First: Payment and Delivery Information:
Any dispute or claim arising from or related to the use of this website shall be governed and interpreted in accordance with the laws of the Kingdom of Saudi Arabia.
The Kingdom of Saudi Arabia is the country of domicile and transaction.
Minors under the age of 18 are prohibited from registering as users of this website or conducting any transactions through it.
When making any payment through our website, payment data is transmitted directly to the payment service provider via a secure connection to ensure the confidentiality of the information.
The cardholder must retain a copy of transaction records and review the store’s policies and terms to ensure compliance with all requirements.
The store accepts online payments using credit and debit cards (Visa and MasterCard) in Saudi Riyals and several other currencies.
Second: Shipping and Delivery:
Thulaim Oud Store strives to provide reliable and fast shipping services. Therefore, we kindly ask our customers to provide a clear address including: building or apartment number, street name, city, and personal phone number to ensure accurate delivery.
Before confirming the order, the customer must carefully check the product specifications and agree to the terms of use.
Orders are shipped via “home delivery” service daily, except on Fridays and official holidays. Delivery takes between 5 to 10 business days from the date of order confirmation.
In most cases, delivery is door-to-door. However, this service may not be available in some remote areas due to shipping company limitations.
Third: Shipping Companies
Thulaim Oud Store cooperates with reliable shipping companies, and the selected courier depends on the availability of service in the customer’s area.
Fourth: Exchange and Return Policy
Products are inspected upon receipt within a maximum of two business days to verify compliance with required specifications and to ensure the item has not been used or come into contact with the skin.
If it is proven that the product does not match the specifications, the customer shall bear the testing fee of 800. The case will also be escalated to the competent legal authorities for further action.
If the product is proven to be compliant, the paid amount will be refunded after deducting shipping fees, and the refund will be made in Saudi Riyals.
The exchange or return process takes place after inspection and assessment by the specialized team. The product must be in its original condition and unused.
1. Exchange and Return Procedures:
Exchange Period: The customer may request an exchange within 3 days from the date of receiving the order, provided that the product is in its original condition, has not been opened or come into contact with the skin, along with a video or image showing its condition. The customer shall bear the shipping fees, and payment will be made in Saudi Riyals.
Return Period: The customer may request a return within 3 days of receiving the product, provided it is in its original condition, the outer packaging has not been opened, and it has not come into contact with the skin, along with a video or image confirming this. The customer shall bear the shipping fees, which will be deducted from the refund amount, and the payment will be made in Saudi Riyals.
In the event of a mistake by the store—such as receiving a product that does not match the order, or if it arrives broken or leaking—the customer will be compensated and the issue resolved as quickly as possible. This is conditional upon contacting us via WhatsApp within one day of receiving the order and providing a video and clear images of the defective product for review and approval by store management.
2. Return Rejection Cases
If the product’s outer packaging has been opened or it has come into contact with the skin, the return request will not be accepted, in accordance with the policies approved by the Ministry of Commerce regarding oud and incense products.
In some exceptional cases, return requests may be reviewed by the concerned department. If approved, 30% of the total order amount will be deducted.
3. Return of Packed Products:
Yes, packed oud products (1 ounce – 2 ounces – 1/8 kg – 1/4 kg – 1/2 kg – 1 kg) can be exchanged or returned, provided the used quantity does not exceed 2 grams of the total weight.
4. Refunds and Warranty:
If a warranty ( such as Diamond ) is available, the refund is allowed only once per customer regardless of the number of orders, and must be requested within 30 days of receiving the order.
The return process of products through the shipping company takes between 5 to 10 days, while the refund process takes between 7 to 21 business days.
Fifth: Order Cancellation by the Store
Thulaim Oud Store reserves the right to cancel any order and fully refund the amount paid in the following cases:
1- The requested product is unavailable.
2- A technical issue prevents the completion of the order.