At Oudh Al Shab, we are committed to providing you with exceptional products and services. We understand that there may be occasions where you need to cancel an order or request a refund. To ensure your complete satisfaction with our services, we want to outline our cancellation and refund policy and address some common queries.
Our policy outlines the conditions for:
(a) Returning purchased items with a valid reason;
(b) Obtaining refunds under specific conditions for purchased items;
(c) Cancelling orders within a specified timeframe.
It’s important to understand that while we strive to facilitate returns, refunds, and cancellations for our customers, certain restrictions are necessary to fulfill our business, legal, and contractual obligations. Return, refund, or cancellation processes may also differ between brands. Each product sold under our brand will have specific guidelines, referred to as the “Guidelines,” which govern these processes. These Guidelines take precedence over our general policy. It’s essential to familiarize yourself with the relevant Guidelines before making a purchase on our platform.
What can be returned and under what circumstances?
(a) If you receive a product with faults or defects, such as a damaged or leaked attar bottle, or a non-functional electric Bakhoor burner.
(b) If you receive a product that differs from your order.
(c) If you receive a product that appears different from its description.
(d) If the size of the product delivered does not match your order.
(e) If you are dissatisfied with any attar from the Oudh Al Shab range.
Please note: For any issues with delivery such as theft, damage, or receiving an empty package, you must provide an unboxing video to our customer care team for your complaint to be processed. Without a video, we cannot address your concerns.
Which products are non-returnable?
(a) Products that have been used, worn, washed, or soiled.
(b) Once the seal is broken, branded items cannot be returned unless compensation is provided.
(c) Consumable products, such as imported items and beard massage oil, cannot be returned once the seal is broken unless compensation is provided.
(d) Bulky items like caps in bundles.
(e) Custom-made products including perfume made on order, Bakhoor, jubbahs, agarwood chips, pearls ornaments, etc
(f) Caps ordered in the wrong size cannot be returned.
(g) Products purchased during sale or discount periods.
Conditions for product returns:
(a) Items must be returned in their original condition with all accompanying items such as bills, tags, and labels intact.
(b) Products should remain in their original, unsoiled state.
(c) Brand packaging must remain undamaged.
(d) Product replacements will be dependent on availability on our website at the time of return.
In case of return, the product replacement will be initiated and shipped within 2-7 business days after returned product received to us.
Refund Qualification
To initiate a refund request, kindly reach out to us via WhatsApp at +91 9645 11 7777. Ensure your message includes the product name/image, order ID, and a thorough explanation of your concern. This should be done within 3 days of receiving the product. Requests submitted beyond this timeframe will be handled by the Oudh Al Shab team, and the product must be returned to us within 7 days thereafter. Alternatively, you can also contact us via email at [email protected].
In case of refund the refund will be initiated and credited within 7-15 business days after receiving the product to us.
Cancellation Policy
(a) Orders cannot be canceled after 12 hours of placement.
(b) Customized orders, such as jubbahs, handmade caps, abayas, bishts, and wooden nalains, cannot be canceled.
(c) If you wish to cancel an order that has not yet been dispatched, please inform us immediately.
Note: We reserve the right to cancel any order due to pricing errors or stock unavailability.