Return and Exchange Policy:
1. Customers have the right to return products within 7 days of receiving them, in accordance with the E-Commerce Law.
2. A complimentary trial quantity of approximately 2 grams is provided for agarwood (incense) to allow customers to experience the scent before full use.
If this quantity is exceeded, the value of the excess will be deducted along with the cost of the sample.
3. A complimentary 5ml sample is included with every luxury spray perfume bottle under the "Al Juman for Oud" brand, allowing customers to test the fragrance before opening the sealed original bottle.
To preserve the product’s quality and integrity, returns or exchanges will not be accepted if the original bottle has been opened.
4. Returns are not accepted if more than 10% of the agarwood weight has been used, or if the used quantity exceeds 15 grams — whichever is greater.
5. For oud oil, returns are not accepted if more than one drop has been used, if it was applied directly to the skin, or if it was decanted or split.
6. Products must be returned in their original condition, unused, with all tags intact, and in the original undamaged packaging.
7. The customer bears the cost of return shipping (both ways), even if the original order included free shipping.
8. Return shipping will be free only if the return is due to a mistake on our part or a manufacturing defect.
9. Orders are processed after the payment is confirmed in the store’s bank account. Delivery will follow the method selected by the customer.
10. Estimated delivery time within Saudi Arabia is 3 to 7 business days. International deliveries may take longer depending on the destination and shipping carrier.
11. We strive to describe all products as accurately as possible. However, minor variations in weight or scent may occur. If the product differs significantly from its description, it may be returned free of charge.
12. Some images and packaging designs shown on the store may be illustrative or slightly different in color, design, or details from the actual product.
Product Description Policy:
1. Descriptions of agarwood, incense, and oud oils are based on the experience and personal evaluations of our team.
2. Many of our perfumes are specially crafted and blended exclusively for our store.
3. The scent profile of a perfume may differ from the listed ingredients due to the interaction of fragrance components, much like the mixing of colors.
Important Notes:
Return or exchange requests may be rejected in the following cases:
- Intentional breaking or crushing of agarwood into small pieces.
- Applying oud oil or musk directly to the skin.
- Returning products in poor condition or without proper packaging.
- Failure to hand over the returned item to the courier upon contact.
- Proven attempts to exploit or abuse the return/exchange policy.
All perfumes and products offered are 100% authentic and sourced from trusted suppliers. Customer satisfaction is a top priority at Al Juman for Oud.
