Exchange and Return Policy

Exchange and Return Policy

At Duljah Store, we are committed to your total satisfaction with your perfume purchases. We provide a clear and fair exchange and return policy that complies with the Saudi E-Commerce Law and the Consumer Protection Law in the Kingdom of Saudi Arabia.

Product Categories in the Store

Duljah Store offers two categories of products, each with different return conditions:

• Full Bottles: Perfume bottles in their original size, filled and sealed by the factory.

• Samples: Small-sized containers intended for experiencing the scent before acquiring a full bottle.

First: Exchange and Return Period

The customer has the right to submit an exchange or return request for Full Bottles within seven (7) days from the actual date of receiving the order, in line with the right of withdrawal article in the Saudi E-Commerce Law. Requests submitted after this period will not be accepted. The duration is calculated from the day the shipment is received, not the day the order was placed.

Regarding Samples: Since they are products intended for immediate trial, samples are not subject to return or exchange, except in cases where they arrive damaged before opening (see Section Three).

Second: Accepted Product Condition for Returns (Full Bottles)

To ensure the acceptance of a return or exchange request for a full bottle, the following conditions must be met:

1. The product must be in its full original condition without any damage or scratches.

2. The original factory seal must be intact and unopened, due to the nature of perfumes as personal products with health sensitivities.

3. All attachments must be present (cardboard box, booklet, bags, promotional gifts, cards).

4. The product must be accompanied by the purchase invoice or order number.

Third: Non-Returnable Products

For reasons related to public safety and the nature of the product, the following cannot be exchanged or returned:

1. Samples of all types (paid, free, or promotional), as their primary purpose is testing, and opening them constitutes fulfillment of their purpose.

2. Full bottles whose original seal has been opened, or those that have been tested or used.

3. Products customized or engraved with a name at the customer's request.

4. Discounted products within final clearance sales if they were explicitly marked as non-returnable at the time of purchase.

Exception: If a sample arrives damaged before opening (leakage, broken bottle, loose cap), the customer has the right to contact us within 48 hours of receipt to obtain a replacement or a refund.

Fourth: Damaged or Non-Conforming Products

If the product (Full Bottle or Sample) arrives damaged or does not match the order, please contact us within 48 hours of receipt, attaching clear photos of the product and packaging. In this case:

• The customer is entitled to a full refund or exchange without any fees.

• Duljah bears all return shipping costs.

Fifth: Shipping Fees

Return shipping fees within the Kingdom range between 20 and 35 Saudi Riyals, depending on the region and the approved shipping company.

Sixth: Steps to Submit a Return or Exchange Request

1. Contact customer service via email or WhatsApp within the 7-day period.

2. Provide us with the order number and the reason for the return, attaching photos if necessary.

3. Obtain approval from the customer service team along with shipping instructions.

4. Pack the product securely and send it via the shipping company specified by the store.

5. After receiving and inspecting the product, the customer will be notified of the request status within 48 working hours.

Seventh: Refund Duration

After receiving the returned product and verifying that it meets the conditions, the refund is processed according to the following schedule:

Eighth: Refund Method

The refund is issued via the same payment method used at the time of purchase:

• Credit Card or Mada: Refund to the same card.

• STC Pay, Apple Pay, or Samsung Pay: Refund to the same wallet.

• Bank Transfer: Transfer to the customer's account after providing us with the IBAN.

• Cash on Delivery: The amount is refunded via bank transfer to the customer’s bank account within the Kingdom.

Note: The refund value does not include the original shipping fees, except in cases of damaged or non-conforming products.

Ninth: General Notes

• Duljah Store reserves the right to refuse return requests that do not meet the conditions mentioned above.

• Completing the purchase process from the store constitutes an acknowledgment of having read this policy and agreement to its terms.

• In the event of any conflict in interpretation, the Arabic version of this policy shall be adopted as the official reference.