At Dukhoon Bahrain, we are committed to providing our customers with the best shopping experience. Should you wish to return or exchange a product, please review the following policy. By completing your purchase, you agree to all terms and conditions, the return and exchange policy, and the shipping and delivery policy of our store.
First: Conditions for return and exchange
The customer can request a return or exchange within a maximum period of 7 days from the date of receiving the order.
To benefit from the return, exchange or warranty service, you must keep the original invoice or proof of purchase.
The product must be in its original condition, unused, unopened, with all its accessories and original packaging.
The packaging and any codes or serial numbers on the product – if any – must be intact and untampered with.
Part of the package cannot be refunded or exchanged; the entire package, including all its contents and accompanying gifts, must be returned.
If the customer receives a gift or promotional offer with the product, the gift or the entire offer must be returned in its original condition, otherwise the store has the right to deduct the value of the gift or offer.
Returns and exchanges include all items except:
Oud oil.
Packaged fats.
Agarwood. Except in the case of a manufacturing defect.
Used, opened, or unpackaged products cannot be returned or exchanged unless a manufacturing defect is proven.
Products that have been prepared or manufactured according to customer requirements cannot be returned.
Orders shipped outside of Saudi Arabia are not eligible for return or exchange, except in the case of a manufacturing defect or an error on the part of the store.
Shipping fees, cash on delivery fees, and gift wrapping fees are non-refundable after the order has been shipped.
The customer bears the return or exchange fees, unless the reason for the return is a mistake by the store or a manufacturing defect.
Dukhoon Bahrain store reserves the right to refuse any return or exchange request that does not meet the conditions outlined in this policy.
Second: Cash on delivery
Dakhoon Bahrain store offers a cash on delivery service according to the approved terms and conditions.
If the customer chooses cash on delivery and then refuses to receive the shipment or does not receive it after it has been shipped and returns it to the store, the customer will bear the actual fees charged by the shipping company, which are:
Shipping fees are 23 Saudi Riyals.
23 Saudi Riyals is the return shipping fee.
For a total of 46 Saudi Riyals.
These fees are deducted from any amounts due to the customer, or required to be paid, or before accepting any future orders, as they are actual fees imposed by the shipping company and not fees imposed by the store.
Third: Shipping and Delivery Policy
Dakhoon Bahrain store strives to provide a reliable and fast shipping service to all customers.
Customer rights
The order will be shipped after confirmation and completion of payment procedures or confirmation of payment upon delivery orders.
Providing the customer with a shipment tracking number when available.
The product was delivered in accordance with the order.
Notify the customer of any delay beyond the store's control.
Customer duties
Enter correct and complete data.
Make sure the mobile number and address are correct.
Receive the shipment within the specified timeframe.
Cooperation with the shipping company to complete the delivery process.
Shipping time
Within Riyadh city: 24 to 48 hours.
Other cities in the Kingdom: 1 to 4 working days.
Shipping may be delayed during peak seasons, special offers, Ramadan, holidays, or due to circumstances beyond our control.
Shipping fees
Shipping fees are displayed before the purchase is completed, and the store may offer free shipping according to the advertised terms.
Shipment not received
If the customer does not receive the shipment or rejects it after it has been shipped, the fees outlined in the Cash on Delivery policy will apply, and the store has the right to take appropriate action regarding future orders.
Shipping company's responsibility
After the shipment is handed over to the shipping company, the transportation process becomes subject to its procedures, with the store continuing to track the shipment and coordinate with the shipping company until it reaches the customer.
Fourth: Guarantee
Dukhoon Bahrain guarantees the quality of all products and that they are free from manufacturing defects before shipping.
If a manufacturing defect is proven, the customer is entitled to replace or compensate the product at no additional cost.
The warranty does not cover damages resulting from misuse, improper storage, or damage after the customer receives the product.
Fifth: Contacting us
If you have any questions or wish to submit a return or exchange request, please contact customer service via:
Mobile/WhatsApp/Call: +966 50 841 1133
Email: [email protected]
Or through Dakhoon Bahrain's official social media accounts.