Exchange & Return Policy

Exchange & Return Policy — Khashab Alud

At Khashab Alud, we are committed to providing the best shopping experience for our valued customers. This policy sets out the terms and conditions governing exchanges, returns, and refunds. By using the store and completing a purchase, you acknowledge that you have read, understood, and agreed to all the terms of this policy.


1. Definitions

For the purposes of this policy, the following terms shall have the meanings set out beside them:

  • The Store: Khashab Alud, its management, and its staff.
  • The Customer: any person who browses the store, places an order, or completes a purchase.
  • The Product: any item offered for sale in the store (oud, perfumes, oud oils, incense, frankincense, incense burners, accessories, bundles, and others).
  • Date of Receipt: the date on which the customer, or someone acting on their behalf, actually receives the order.


2. Scope and Duration

  1. This policy applies to all orders fulfilled through the store within the Kingdom of Saudi Arabia.
  2. The customer may request a return or exchange within a maximum of fourteen (14) days from the date of receipt. No request submitted after this period will be considered.
  3. Submitting a request does not constitute automatic acceptance; each request is subject to review by the store to verify that it meets the conditions.


3. Conditions for Accepting a Return or Exchange

Acceptance of a request requires that all of the following conditions are met:

  • The product is unused and in its original condition exactly as received.
  • All accessories, attachments, and accompanying gifts are complete and intact.
  • The original packaging is undamaged, with no tears, and none of the labels, seals, or tags have been removed.
  • The product has not been opened, tried, or used in any way.
  • Proof of purchase is provided (order number or the original invoice).


4. Products Eligible for Return

Subject to the conditions above, returns or exchanges are accepted in the following cases:

  • Incense burners and accessories that are unused and in their original condition.
  • Oud, incense, and frankincense products that are unopened and in their sealed original packaging.
  • Products that arrive damaged, or that do not match the stated description or specifications, or where an item different from the one ordered was delivered.


5. Products Not Eligible for Return or Exchange

Given the sensitive nature of our products and considerations of health, safety, and fragrance quality, returns or exchanges are not accepted in the following cases:

  • Oud oils (dahn al-oud): these may never be returned or exchanged under any circumstances, with the sole exception of a product arriving damaged due to the shipping company, provided the store is notified immediately upon receipt and evidence of the damage is attached (clear photos of the product and packaging).
  • Fragranced products (such as oud, incense, and perfumes) once their packaging has been opened, or whose scent or quality has been affected by use or storage by the customer.
  • Any product that has been opened, tried, or used.
  • Products sold under final-sale discounts or promotions clearly marked at the time of purchase as non-returnable or non-exchangeable.
  • Products prepared or made to the customer's special order or request.
  • Free gifts or items accompanying promotional offers, when a return of the main order is requested, unless they are returned complete with it.


6. Damaged or Incorrect Products

  1. The customer must inspect the order immediately upon receipt and notify the store within a maximum of forty-eight (48) hours of receipt in the event of any damage, shortage, or non-conformity.
  2. Clear photos of the product and its packaging, along with the order number, must be attached as proof of condition.
  3. Once the store has verified the validity of the report, the customer may choose between a replacement with an identical product or a refund of its value, and the store bears the shipping costs in this case.


7. Order Cancellation Before Shipping

  1. The customer may request cancellation of an order before it is shipped by contacting the store as soon as possible.
  2. If the order has already been shipped, the return provisions of this policy apply, and the customer bears the resulting shipping costs.


8. How to Request a Return or Exchange

  1. Contact the store within fourteen (14) days of the date of receipt by phone or WhatsApp at: 966537877414.
  2. Provide the following: a clear photo of the product, the order number, and the reason for the return or exchange.
  3. Wait for the store's approval and return instructions; no returns sent without prior coordination with the store will be accepted.
  4. Once the returned product has been received, inspected, and confirmed to meet the conditions, the return or exchange is approved.


9. The Store's Right to Inspect and Reject

  1. The store reserves the right to inspect the returned product before approving any return or exchange.
  2. The store may reject the request or return the product to the customer at the customer's expense if it is found to be used, damaged by the customer, or otherwise not meeting the conditions of this policy.


10. Refunds

  1. Refunds are issued using the same payment method used at the time of purchase, unless otherwise agreed.
  2. Refunds typically take three (3) to seven (7) business days after the request is approved, and the period may vary depending on the bank or payment provider.
  3. In the case of cash on delivery, the appropriate refund method will be agreed upon with the customer.
  4. Only the price of the product is refunded; the original shipping fees are not refunded unless the return is due to an error by the store.


11. Shipping Costs

  • If the return or exchange is due to an error by the store (such as a damaged or non-conforming product), the store bears the full shipping costs.
  • If the return or exchange is for personal reasons relating to the customer, the customer bears the return shipping costs.
  • If the customer fails to receive the shipment for any reason attributable to them and it is returned to the store, the customer bears the full shipping costs again should they wish to have the order re-sent, whether payment was made in advance or is due on delivery.


12. Failed Delivery and Non-Receipt

  1. The customer must ensure that the address and contact number provided at the time of ordering are correct.
  2. The customer is responsible for any delay or return of the shipment resulting from an incorrect address, inability to reach the address, or failure to respond to the delivery representative.
  3. Where delivery fails and the shipment is returned to the store, the provisions of Section 11 regarding the customer bearing the re-delivery costs shall apply.


13. Bundles and Gifts

  1. In the case of a bundle purchase, the return or exchange of only part of it is not accepted; it must be returned complete with all its components and in its original condition.
  2. Free gifts or accompanying promotional items must be returned together with the main product upon return.


14. Limitation of Liability

The store shall not be liable for any damage arising from misuse of the product or its improper storage or storage contrary to the instructions. Likewise, the store shall not be liable for delay or damage caused by shipping companies after the order has left its warehouses, while remaining committed to assisting the customer in following up with the shipping company as far as possible.


15. Force Majeure

The store shall not be deemed in breach of its obligations if their performance is prevented by circumstances beyond its control, such as natural disasters, service outages, government decisions, disruptions to shipping companies, or the like.


16. General Provisions

  1. No return or exchange request will be accepted without proof of purchase or an order number.
  2. The store reserves the right to amend this policy at any time, and the version published on the website at the time the order is placed shall apply.
  3. This policy forms an integral part of the store's terms and conditions.


17. Governing Law and Jurisdiction

This policy shall be governed by and interpreted in accordance with the laws in force in the Kingdom of Saudi Arabia, including the E-Commerce Law and consumer protection regulations. The competent judicial authorities in the Kingdom shall have jurisdiction to settle any dispute arising from it.


Contact

Phone / WhatsApp: 966537877414


At Khashab Alud, we care about your satisfaction, and we always strive to make your experience with us easy and clear.