Refund and exchange policy

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.

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.

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.

Contact Us

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