Terms and Conditions

Terms and Conditions

English Version:

1. Introduction

Welcome to PọONE, an online store specializing in perfumes and oud products. By accessing or using our website, you ("Customer," "You") agree to be bound by these terms and conditions ("Terms"). Please read them carefully before placing any orders.

2. Products and Pricing

All prices displayed on our website are in Saudi Riyals (SAR) and include Value Added Tax (VAT). If you are accessing the site from outside the Kingdom, from one of the countries we ship to, prices will be displayed in the currency of your selected country, excluding VAT. Additional taxes or fees may apply when your order is received in your country (these vary according to each country's laws).

We make every effort to ensure the accuracy of product descriptions and pricing, but errors may occur. In case of any discrepancy, we reserve the right to correct the information and cancel any orders affected by such errors. This includes product unavailability or payment issues.

3. Orders and Payments

• • Order Confirmation: Placing an order constitutes an offer to purchase the selected products. We will send you an email to confirm receipt and processing of your order.
• Payment Methods: We accept various payment methods, including credit and debit cards and online payment platforms.
•  For example: Mada, Visa, Mastercard, and installment platforms such as Tamara and Tabby.
• For purchases made using installment plans through Tamara or Tabby, returns are not accepted.

4. Shipping and Delivery

• Shipping Area: We currently ship within Saudi Arabia and some countries.
• Service Provider: Shipping and delivery are handled by a third party (a specialized shipping company). Therefore, PọONE is not responsible for any delays that may occur after the order has been handed over to the shipping company.
• The customer will be provided with an order tracking number as soon as it becomes available, enabling them to track the shipment's status directly with the shipping company.
• Delivery Timeframe: Orders are typically processed within 2-10 business days from the date of order confirmation. Times are estimated and may be affected by seasonal congestion, weather conditions, or customs procedures depending on your location and other factors beyond our control.
• Shipping Costs: Shipping costs will be calculated and displayed at checkout.
• Additional shipping or customs fees may apply to international shipments. These fees may vary from country to country. These fees are imposed by the destination country, and we have no authority to determine their value, as they are subject to the laws and regulations of the destination country.
• Data and Address Responsibility
• The data entered by the customer when placing an order is used directly to create the shipping label, which is automatically sent to the shipping company.
•  If there is an error in the address or it is changed after the order has been shipped, the customer is responsible for any resulting fees or delays.
•  We recommend carefully verifying the name, address, and contact number before completing your order.

5. Returns and Refunds

·        PọONE customers have the right to exchange the product (Perfumes, Oud, Oils), provided that the product (Perfumes, Oud, Oils) is packaged and in its original condition, with the purchase invoice and follows the following conditions.

·        Exchange within 7 days – Return within 3 days of receipt.

• General Returns: Returns are non-exchangeable or non-refundable except in the following cases:
• The product is defective or has a manufacturing defect.
• The product was shipped to an incorrect address (due to an error on our part).
• The wrong product was received, different from the order, provided that the product is unused and its original packaging has not been opened.
• The product was damaged during shipping. You must contact us within one hour of receiving your shipment, and provide a clear photo of the damage along with your order number.
• To initiate a return, please contact our customer service team within 3 days of receiving your order. We may request photos or videos illustrating the defect.
• Oud Products: Oud products can be returned if less than 10% has been used. The cost of the used portion will be deducted from the refund amount.
• Amber Products: All Amber Products are Non-returnable and non-exchangeable.
•  Samples: Samples cannot be returned or exchanged after purchase under any circumstances.
• Payment Plan Purchases: Items purchased using installment plans through Tamara or Tabby are not eligible for return.

·        Notes:

·        Opening the packaging invalidates the return.

·        Refunds are processed via bank transfer and take 10 business days.

·        PọONE reserves the right to cancel any order for any reason.

·        In the event of cancellation, the full amount paid will be refunded to the customer using the same payment method used for the order or via bank transfer.

·        The customer must present the original invoice for any exchange or return Unless there is an error on our part or a manufacturing defect.

6. Canceling an order

·       PọONE We offer order cancellation for website orders under the following conditions:

·       To cancel an order, please contact customer service.

·       Contact must be made before the order is shipped.

·       Once the order has shipped, it cannot be canceled.

·       If you wish to cancel an order placed using installment platforms, the platform fees will be deducted from the order total.

7. Installment Plans (Tabby – Tamara – etc.)

·         Policy Scope:

·         This policy applies to all orders paid via Tabby or Tamara through the online store.
Cash refunds are strictly not available. All orders are subject to the exchange-only policy.

·         Exchange Period

·         Customers are entitled to request an exchange within 7 days from the date of receiving the order.

·         Conditions for Acceptance:

To be eligible for exchange, the product must:

·         Be unused and unopened

·         Have the security seal intact

·         Be in its original condition with the box and all accessories

·         Be accompanied by the order number or invoice

·         Non-Exchangeable Items

The following items are not eligible for exchange:

·         Opened or used products

·         Products damaged due to misuse

·         Sale or discounted items

·         Custom-made or made-to-order products

Note: Differences in scent or longevity are a matter of personal preference and are not accepted as valid reasons for exchange.

·         Exchange Mechanism

Exchanges may be processed as follows:

·         The same product (subject to availability)

·         A product of equal value

·         A higher-value product with payment of the price difference

·         A lower-value product

·         Any price difference will be refunded to the customer via bank transfer only

·         No cash payments or hand-to-hand refunds are provided.

·         Price Difference for Higher-Value Products

·         Payment must be made via bank transfer only

·         Tabby, Tamara, or any other electronic payment methods cannot be used

·         The exchange will be processed only after confirmation of the bank transfer

·         Bank Transfer Details

·         Bank Name: Al Rajhi Bank

·         IBAN: SA86 8000 0045 4608 0145 8844 7

·         Account Number: 454000010006084588447

·         Shipping

·         Shipping costs are borne by the customer

·         The store will cover shipping costs only in the following cases:

·         Incorrect product sent

·         Verified manufacturing defect upon receipt

·         Cancellation

·         If cancellation is requested before shipment, the paid amount will be converted into an exchange credit.

·         The credit may be used to purchase any other product from the store without additional shipping fees.

·         Customer Acknowledgment

·         By using Tabby or Tamara and completing the purchase, the customer acknowledges and fully agrees to this policy and confirms that they are not entitled to request a cash refund.

8. Loyalty programs:

•        PọONE provides a loyalty program. The program offers one point for each SAR spent on the website or physical store.
•        Points are non-transferable or non-refundable.
•        These points have an expiration date.
•        Loyalty program points and discount coupons cannot be used in the same order.
•        The expiration date could be different depending on the promotions provided.
•        The points could be collected if the customer provided his or her phone number while making an order.
•        The points to SAR conversion rate could be changed depending on the promotions provided.
•        The loyalty program is provided by external party. Hence, PọONE is not responsible for any technical errors and mistakes.
•        If you face any problem with the program, you could contact us and we will try our best to solve the problem. However, we could not guarantee the solution for the program.

9. Offers and Discounts:

·        If a discount code or offer is already in effect, it cannot be applied to a discounted item.

·        • Exclusive products, including those exclusively at Harrods, are not covered by any promotional offer, discount coupon, or voucher.

·        Loyalty program points and discount coupons cannot be used in the same order.

10. Disclaimer and Limitation of Liability

• Product Information: While we strive to provide accurate product information, we do not guarantee the completeness or accuracy of any descriptions, images, or specifications.
• Product Use: You are solely responsible for using our products in a safe and appropriate manner. We are not liable for any damages or injuries resulting from improper use of our products.
• Website Availability: We make reasonable efforts to ensure the availability and accessibility of our website. However, we cannot guarantee uninterrupted service and are not liable for any downtime or technical issues.

11. Intellectual Property

All content on this website, including text, images, logos, and trademarks, is protected by intellectual property laws. This includes the PọONE name, logo, and any visual or textual content appearing on the website or in advertising campaigns. You may not use, copy, modify, or distribute any content without our express written consent.

12. Governing Law and Dispute Resolution

These Terms shall be governed by and construed in accordance with the laws of Saudi Arabia. Any disputes arising out of or relating to these Terms shall be settled amicably through negotiation. If amicable settlement is not possible, the dispute shall be referred to the competent courts of Saudi Arabia.

13. Amendments to These Terms

We reserve the right to modify these Terms at any time without prior notice. The updated Terms will be posted on our website, and your continued use of the website after such modifications constitutes acceptance of the revised Terms.

14. Contact Us

If you have any questions or concerns regarding these Terms, please contact us through [email protected] or 0114632530.