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Return and Exchange Policy | Herb and Oil

Return & Exchange Policy

Herb and Oil

To ensure customer safety and maintain product quality, and due to the nature of personal care, cosmetic, and dietary supplement products—along with associated health, safety, and storage handling requirements—products cannot be returned or exchanged once received, in accordance with exceptions stipulated under Saudi E-Commerce regulations regarding items non-returnable for health or safety reasons.

Non-Returnable & Non-Exchangeable Items

This includes, but is not limited to:

Personal care and cosmetic products.

Skin, body, and hair care products.

Oils, scrubs, creams, serums, and sunscreens.

All types of cosmetics and beauty supplies.

Dietary supplements and food items.

Herbs and beverages.

Any product that has been opened, tested, or used.

Exceptional Cases

Exchange or claim requests may only be processed under the following cases:

✓

Damaged Goods

Product received in a damaged state.

✓

Incorrect Order

Product delivered does not match your order.

In these cases, customer service must be contacted within 3 days from receipt of order, along with clear photos of the product, shipment condition, and packaging.

Order Cancellation

An order can only be canceled while its status is "New" (جديد).

For international orders, canceling an order in "New" status will incur an international transfer fee deduction of SAR 50 from the refunded amount.

Once the order status changes to "Ready for Shipping", "Out for Delivery", or any subsequent stage, cancellation is no longer possible.

Shipments Returned to Warehouse

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

Expiration of storage holding period with the courier.
Exhaustion of delivery attempts.
Customer refusal to accept delivery.
Incorrect shipping details provided (e.g., wrong address or wrong mobile number).

Shipping charges will be deducted from the refunded amount.

For international shipments, additional deductions may apply:

International transfer fee of SAR 50.
Any additional return freight, customs clearance, or transport fees, if applicable.

Modifying Orders

Items can be added or removed from an order only while its status is "New" (جديد).

An exception applies to orders paid through installment services such as Tabby and Tamara, which cannot be modified after checkout completion.

Refund Process

Refunds are credited back using the same original payment method used during checkout.

The processing time for refunded amounts to reflect varies depending on the policies of your issuing bank or payment gateway provider.