Exchange & Return Policy
By completing a purchase, you automatically agree to the Exchange and Return Policy outlined below.
First: Exchange & Return Conditions
Products cannot be exchanged or returned as they are custom-made according to the customer’s request.
Exceptions are limited to the following cases only:
• Manufacturing defects
• Receiving a product that does not match the original order
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Second: Defect Reporting Procedure
Please contact Customer Service via WhatsApp within the specified timeframe and provide the following:
• Order number
• Clear photos of the defect (preferably from multiple angles)
• A brief description of the issue
After reviewing the request, and if the defect meets the stated conditions, the customer will be notified of the approval.
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Third: Exchange or Return Process
• The customer must ship the product within 48 hours of reporting the issue, using appropriate packaging.
• The customer bears the shipping costs if the defect is not caused by an error from the store.
After receiving and inspecting the product:
1️⃣ Exchange
• The product will be replaced with a new item of the same specifications, subject to availability.
• If unavailable, it will be replaced with another item of equal value.
• The production time for the replacement item ranges from 2 to 7 business days (excluding shipping time).
• Once completed, the product will be shipped according to the store’s shipping policy.
2️⃣ Return (Refund)
• If exchange is not possible, the product value only will be refunded.
• Shipping fees and any additional charges are non-refundable.
• The refund will be issued to the original payment method after inspection and approval.
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Fourth: Cases Where Exchange or Return Is Not Accepted
• Exceeding the specified reporting or shipping period (48 hours).
• Product usage or change in condition (stains, incense smoke, perfume scents, or shape alteration).
• Washing the product before submitting a return request.
• If the defect is not a manufacturing defect or cannot be proven as such.
• If the product has been altered by the customer.
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Fifth: Timeframe
• Any defect must be reported within 48 hours of receiving the order.
• After this period, the customer is no longer entitled to request an exchange or return.
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Important Notes
• Only the product value will be refunded; shipping fees or any other charges are excluded.
• Original shipping fees paid are non-refundable.