Return & Exchange Policy
1. Return Policy
• Customers may return a product within 3 days from the date of receipt, provided that the product is unused, in its original condition, and with all accessories and packaging intact.
• A processing fee of 60 SAR applies to each return request.
• Refunds are processed within 1–14 business days, using the same payment method used for the original order.
⸻
2. Cancellation Policy
• Before shipping: Orders can be canceled free of charge.
• After the order has been prepared: A fee of 10 SAR applies.
• After shipping: A fee of 35 SAR applies.
⸻
3. Exchange Policy
• Products may be exchanged within 7 days from the date of receipt, provided they are unused and in their original condition.
• An exchange fee of 60 SAR applies.
⸻
4. Bundles / Sets
• Any item from a bundle cannot be exchanged if any part of the bundle has been opened or used.
⸻
5. Damaged Products
• If a damaged product is received, it may be exchanged free of charge for an identical item through customer service, depending on the purchase channel, within 14 days of receipt.
• After this period, no exchange requests will be accepted.
• A product is not considered damaged if the issue results from misuse, improper storage (e.g., high temperatures), or any customer-related causes.
⸻
6. Products With Differing Scents
• All fragrances by The Scent House are designed according to approved and consistent formulations.
• Personal preference or dislike of the scent is not a valid reason for return or exchange.
• Opened products cannot be returned or refunded due to health and safety regulations.
⸻
7. International Orders (Outside Saudi Arabia)
• All orders shipped outside the Kingdom of Saudi Arabia are non-returnable and non-exchangeable under any circumstances,
except in cases of shipping errors or damaged products.
⸻
8. Multi-Item Offers
• Offers containing multiple products are not eligible for partial return or exchange.
• The entire offer must be returned in its original condition to qualify for any refund or exchange.
⸻
9. Products Purchased from Retail Stores or Third-Party Apps
• Products purchased from physical retail stores or third-party platforms are subject to their respective policies.
• The Store’s policy applies only to products purchased through our official sales channels.
⸻
10. Shipping & Delivery Information
• The customer is responsible for the accuracy of the information entered when placing the order.
• Order details cannot be modified after completion due to direct integration with shipping companies.
• Changing the address after dispatch may cause delivery delays, and the Store is not responsible for such delays.
⸻
11. Failed Delivery & Reshipment
• The Store is not responsible for failed delivery due to customer non-response or inability to contact the customer.
• If the order is returned to the warehouse for this reason, the customer may request reshipment,
subject to additional shipping fees based on the applicable rates.
