Refund policy

This policy explains the customer's rights and the process for requesting an exchange, return or refund from Nour Al Oud. A customer may request an exchange or return when a product is unsuitable, subject to the conditions below and without limiting rights provided by the applicable laws and regulations of the Kingdom of Saudi Arabia.

Accepted exchange and return cases

  • The product arrives damaged or different from the order.
  • There is a clear defect in the product upon receipt.
  • The customer requests an exchange or return within 7 days of receipt, provided that the product remains in its original condition as far as reasonably possible and has not been used in a way that affects its safety or value.

Conditions

  • The order number, contact details and product photographs must be provided when required.
  • The product should be returned with its packaging and accessories as far as reasonably possible.
  • Products damaged by customer misuse or improper storage are not accepted unless a defect or an error by the store or shipping carrier is established.
  • For products associated with health, safety or hygiene, the store may refuse a return if use affects the product's safety or ability to be resold. This does not limit the customer's rights when a defect or confirmed error exists.

How to submit a request

  1. Contact customer service through WhatsApp at +966530351993 or email support@nouraloud.com.
  2. Provide the order number, reason for the request and product photographs, if available.
  3. We provide an initial response within one business day and process the request within no more than 5 business days after receiving the required information.

Refunds

When a return is approved, the amount is refunded to the original payment method after the returned product has been received and inspected. The store processes an approved refund within no more than 14 days after approval. The time required for the amount to appear in the customer's account may vary according to the payment provider or bank.

Shipping and transport costs

If the exchange or return results from a store error, product defect or shipping damage, the store bears the shipping or reshipping cost. If the request is based on the customer's preference and no store error exists, the customer may bear the shipping or return-shipping cost. The applicable cost is communicated before the request is processed.

Complaints

A complaint may be submitted through the Contact Us page, WhatsApp at +966530351993, or the store's social accounts: TikTok @nour_aloud and Instagram nour_aloud. We provide an initial response within one business day and process a complaint within no more than 5 business days.