سياسة الاستبدال والاسترجاع

In our concern for our customers at Shatha Al-Anbara, we provide them with quality assurance and the right to return absolutely, with or without a reason, and to offer a distinguished experience with our customers by providing a flexible and easy policy in case the customer wishes to exchange or return. The return and exchange process is subject to some controls and conditions: Exchange and return policy: * The customer has the right to request a return of the product within 3 days (72 hours) of receiving it without providing any reason for the return, and contact us and submit the request via the store's WhatsApp customer service 0508180077. * In case of any manufacturing defect or damage to the product, Shatha Al-Anbara customers have the right to replace the damaged product with a new one, provided that the product is packaged and in its original condition. * If the product or part of it is damaged due to customer negligence or poor preservation of the product, the customer bears responsibility for that, and the store has the right to refuse acceptance of the return or exchange. Return and exchange policy for Oud wood, Oud oil, and all types of fragrances: * The user should not increase the amount of Oud wood used beyond 2 grams, and if the customer tests more than 2 grams, the excess grams will be deducted. * Returns are not allowed if usage exceeds 7 grams for natural Oud and 10 grams for enhanced Oud. * The product must not be used in any way or benefit from it — such as purifying incense and returning the remaining. * For oils of all types, a small drop is used on a piece of cloth, cotton, or a clean tissue, provided that the roller or wick does not directly touch the skin. Special policy for other products (for exchange and return): * The product must be in its original condition, without damage, breakage, or similar issues. * The customer bears the full shipping cost if they wish to return or exchange (using the same shipping company that delivered the order). * If shipping or delivery was free, and the customer wishes to exchange or return, they bear the full transportation and shipping costs. * The amount will be refunded to the customer after receiving the returned order within 14 working days from the date of the return. * The amount will be refunded to the customer after canceling the order within 14 working days from the cancellation date.