Return & Exchange Policy
Returns and exchanges from the online store are permitted under the conditions listed below:
- Returns and exchanges are allowed within 7 days only from the date the order is received.
- Products must be in perfect condition, sealed in their original external packaging (unopened), and free from any damage.
- If the reason for the return is a change of mind by the customer (with no defect or error in the product) after the product has been shipped or received by the customer, the shipping cost will be deducted (13 for RedBox lockers / 20 within KSA / Gulf Countries: return cost = shipping fees + customs fees) from the total order value before refund (even if the order qualified for free shipping).
How to Request a Return or Exchange
You may request a return or exchange by contacting our customer care team:
- Click (here) to start a WhatsApp chat
- Call us at: +966920006530
What should you do if you receive a product different from what you ordered?
We apologize for the inconvenience.
In this case, please contact us through:
- Customer Service Number: +966920006530
- Click (here) to start a WhatsApp chat
We will replace the items and deliver the correct order to you, or guide you to the nearest branch to exchange the product.\
Cases in which returns are not accepted
- When the return request is submitted after the 7-day period from the date of receiving the order.
- If the product has been used, opened, or damaged.
- If the perfume bottle or its packaging is damaged.
- Returns and exchanges do not apply to filled oud oils or oud wood.
Order Cancellation Rights
Al-Dakheel Oud reserves the right to cancel an order for any of the following reasons:
- Refusal or failure of the online payment transaction.
- The delivery address or contact information provided is incorrect or the customer cannot be reached.
- The product is unavailable or out of stock.
- No response from the customer to confirm the order (cash-on-delivery orders only).
- Any technical issue affecting the order.
