7 days from the date of receiving the order.

Products must be:

Unopened and unused.
In their complete original condition.
Packaged in the original wrapping without any damage.

If the return is requested due to a change of mind (and not because of an error or manufacturing defect), the actual shipping cost will be deducted from the order amount before processing the return.

This deduction applies even if the order originally qualified for free shipping.

If there is a manufacturing defect or you received an incorrect product, the store will cover all shipping and exchange costs.

2. How to Submit a Return or Exchange Request

You can submit a return or exchange request by contacting customer service:

Phone number: (add number here)
WhatsApp link: (add link here)
Email: (add email here)

Please provide your order number and clear photos to help speed up the process.

3. If You Receive an Incorrect Product

We apologize for any unintentional error. In this case:

Please contact customer service via:

Phone number: (add number here)
WhatsApp link: (add link here)

We will arrange a replacement and send the correct product at no additional cost.

If available, the customer may also visit the nearest branch to complete the exchange more quickly.

4. Cases Where Returns Cannot Be Accepted

We cannot accept returns in the following cases:

More than 7 days have passed since receiving the order.
The product has been opened or used.
The packaging is damaged or the original wrapping is missing.
Opened or used perfume products cannot be returned for health reasons.
Oud oils or raw oud that are packed per order are not eligible for returns.

5. Order Cancellation by the Store

The store reserves the right to cancel the order in the following cases:

A malfunction or failure in electronic payment.
Incorrect address information or inability to contact the customer.
The product is out of stock.
The customer does not respond to confirm the order (for Cash on Delivery).
A technical issue occurs during order processing.