Cancellation and Return Policy

At Hekayh Perfumes, we are always striving to provide a unique and comfortable shopping experience. We aim for your complete satisfaction with our products, and thus, we have created a clear and fair cancellation and return policy for everyone. We hope this policy helps you better understand your rights and responsibilities.

Cancellation Policy

  • You may easily cancel your order before the status is updated to “Ready for Shipment”. After this point, orders will be subject to the return conditions.
  • If the order has already been shipped, shipping and delivery fees will be deducted from the refunded amount according to the return policy.
  • If delivery does not comply with our shipping and delivery policy, the customer has the right to cancel the order and receive a full refund.
  • If the customer requests cancellation during the delivery process, return fees will apply as outlined in the return and cancellation policy.

Return and Exchange Policy

  • Return Period: You have the right to request a return or exchange within 3 days of receiving your order.
  • Product Condition: All products must be in their original, unused condition, following the specific trial conditions for each category:
    • Perfumes: A maximum of 5 sprays is allowed for testing.
    • Oudh and Musk: You may use 2-3 drops on a clean cloth for testing.
    • Incense: A trial amount of no more than 0.5 grams (small piece) is allowed.
    • Sprays: A maximum of 5 sprays is allowed.
  • Gifts: Any free gifts included with the order must be returned in their original, unopened condition. If the gifts have been opened or used, the return will not be accepted.

Return and Exchange Costs

  • If you wish to return the product for personal reasons, such as a change of mind, the following shipping costs will be deducted from the refunded amount:
    • Local Orders (within Saudi Arabia): A deduction of 25 SAR will be applied (even for orders with free shipping), and the customer will bear the return shipping cost of 25 SAR.
    • International Orders: A deduction of 45 SAR for the first half kilogram and 10 SAR for each additional half kilogram. The return shipping cost is 65 SAR for the first half kilogram and 20 SAR for each additional half kilogram.
  • If the return is due to an error in the order or a defect in the product, we will cover all shipping and return costs, and we will promptly replace the product.

Return Request Process

  • To submit a return request, please log in to your account on our website and navigate to the “Orders” section. Select the order you wish to return, state the reason for the return, and upload a clear image of the product. After reviewing and approving your request, we will send you a shipping label to hand over the product to the shipping company.
  • Important Note: The product must be handed over to the shipping company within 3 days of receiving the label. If the customer delays beyond this period, the return request will be canceled. However, if the delay is caused by the shipping company, the return will be accepted.

Refund Process

  • Refunds will be issued via the same payment method used for the purchase. The refund process may take up to 20 days after we receive and inspect the returned product.
  • Alternatively, you may choose to have the refunded amount added as store credit in your account, which can be used for future purchases. No fees will be deducted in this case.

Non-Returnable Products

  • Customized Products: Items that have been personalized or customized, such as engraved bottles or customized packaging, cannot be returned or exchanged.
  • Damaged or Misused Products: Products that have been damaged or used improperly cannot be returned. If a product is returned in unacceptable condition, it will be sent back to the customer at their own expense.

Returning Defective or Incorrect Products

  • If you receive a defective or incorrect product, we apologize for the inconvenience. Please contact our customer service team via email or WhatsApp and provide a clear image of the product. We will arrange for a replacement, cover all shipping, and return costs.

Customer Service Contact Information

  • Email: You can reach us via our dedicated customer service email:
    [email protected]
  • WhatsApp: You can also contact us through WhatsApp using the following link:
    +966530430704

Conclusion

At Hekayh Perfumes, we believe in the importance of our customers’ satisfaction and their trust in our products and services. We are always here to support you and provide the best shopping experience possible. If you have any questions or need assistance, our team is ready to answer your inquiries and work with you to resolve any issues you may encounter.

Our goal is to ensure that you are fully satisfied with your purchases, and we always strive to offer flexible and easy solutions that meet your needs. Do not hesitate to contact us via email or WhatsApp, and we are fully committed to providing assistance in every possible way. Your trust means the world to us, and we will always be dedicated to offering the best service for you.