سياسة الإرجاع والاستبدال

If you wish to understand the terms governing returns and exchanges at Nudrah for Oud, please review the following carefully. Certain products are strictly non-returnable by nature, and Customers are expected to be fully aware of these rules prior to completing any purchase. In limited and clearly defined circumstances—such as verified defects or material non-conformity—a return or exchange may be permitted. Customers must also adhere to the mandatory reporting timeframes applicable within the State of Qatar.

Returns & Exchanges Policy – Nudrah for Oud

1) Governing Principle (Seal Integrity & Non-Opening Rule)

Due to the nature of fragrance products and aromatic oils—particularly with respect to health sensitivity and susceptibility to alteration—no optional return or exchange shall be accepted for any product that has been opened, used, unsealed, tampered with, or whose packaging or serial number has been altered in any manner.

This policy constitutes an integral and binding part of the Company’s Terms & Conditions. Completion of an order shall be deemed a final, explicit, and irrevocable acceptance by the Customer of all provisions herein.

The sole exception to this rule applies strictly to the mandatory cases set out in Section (2) below.

2) Mandatory Acceptable Cases (Defect / Non-Conformity / Incorrect Delivery)

A return or exchange claim may be accepted only where one of the following conditions is conclusively established:

A verified manufacturing or material defect that affects the product’s essential function.

A material non-conformity with the specifications or description declared at the time of sale.

Incorrect delivery, including a discrepancy in product type, size, concentration, or specification compared to the confirmed order.

In accordance with Qatar Consumer Protection Law, where a product is defective or fails to meet declared requirements, the supplier is legally obligated to take appropriate corrective action. Such action may include repair, replacement, or refund at no additional cost to the consumer, depending on the nature and severity of the issue.

3) Explicitly Non-Acceptable Cases (Clear Exclusions)

Returns or exchanges shall not be accepted under the following circumstances:

Change of personal preference, dissatisfaction with scent profile, or subjective olfactory impression after opening or using the product.

Any product that has been opened, used, unsealed, or tampered with, unless a mandatory case under Section (2) is proven.

Products customized or prepared specifically upon Customer request, including but not limited to bespoke blends, personalized packaging, engraving, or special presentation—except where a verified defect or delivery error exists.

Minor, non-material natural variations inherent to authentic natural products, including differences in color, aroma, density, or appearance, provided such variations do not affect the declared essential specifications. These characteristics are intrinsic to natural materials and shall not constitute grounds for return or exchange.

4) Mandatory Reporting Timeframes

The Customer must notify the Company within the following strict time limits, failing which all rights to claim shall lapse irrevocably:

Visible damage, breakage, or leakage upon receipt: within 24 hours of delivery.

Incorrect item or missing contents: within 48 hours of delivery.

Optional returns for unopened, non-Final Sale products: within 7 days of delivery.

Expiry of the applicable reporting period without proper notification shall be deemed a lawful and conclusive waiver of any right to return or exchange.

To be considered, all of the following requirements must be fulfilled in full:

Submission of the order number, Customer name, and registered contact details.

Clear photographs of the product, external packaging, and security seal or serial number (if applicable).

Video evidence in cases of alleged leakage or malfunction, where requested by the Company.

Absolute preservation of the product, packaging, and all accessories pending final resolution.

Failure to satisfy any of the above conditions shall result in immediate rejection of the claim without liability on the part of the Company.

5) Inspection & Product Collection

Upon preliminary approval, arrangements shall be made for product collection within the State of Qatar for inspection and verification purposes.

All returned products are subject to technical examination. If inspection confirms that the product has been opened, used, tampered with, or altered in contradiction to the Customer’s claim, the request shall be permanently rejected, and the product shall be returned to the Customer in accordance with Company procedures, with no further right of claim.

6) Resolution Outcomes

Subject to verification and eligibility:

Replacement with the identical product, subject to availability.

Exchange for another product of equal value. Where a price difference exists, the order shall be adjusted accordingly.

Refund to the original method of payment, where technically feasible and legally applicable.

7) High-Value & Final Sale Products

Final Sale / Rare / High-Value Items:
Products classified as rare, high-value, or explicitly marked “Final Sale” are strictly non-returnable and non-exchangeable, even if sealed.

Sole exception: Verified cases of defect, material non-conformity, or incorrect delivery as defined in Section (2).