Return and Exchange Policy – Oud House

First: Returns

The customer has the right to request a product return within 7 days from the date of receipt, in accordance with applicable regulations.

The product must be unused, unopened, and in its original condition, with the original packaging and all attached accessories.

Oud, perfumes, and home fragrance products cannot be returned once opened or used.

Prepaid shipping fees are non-refundable, unless the reason for the return is a store error or a defect in the product.

Second: Exchanges

An exchange request can be made within 7 days from the date of receipt if the product arrives damaged or different from the order.

You must contact customer service and attach photos illustrating the issue for review and verification.

The exchange request is processed after verifying the condition and meeting the terms.

Third: Manufacturing Defects & Non-Conformity

In the event of a manufacturing defect or non-conformity of the product with the declared specifications, please contact the store immediately upon discovery.

The customer is committed to providing the store with the photos or information necessary to verify the issue.

If the manufacturing defect or non-conformity is proven, the customer is entitled to replace the product, refund its value, or obtain an appropriate solution depending on the nature of the case.

Fourth: Personal Preference

Differences in personal scent preference or customer expectations do not constitute grounds for return or exchange once the product has been opened or used.

Fifth: Offers & Sales

Products included in offers and sales are subject to the same return and exchange conditions unless otherwise explicitly stated at the time of purchase.

Sixth: Shipping Fees

The store bears the shipping fees if the reason for exchange or return is due to an order error, a manufacturing defect, or non-conformity of the product.

In other cases, the customer bears all shipping fees associated with the return or exchange.

Seventh: Monetary Refunds

Refunds are processed using the original payment method after receiving the product and verifying its condition.

The refund process may take 7 to 14 business days depending on the financial institution and payment service provider.

Eighth: Shipping & Delivery Liability

The customer is responsible for entering correct and complete shipping information.

The store is not liable for shipping delays or additional costs resulting from incorrect details or customer failure to respond to the carrier.

If delivery is not possible due to incorrect data or failure to receive the shipment, the customer may be charged return shipping fees.

Ninth: General Provisions

This policy does not affect any statutory consumer rights established under the laws and regulations in force in the Kingdom of Saudi Arabia.

All orders are processed in accordance with the provisions of this policy and relevant regulations.

Tenth: Privacy Policy

We, at Oud House, are committed to protecting the privacy and confidentiality of your personal data, and we do not share it with any third parties except to complete shipping and delivery.

All financial transactions conducted through our store are encrypted and secured using the highest digital security standards to protect your payment data.