Refund and Return Policy

"Online Store"

We always strive to ensure our customers shop with confidence and peace of mind by offering refunds or exchanges for their purchases, subject to the following terms and conditions for exchanges and returns:

  • Return or exchange requests for products purchased through the online store must be made within a maximum of 7 days from the date the customer receives the product.
  • Purchases to be exchanged or returned must be in perfect condition, unopened, unused, in their original packaging, and in the same original condition as when received.
  • The product codes or serial numbers on the packaging must be intact, and the packaging must not be damaged.
  • Any gifts received with the product at the time of purchase must be returned in their original packaging and original condition if an exchange or return is requested.
  • In case of a return, and after receiving and inspecting the returned product, if the payment was cash on delivery, the order value will be credited to your online store account, which you can use later to purchase other products.
  • If payment was made via credit card or Mada card, the amount will be refunded to the same account used for the purchase, provided that the return period does not exceed 14 days from the date of payment. After 14 days from the payment date, the amount cannot be refunded to the card and will be credited to your online store account, which you can use later to purchase other products.
  • Loyalty points are non-refundable for orders paid for entirely or partially by points. Only the portion paid using one of the available payment methods on the online store will be refunded.

* Special custom blends (prepared according to customer request) and used products cannot be exchanged or returned. Also, purchases of blends, essential oils, oud incense, and unsealed or safety-sealed products cannot be returned to maintain public health and safety. *

* The customer bears all shipping costs associated with exchanges and returns, which will be determined and communicated to the customer after receiving the exchange or return request. *

* Delivery fees and gift delivery fees are non-refundable under any circumstances. *

* International orders shipped outside the Kingdom of Saudi Arabia are not eligible for refunds or exchanges. *

Exchange steps:

  • Return or exchange requests must be submitted via email to aslaloudmarketing@gmail.com
  • Please include the order number or invoice, along with details of the product(s) you wish to return.
  • The customer will be contacted within 48 hours of receiving the email to arrange the exchange or return process.

In case of receiving a damaged or defective product, the product should be clearly photographed immediately upon receipt, showing the packaging and the damage. Contact customer service and provide them with the photos and details to receive return instructions. If the return is accepted, and after the damaged product is received and inspected, a replacement product will be sent to the customer without any shipping fees incurred by the customer.

In case of receiving a shipment with a shortage or discrepancy, the customer must photograph the shipment as it arrived, both inside and out, clearly showing the missing or different product. Contact customer service and provide them with the photos and details to process the complaint. After verification, the missing product will be sent or the incorrect product will be replaced with the correct one without any shipping fees incurred by the customer.

Shipping and Delivery Policy

We look forward to serving you in a way that meets your expectations for this service, so please provide us with the following information:

  • A clear address to ensure fast delivery.
  • The address must include the building, apartment, or villa number, in addition to the street name and city.
  • A phone number and the name of the concerned person must be provided.
  • Before placing your order, you must carefully review the product specifications and agree to adhere to the website's terms of use.

* We ship orders through the "Home Delivery" service daily, except Fridays, official holidays, and special occasions, and deliver them within 5 working days from the date of order confirmation. The "Home Delivery" service is a "door-to-door" service in most cases, but we apologize for not being able to apply this service in some cases due to the limited reach of the delivery company in some areas and unclear addresses. *

Delivery Fees

  • If the order is less than 250 AED, a delivery fee of 25 AED will be charged.
  • If the order is more than 250 AED, the customer is exempt from delivery fees.
  • If the customer chooses cash on delivery, an additional fee of 10 AED will be charged.
  • additional per order. *

* In case of inquiries or complaints regarding exchange or return procedures:

  • Please contact our unified number +971 58 642 2150
  • Via email at aslaloudmarketing@gmail.com

Thank you for your cooperation and for choosing to shop at Asl Al Oud online store. We are also pleased to receive your suggestions to find ways to meet your specific needs in the future by visiting our website https://sa.abdulsamadalqurashi.com/ar or by calling our unified customer service number +971 58 642 2150