Introduction

At Noor Al Khaleej Online Store for Perfumes, Incense, and Fragrances, we highly value the trust of our esteemed customers and prioritize their satisfaction. To ensure the best shopping experience, this policy outlines the procedures for product returns and exchanges in accordance with the laws of the United Arab Emirates, while balancing the rights of both the customer and the store.

1. Definitions

• Store: Noor Al Khaleej Online Store for Perfumes, Incense, and Fragrances.
• Customer: Any individual or entity who purchases products from the store, either directly or through the website or app.
• Products: All items available for sale, including perfumes, incense, fragrances, and related accessories.
• Return: The act of sending a purchased product back to the store to receive a refund in accordance with this policy.
• Exchange: The replacement of a purchased product with another product of the same category or other available products.

2. Eligibility for Returns and Exchanges

Customers may request a return or exchange within 3 days of receiving the product under the following conditions:

• Receiving a product different from the original order.
• Receiving a product with a clear manufacturing defect or damage during shipping.
• Receiving a product with missing items or incorrect specifications.

3. General Terms for Returns and Exchanges

• The product must be in its original, unused, and unopened condition, with all packaging, labels, and the original invoice.
• Products that have been opened or used cannot be returned or exchanged, to ensure public health and consumer safety.
• Shipping and delivery fees are non-refundable, unless the error is caused by the store or the delivery company.
• Returned products will be inspected by the store team before approval for return or exchange.

4. Non-Returnable or Non-Exchangeable Products

• Discounted products or items sold as part of 'final clearance' promotions.
• Customized products or items made to customer specifications.
• Products that have been opened or used.
• Free gifts included with orders.

5. How to Submit a Return or Exchange Request

Customers can submit a return or exchange request through their personal account on Noor Al Khaleej Store by following these steps:

• Go to the Orders page and select the order to be returned or exchanged.
• Click the Return/Exchange button.
• Select the type of request (Return or Exchange).
• Provide the reason for the return or exchange in the reason description field and attach a photo of the product if available.
• The request will be sent to the store management for review and verification against the return or exchange conditions.
• After review, the request will be:
• • Approved if all return or exchange conditions are met.
  • Rejected if conditions are not met, with the customer being notified of the reasons.

6. Refund Process

• Refunds will be issued using the same payment method used for the purchase (credit card, e-wallet, bank transfer).
• The refund process may take 7 to 20 business days, depending on bank policies and payment service providers.
• For cash on delivery orders, the refund will be processed to the bank account specified by the customer after verification.
• Shipping and delivery fees are non-refundable, unless the error is caused by the store.

7. Responsibilities of the Store and Customer

• The store ensures the quality and safe packaging of products before shipment.
• The customer is responsible for maintaining the original condition of the returned product until it is received by the delivery company.
• The store is not liable for any damages resulting from improper use of the product by the customer.

8. Policy Modifications

The store reserves the right to modify this Return and Exchange Policy from time to time in accordance with applicable laws and operational requirements. Any updates will be published on this page, with the last updated date clearly indicated.

9. Contact Us

For inquiries or to submit a return/exchange request, please contact us via:

• Email: support@nooralkhalej.com