Exchange and Return Policy for Sillage Arabia
At Sillage Arabia, customer satisfaction is at the forefront of our priorities, and we constantly strive to provide perfume products of exceptional quality. Due to the nature of our perfume and dokhoon products and their connection to public health and safety, we have formulated the following exchange and return policy to guarantee your rights and provide a flexible and clear shopping experience.
1. 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, subject to the conditions outlined below.
2. Basic Conditions for Exchange and Return
For an exchange or return request to be accepted, the product must be in its original condition exactly as received, enclosed in its original, sealed plastic wrapper, and must not have been opened, used, or tested in any way. The original purchase invoice or order number must also be included with the returned products.
3. 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 dokhoon whose outer plastic wrapper has been removed or which has been used, even if it was for a one-time test. Furthermore, this policy 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.
4. Damaged or Incorrect Products
If you receive a damaged product due to shipping conditions, or receive a product different from the one you ordered, Sillage Arabia takes full responsibility. Please contact us within twenty-four hours of receipt and attach clear photos showing the damage or error. We will arrange to collect the incorrect or damaged product and send a replacement immediately without charging you any additional shipping fees.
5. Shipping Fees in Standard Cases
If a customer wishes to exchange or return a perfectly intact product in its original condition simply due to a change of mind, the customer shall bear the shipping costs for returning the product to our warehouses, in addition to the shipping cost of the replacement product in case of an exchange. Please note that the original shipping fees paid at the time of purchase are non-refundable; the refund applies only to the value of the product.
6. Steps to Request an Exchange or Return
To initiate the process, please contact our customer service team through our official channels, providing 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.
7. Refund Mechanism
Once we receive the returned product and inspect it to ensure it meets our return conditions, the refund process will begin. The amount will be transferred back to the original payment method used during the purchase (Credit Cards). For payments made via installment services (such as Tabby or Tamara), the service provider will be notified to update your payment plan. For "Cash on Delivery" orders, the amount will be refunded via bank transfer to the customer's account. The refund process and its appearance in your account may take between seven to fourteen business days, depending on the policies of your card-issuing bank.
8. Contact Us
To submit an exchange or return request, or if you have any inquiries, our team is ready to assist you via: