Ordering & payment
How to order
Choose a type and size on the site, then send your order on WhatsApp at 0503801764. We confirm availability, price and shipping details with you before payment.
Payment method
Payment is by bank transfer. We send you the account details when the order is confirmed, and begin preparation once the transfer is received.
Shipping fee
From SAR 19 up to SAR 29 depending on the buyer’s city, paid by the buyer.
Confirming the transfer
After transferring, send the transfer receipt in the same chat so we can match it to your order and confirm that preparation can start.
Shipping & delivery
Shipping area
We ship from Riyadh to all regions of Saudi Arabia through the available carriers.
Fees and estimates
Shipping fees start at SAR 19 and go up to SAR 29 depending on the buyer’s city. Delivery usually takes 1 to 5 days and can take up to 7 days at most. We confirm the final fee before payment. Estimates may vary by destination, peak periods, holidays and carrier conditions.
Order preparation
Preparation begins after an order is confirmed and the bank transfer is received. Tracking details are provided when they become available from the carrier.
Delivery delay
We inform the customer of a material expected delay. The customer retains the right to cancel and recover eligible payments when the agreed or statutory delivery period is exceeded, unless the delay results from force majeure.
Delivery details
The customer is responsible for entering an accurate name, mobile number and address. If a parcel is returned because the customer could not be reached or the address was incorrect, it may be sent again after the new shipping charge is paid.
When your order arrives
Inspect the parcel
Check the parcel and make sure the products match your order. Keep the packaging and shipping label until you have confirmed that the contents are in good condition.
Damage, shortage or incorrect item
Contact us as soon as you discover the issue using the contact method connected to your order. Include the order number and clear photos of the parcel and product. A verified error or shipping damage is resolved without charging the customer for shipping.
Returns
Right to return
A customer may request cancellation of the purchase contract within seven days of receiving the product, provided it has not been used or benefited from, subject to Saudi E-Commerce Law and its statutory exceptions.
Product condition
The product must be unused, in its original condition, with all accessories and packaging, and accompanied by proof of purchase. Oud wood that has been burned, divided or otherwise altered cannot be returned unless it is defective or the wrong item was supplied.
Opened products
For safety and product integrity, oud oils and personal-use products cannot be returned once their seal has been opened or they have been tested, unless defective or different from the order, to the extent permitted by law.
Return shipping
For a change of mind, the customer pays the return shipping cost. For a verified defect, shipping damage or incorrect item, the store covers the reasonable handling and shipping cost.
Exchanges
Exchange request
Exchanges depend on replacement availability and the product meeting the condition requirements above. Any price difference applies, and the customer pays shipping when changing their preference.
Error or defect
If the wrong item arrived or a defect is verified, we arrange the appropriate exchange or return after review, without an additional charge to the customer.
Refunds
Review
Once a returned product arrives, we inspect its condition and eligibility and inform the customer of the result.
Refund method
An approved refund is returned by bank transfer to the customer’s account. The time it appears depends on the bank.
Shipping fees
The original shipping charge is not refunded when a customer changes their mind after dispatch. It is refunded when a store error, covered defect or shipping damage is verified.
How to submit a request
Prepare the details
Send the order number, product name, reason for the request and clear photos when there is damage or a defect.
Contact us
Use the contact method shown in the nakhwattr store, the WhatsApp number or your order details. We will review the case and explain the return steps before you send the product.
Before sending
Please do not send a product until you receive return instructions, so the parcel can be routed and tracked correctly.
This policy applies without limiting consumer rights under Saudi law. Applicable statutory provisions prevail in the event of a conflict.
Legal reference: هيئة الخبراء بمجلس الوزراء · نظام التجارة الإلكترونية