Returns & Refunds & Exchange Policy

RETURN, REFUND & EXCHANGE POLICY
Jamr Al Oud – Online Store
Effective Date: January 2026

1. Policy Overview

At Jamr Al Oud, customer satisfaction is a core value. This Return, Refund & Exchange Policy has been carefully designed to be clear, fair, and transparent, while maintaining the highest standards of product quality, hygiene, and brand integrity.

This policy applies exclusively to purchases made through www.jamraloud.com.

2. Scope of Application

  • This policy applies only to online purchases made via jamraloud.com.

  • It does not apply to purchases made at Jamr Al Oud physical retail branches.

  • Each physical store operates under its own in-store policies, tailored to the in-person shopping experience and product handling.

3. Returns & Refunds (Change of Mind)

We accept returns within 14 days from the date of delivery, subject to the following conditions:

Eligibility Criteria

To qualify for a return:

  • The product must be unused and unopened

  • The original packaging and seal must be fully intact

  • A valid proof of purchase (order number) must be provided

Important Hygiene Notice

Due to hygiene, safety, and quality standards:

  • Opened or used perfumes, body oils, or personal care products are not eligible for return

4. Non-Returnable Items

The following items cannot be returned under any circumstances:

  • Opened perfumes, body oils, or hair fragrances

  • Testers, samples, or promotional / complimentary items

  • Products damaged due to misuse, mishandling, or improper storage

5. Damaged, Defective, or Incorrect Items

If you receive an item that is:

  • Damaged

  • Defective

  • Incorrect

Please contact us within 48 hours of delivery at:

Email: info@jamraloud.com

Required Information

  • Clear photos of the product

  • Photos of the external and internal packaging

Resolution

Once verified, we will offer one of the following at no cost to you:

  • A replacement, or

  • A full refund

6. Refund Processing

  • Refunds are issued to the original payment method

  • Refund processing time: 7–14 business days after product inspection and approval

  • Please note that bank or payment provider processing times may vary and are outside our control

7. Return Shipping Costs

  • Change-of-mind returns: return shipping costs are borne by the customer

  • Damaged, defective, or incorrect items: return shipping is fully covered by Jamr Al Oud

8. Customer Satisfaction Guarantee

At Jamr Al Oud, we understand that fragrance is a deeply personal experience.
For this reason, we proudly offer an industry-leading Customer Satisfaction Guarantee.

9. Free Exchange Guarantee (Up to 2 Years)

Customers are entitled to:

  • Free product exchange

  • Available at any time and from any location

  • Even after product use

  • Valid for up to two (2) years from the original purchase date

This guarantee reflects our confidence in our craftsmanship and our long-term commitment to customer satisfaction.

10. Scope of the Exchange Service

  • Applies to online purchases made through jamraloud.com

  • May also be honored at Jamr Al Oud physical stores, subject to in-store customer service procedures

  • Each exchange request is reviewed individually to ensure fairness and customer satisfaction

11. Exchange Conditions

  • Exchanges are offered for:

    • An item of equal value, or

    • An item within the same product category

  • No cash refunds are issued for used products

  • Jamr Al Oud reserves the right to regulate or decline repeated exchange requests in cases of suspected misuse

  • This Exchange Guarantee does not override the Return & Refund Policy

12. Exchange Requests & Support

To request a return, refund, or exchange, please contact us at:

Email: info@jamraloud.com

Our team will assist you promptly and professionally to ensure your experience with Jamr Al Oud remains exceptional.