Shipping, Exchange, Return, Payment and Cancellation Policy

Delivery location:

All shipments available on our website are eligible for shipping to all cities in the Kingdom of Saudi Arabia and the Gulf countries. Although we strive to deliver all your orders to your doorstep, some orders may be routed for pickup from the nearest delivery company branch. This is because some cities and villages are not supported by home delivery services through our delivery service providers.

 

Delivery time:

We work with the best delivery providers in the region and strive to deliver your orders with the highest quality and speed possible. The above delivery times are based on business days, which are all days of the week except Friday.
The estimated times below exclude all orders that do not have express delivery in stock and special requests such as packaging, which require a delivery time of two to seven business days.

If you change your shipping address after ordering, it may take longer than usual to deliver your order. We are not responsible for any damages, so please ensure you provide the correct address when placing your order.

Estimated shipping time:

Kingdom of Saudi Arabia:

• Within Riyadh, Mecca, Jeddah, Abha, Khamis Mushayt, Sakaka, Arar, Tabuk, Al-Ahsa, Dammam, Al-Khobar, Buraidah, Yanbu, Al-Qunfudhah, Najran and Medina: 24 to 48 hours
• Other cities in the Kingdom: from 2 to 7 working days
  
  

Delivery fees

Delivery fees are 25 riyals for all regions of the Kingdom for prepayment . In the event of a valid offer, the customer is sometimes exempted from delivery fees, depending on the terms of the offer present at the time of the customer’s purchase.

In the case of shipping outside the Kingdom of Saudi Arabia, the shipping period depends on the international procedures for each country. Your shipment can be tracked via the shipment number sent to you via text message or email. Some taxes may be imposed on international shipments and may be borne by the customer. 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 and free from defects.
   • Packaged fats and agarwood cannot be returned.

2. Disadvantages:

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

3. Invoice:

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

4. International Orders:

   • Orders from outside Saudi Arabia are non-refundable.

5. Affected products:

   • Products damaged as a result of misuse or improper storage are not the company's responsibility.

6. Shipping and Returns:

   • If the customer does not receive the shipment and it is returned to the company, it is considered a return and a delivery fee of 25 riyals will be deducted.
   • If the customer requests to ship it again, he will bear an additional delivery fee.

Covering the costs of return :

Dokhoon Company covers all return costs in the following cases, provided that 7 days have not passed since receiving the order :

• Received a damaged product .
• Receiving a product different from what was ordered .
• The order arrived missing one or more products .
• The order arrives with one or more products more than what was paid for .

How to submit a refund request?

First: You need to contact customer service on WhatsApp 00966533829229 or via the unified phone number of Dokhoon Company 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 defective ones.

Third: Customer service representatives will review your order. If all requirements are met, a new shipping policy will be issued and sent to the email address registered with the order. You will then need to print the shipping policy and deliver it to the delivery service provider's branch, to which customer service will direct you. We cannot guarantee that the returned product will be received by the delivery company at your doorstep.

Fourth: Once your returned shipment arrives, we will verify its compatibility with the order you submitted, and then create a refund request for you using the same payment method. The refund process typically takes 1 to 15 business days, depending on the bank you use.

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 order and obtaining approval from an online store customer service representative to coordinate the return from the branch.

 

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

None of the products to be returned to us must have been used and must not have any tags or labels removed. Smoke If any, and in the same condition as received, in good condition, in its original box or packaging, along with the original invoice. Within 7 (seven) days after receipt by you. 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 fees for the returned product to us .

Returns may not be accepted if they are damaged or soiled. Once we have inspected and approved your return, we will refund the price you paid for the item, excluding the initial delivery fee. The customer will be responsible for the return shipping costs to the online store address. Please note 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 .

substitution

You can exchange products within 7 days of receiving your order, subject to stock availability. Any products returned to us must be unused and must not have any tags or labels removed.  Tobacco , if available, must be in the same condition as received, in good condition, in its original box or packaging, and include the original invoice. Products with a manufacturing defect are exempt from this requirement, as they can be exchanged or returned within 7 days of receipt.

Once we have received and inspected the returned product, you may exchange this product for any other product: of the same value; or of greater value, in which case you will be paid the price difference; or of a 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).

 

Payment and Cancellation Policy at Dokhoon Company

Payment methods available in Dokhoon Store:
Cash on Delivery: You can pay your order amount in cash upon arrival of the shipment, within Saudi Arabia.
You can use your credit card (such as Visa or MasterCard) to pay for your purchases in advance, or via Mada card.

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