Shipping, Exchange, Return, Payment and Cancellation Policy

Delivery Location: 

All shipments available on our website are deliverable to all cities in Saudi Arabia and Gulf Cooperation Council countries. Although we strive to deliver all your orders to your doorstep, some orders may be directed for pickup from the nearest delivery company branch due to some cities and villages not being supported for home delivery service by our delivery service providers.

 

Delivery Time:

We work with the best delivery service providers in the region and strive to deliver your orders with the highest possible quality and speed. The mentioned delivery times are based on working days, which include all days of the week except Friday.
Excluded from the estimated times below are all orders not available in fast-delivery warehouses and special orders such as gift wrapping, etc., where the delivery period will be from two to seven working days.

  If the shipping address is modified after placing the order, the delivery may take longer than usual. Therefore, we disclaim all responsibility, and we kindly ask you to enter the correct address when completing the order.

Estimated Shipping Time:

Kingdom of Saudi Arabia:

    • Within Riyadh, Makkah, Jeddah, Abha, Khamis Mushait, Sakaka, Arar, Tabuk, Al-Ahsa, Dammam, Al-Khobar, Buraidah, Yanbu, Al-Qunfudhah, and Madinah: 24 to 48 hours

    • Rest of the Kingdom: 2 to 7 working days

 

Delivery Fees

.The delivery fee is 25 SAR for all regions of the Kingdom for prepaid orders. In case of an ongoing offer, the customer may sometimes be exempt from delivery fees, depending on the terms of the offer at the time of purchase.

For shipments outside Saudi Arabia, the shipping period depends on the international procedures of each country. You can track your shipment via the tracking number sent to you by text message or email. Some taxes may be imposed on international shipments, and the customer may bear them. We will not bear any responsibility if the shipment is damaged or returned by customs..

 

Return Policy

Return Policy

  1. Product Condition:

    • The product must be unopened, in its original condition, free of defects, and the outer packaging must not have been opened.

    • Packaged oils and Oud wood cannot be returned.

  2. Defects:

    • Returns are only accepted if there is a defect not caused by the customer's action.

  3. Invoice:

    • The original invoice must be attached with the return request.

  4. International Orders:

    • Orders from outside Saudi Arabia are not eligible for return.

  5. Damaged Products:

    • Products damaged due to misuse or improper storage conditions are not the company's responsibility.

  6. Shipping and Returns:

    • If the customer does not receive the shipment and it returns to the company, it is considered a return, and a delivery fee of 25 SAR will be deducted.

    • If the customer requests reshipment, they will bear additional delivery fees.

 

Coverage of Return Costs:

Dkhoon company covers all return costs in the following cases, provided that 7 days have not passed since the order was received:

  • Receiving a damaged product.

  • Receiving a product different from the one ordered.

  • Order arriving with one or more missing items.

  • Order arriving with one or more items in excess of what was paid for.

 How to submit a return request?

First: You need to contact customer service via WhatsApp at 00966533829229 or via Dkhoon's unified phone number 0112440224.

 Second: You need to provide the following:

 A copy of the invoice or order number.
Photos and video of the products showing their condition.   
Keep all products with you, even the defective ones.

 Third: Customer service representatives will analyze your request. If all conditions are met, a new shipping label will be issued and sent to your registered email address for the order. You will then need to print the label and hand it over to the branch of the delivery service provider that customer service will direct you to. We cannot guarantee receipt of the returned product via the delivery company from your doorstep.

Fourth: Upon arrival of your returned shipment to us, it will be checked for conformity with the submitted request, and then a cash refund request will be created for you using the same payment method. The refund process usually takes from 1 to 15 business days, depending on the bank involved.

. Note: You can return your order to any of our branches across the Kingdom of Saudi Arabia to expedite your refund, but only after submitting the request and obtaining approval from the e-store customer service representative to coordinate the return from the branch.

 

 

However, if you simply wish to return the product for any reason, a product re-delivery fee of (25 Saudi Riyals) will be charged, and we will be happy to process your request within 15 days.

Any products to be returned to us must not have been used, and any Dkhoon tags and labels, if present, must not have been removed. They must be in the same condition as received, in good condition, and in their original box or packaging, along with the original invoice. This must be done within 7 (seven) days of your receipt. We will not accept any returns if the original box or packaging has been opened or tampered with. After receiving and inspecting the product, the amount paid will be refunded after deducting the delivery fee for the returned product to us.

Returns may not be accepted if they are damaged or soiled. Once we have completed the inspection of the returns and approved their return, we will refund the price you paid for this product, excluding the initial delivery fee. The customer bears the shipping costs for returning the order to the e-store's address, noting that delivery and payment fees are non-refundable. We offer a flexible return policy to make your online shopping experience as easy and convenient as possible.

 

Exchange

You can exchange products within 7 days from the date of receiving your order, subject to stock availability. Any products to be returned to us must not have been used, and any Dkhoon tags and labels, if present, must not have been removed. They must be in the same condition as received, in good condition, and in their original box or packaging, along with the original invoice. This excludes products with manufacturing defects, for which exchange and return are allowed within a period not exceeding 7 days from the date of receiving the order.

Once we receive and inspect the returned product, you may exchange it for any other product: of the same value; or of greater value, in which case you will be refunded the price difference, or of higher value, in which case you will have to pay the price difference at the time of exchange and a shipping fee of (25 Saudi Riyals).

 

Dkhoon Company Payment and Cancellation Policy

Available payment methods in Dkhoon store:
Cash on Delivery: You can pay your order amount in cash upon shipment arrival, within Saudi Arabia.
You can use your credit card: such as (Visa, MasterCard) to pay for your purchases in advance, or via Mada card.

 Installment Payments: You can pay for your purchases in 3 interest-free installments. (For orders within Saudi Arabia only)