Return, Exchange & Delivery Policy

Herb & Oil Exchange and Refund Policy

Due to the nature of personal care products, cosmetics, and dietary supplements, and the related health and safety considerations, products cannot be returned or exchanged after receipt. This is in accordance with the exceptions stipulated in the Saudi E-Commerce Law and its Implementing Regulations regarding products that cannot be returned for health reasons or due to special storage and handling requirements.

This includes:

Personal care and cosmetic products, as well as skincare, body care, and hair care products, including but not limited to oils, scrubs, creams, serums, sunscreens, and all other types of beauty and personal care products.

It also includes dietary supplements, food products, herbs, beverages, and any product that has been opened, tested, or used.

The following cases are the only exceptions:

• The product arrives damaged.
• The customer receives a product that does not match the order.

In such cases, the customer must contact Customer Service within three days of the delivery date and provide clear photographs showing the product and the condition of the shipment.

Order Cancellation

An order may only be cancelled while its status is marked as “New.”

For international orders, if an order with a “New” status is cancelled, an international transaction fee of SAR 50 will be deducted from the refunded amount.

Once the order status changes to “Ready for Shipping,” “Out for Delivery,” or any subsequent stage, we will be unable to cancel the order.

Policy for Shipments Returned to the Warehouse

If a shipment is returned to the Herb & Oil warehouse for any reason, including:

• Expiry of the shipment holding period with the shipping company.
• Exhaustion of all delivery attempts.
• Refusal to accept the shipment.
• Providing incorrect shipping information, such as an incorrect address or mobile number.

The refund policy will apply, and the shipping fees will be deducted from the refunded amount.

International shipments may also be subject to additional deductions, including an international transaction fee of SAR 50, in addition to any other charges incurred in connection with the shipment, where applicable.

Order Modifications

Products may only be added to or removed from an order while its status is marked as “New.”

Orders paid through instalment payment services, including Tabby and Tamara, cannot be modified after the order has been completed.

Refunds

Any eligible refund will be returned to the same payment method used for the order, within the processing period determined by the relevant bank or payment service provider.