Return and Exchange Policy
By your request from "Dukhoon Al-Oud" website, you acknowledge that you have reviewed, acknowledged, and agreed to the store's policies, which means commitment to these policies in all their contents:
1. Cancellation Policies:
- We understand that you may change your mind after placing an order on our website, so we would like to note that if you wish to cancel the order before changing its status to "Completed," all you need to do is contact customer service at 0552744716, and we will do our best within reasonable limits to cancel the order.
- If this occurs after the order status has been changed to "Completed," the order amount will be refunded after deducting shipping fees.
- To cancel your order, please contact the customer service team via WhatsApp at 05527447162.
Time taken to refund the amount:
- Upon receipt of the product and after confirming its safety, for customers who paid via one of the payment methods (Mada - Visa - Apple Pay), you will be contacted to provide your banking details (IBAN number - bank name - account holder's name), and the amount will be transferred within 7–16 working days at most, after deducting shipping fees at purchase and return.
- For customers who paid through "Tabea," the refund and transfer will be made after deducting shipping and return fees via Tabea within a maximum of 7–16 working days.
- For customers who paid through "Tamara," the refund and transfer will be made after deducting shipping and return fees via Tamara within a maximum of 7–16 working days.
3. Exchange Policies:
- "Exchange" requests are accepted within a maximum of one day from the receipt of the order by the customer, and no requests will be considered or accepted after this period. The shipment must be intact and in its original condition.
- Shipping costs for exchange (49 SAR), including free shipping if applicable.
- All products must be unused, in the same condition as received, with all accessories attached, undamaged, and in their original condition.
- No exchange will be accepted if the product has been tampered with, whether by damage to the carton, the product, or the packaging.
- Exchanges will not be accepted for items that are damaged, dirty, used, or if the product's carton, codes, or serial numbers have been damaged. The store has the right to resend the shipment to the customer if the product has been tampered with or does not meet the exchange conditions, bearing the shipping costs.
- After completing the exchange request, wait for confirmation of the availability of the replacement product and the shipping waybill to deliver the product.
- After issuing the waybill by Dukhoon Al-Oud, the customer must deliver the product to the shipping company registered on the waybill within a maximum of two days.
- Keep the shipping box intact and in its original condition to preserve the product from damage during shipping.
- The exchange process takes from three to ten working days after the exchanged product arrives at the store.
- Exchange is only available once, and the replacement order cannot be returned.
4. Return Policy:
- "Return" requests are accepted within a maximum of one day from receiving the order, only if there is a manufacturing defect in the product.
- If the order arrives with a manufacturing defect (damaged or defective), after review and approval, compensation will be provided either by:
1. Refund of the amount paid and resend the product
2. Replace the product with another of the customer's choice, provided it is the same price
3. Shipping costs are borne by Dukhoon Al-Oud, provided the request is within two days of receiving the product.
- Keep the product box intact and in its original condition to prevent damage during shipping.
5. Miscellaneous Provisions:
- The products displayed on our store and the gifts offered to our customers are for personal use or gifting and the company does not allow the sale of any product obtained from its online store to another person.
- The products offered for sale are subject to availability; if we are unable to provide the requested product, we will contact you immediately to inform you, and we will cancel the product or your entire order as agreed.
- Dukhoon Al-Oud reserves the right to cancel return and exchange requests in the following cases:
1. Rejection of electronic payment process
2. Errors in delivery address and contact information
3. Unavailability of the product at the time of order submission
4. Non-compliance with Dukhoon Al-Oud's exchange and return conditions