Exchange and Return Policy for Sillage Arabia

Introduction
At Sillage Arabia, we place our customers' satisfaction at the forefront of our priorities and always strive to offer aromatic products of exceptional quality. Given the nature of our perfume and incense products and their connection to public health and safety, we have formulated the following exchange and return policy to ensure your rights and provide a flexible and clear shopping experience.

First: Allowed Timeframe
Our valued customers have the right to submit a request to exchange products within fourteen days from the date of receiving the order, while a request to return products and receive a refund can be submitted within seven days from the date of receipt, in accordance with the conditions outlined below.

Second: Basic Exchange and Return Conditions
To accept an exchange or return request, the product must be in its completely original condition exactly as received, tightly sealed in its original plastic wrap, and not opened, used, or tested in any way. The original purchase invoice or order number must also be attached to the returned products.

Third: Cases Where Exchange and Return Are Not Accepted
To maintain quality and safety standards, we apologize for not accepting the return or exchange of any perfume or incense whose outer plastic wrap has been removed or which has been used, even if it was for a one-time trial. This policy also does not cover products that have been damaged or poorly stored by the customer, or products purchased during promotional offers and final clearance sales unless there is a manufacturing defect.

Fourth: Damaged or Incorrect Products
In the event that you receive a damaged product due to shipping conditions, or receive a product different from what you ordered, we at Sillage Arabia bear full responsibility. Please contact us within twenty-four hours of receipt, attaching clear photos showing the damage or error, and we will arrange to collect the incorrect or damaged product and send the replacement product immediately without charging the customer any additional shipping fees.

Fifth: Shipping Fees in Normal Cases
If the customer wishes to exchange or return an intact product in its original condition simply for a change of mind, the customer bears the shipping costs of returning the product to our warehouses, in addition to the shipping cost for the replacement product in the case of an exchange. Please note that original shipping fees paid at the time of purchase are non-refundable, and the refund is limited to the product value only.

Sixth: Steps to Request an Exchange or Return
To initiate the process, please contact the customer service team via the store's approved email or WhatsApp, providing us with the order number and explaining the reason for the return or exchange. Our team will review the request and provide you with shipping instructions and a return waybill if initial approval is granted.

Seventh: Refund Mechanism
After we receive the returned product and inspect it to ensure it complies with the return conditions, the refund procedures will begin. The amount will be transferred to the same payment method used during the purchase. The refund process and its appearance in your bank account or credit card may take between seven to fourteen business days, depending mainly on the policies of the card-issuing bank.