سياسة الاستبدال و الإسترجاع

Replacement and Return Policy Al Orchid Palace Store's keenness to provide a distinguished experience for the customer with our products, allows the customer to request a replacement or return of the products purchased through us, and the return or replacement process is subject to the following terms and conditions. Return and Replacement Policy Time period: The customer has the right to request a replacement or return within 10 days from the date of receipt of the order, provided that the request is submitted within this period. Processing time: Return or replacement requests are processed within 5 to 15 working days. In case of an error in the order: If there is an error in the order, the customer has the right to contact within only 10 days of receiving the order to report the problem. After this period, the company bears no responsibility towards the order. Contact us through the available communication channels via the store (phone number 966505667072+, WhatsApp icon). Replacement or return due to reasons attributable to the customer: If the return or replacement is due to reasons attributable to the customer, in this case, the customer bears the shipping costs for both ways. If shipping is free for certain items previously specified by the store, and the customer wishes to return, the customer bears the shipping costs for both ways. Replacement and return due to a mistake by the store or receiving the wrong order: In this case, the store bears the costs of the return or replacement. Conditions for replacement and return of Oud, Bakhoor, Oud Oil, and Perfumes: To apply the above rules and conditions, the following conditions must be met: Oud and Bakhoor: The customer is granted a free trial that is subject to return or replacement as follows: Quantity of the price: A free trial is granted not to exceed 5 grams of the full quantity. If more than the free trial amount is used, its value will be deducted along with the value of the free trial. Return is not allowed if more than 10 grams are used. Ounce quantity: A free trial is granted not to exceed 2 grams of the ounce quantity. Return is not allowed if more than 2 grams are used. Oud Oil: The Oud Oil trial should be a few drops on a cloth. Perfumes: The customer is granted a free trial of up to ten sprays, or the free sample trial if available, and the product cannot be exchanged or returned if the usage exceeds the free trial limits. Conditions for other products' replacement and return: The store accepts the replacement or return of other products under the following conditions: The product is in its original condition, and the customer maintains the product packaging. The product has not been used in any way or benefited from it. The product has not been damaged or defective due to poor preservation by the user. Price difference in replacement: If the customer's replacement request is accepted, the store will consider the price difference between the two products. If the product to be replaced is more expensive than the requested product, the store will refund the price difference via the same payment method. If the requested product is more expensive than the product being replaced, the customer must complete the payment through our approved payment methods. The refund to the customer will be within 3 to 5 working days after approval of the replacement or return request. International Shipping: Note: "Customs duties may be imposed by the destination country upon receipt of the shipment, and this cannot be estimated, nor is it the responsibility of Al Orchid Palace." Additional Notes: If the order is less than 399, the customer bears the shipping cost only. If the order exceeds 399, delivery is free, and in case of return, the customer bears the return shipping cost. If the error is on our part, the company bears the return cost. Working hours: First period: from 9:00 AM to 12:00 PM. Second period: from 4:30 PM to 10:30 PM.