Exchange and Return Policy

Comprehensive Purchase, Warranty, and Return Policy

We at Match Perfumes guarantee the quality of our products and always strive to achieve customer satisfaction. Below is a comprehensive clarification of the policies adopted by us regarding exchange, return, cancellation, and platinum warranty, in addition to shipping and payment information.

First: Platinum Warranty Policy:

  • The customer is entitled to benefit from the platinum warranty and receive a refund only once.
  • This right applies to the customer only once, regardless of the number of orders or invoices.
  • Contact must be made within 90 days from the date of receiving the order.

Second: Exchange or Return Policy:

Conditions for submitting a request:

  • Contact us within 7 days of receiving the order.
  • The product must be in its original condition, and the outer packaging must not be opened.
  • A video or clear photo showing the condition of the product must be attached.
  • The customer bears the shipping cost of 25 SAR.

Delivery to the shipping company:

  • The product must be delivered to the shipping company within 5 days of issuing the return shipment order.
  • If the customer delays beyond the specified period, the request will be permanently rejected.

Exceptions:

  • If the outer packaging of the product has been opened, the return request will not be accepted, as the product is no longer in its original condition.

Third: Cancellation Policy:

  • We will make every effort to cancel the order before it is prepared or shipped.
  • If the order has been prepared or shipped, it will be treated as a return request and must be physically received at the warehouse.
  • The store reserves the right to cancel the order and refund the full amount in the following cases:
  • Product unavailability.
  • Technical errors.
  • Circumstances beyond the store’s control that prevent order fulfillment.

Fourth: Errors or Damaged Products:

  • If an error occurs on our part, such as receiving a different product or a leakage or breakage, we commit to compensation or replacement under the following conditions:
  • Contact us within 7 days of receiving the order and provide:
  • A video and clear photo of the defective product.
  • A photo of the invoice and shipping receipt.
  • A photo of the outer carton showing its condition upon receipt.
  • The request will be submitted to the store management to decide on approval for compensation or replacement.

Fifth: Timeframes for execution:

  • Product returns via the shipping company: within 3 to 8 business days.
  • Refunds: within 7 to 14 business days, depending on the payment provider policy (Mada – credit cards – Tabby – Tamara – Emkan).
  • If the refund is delayed due to incorrect bank details of the customer, the period starts after verification of the correct information.

Payment Information:

  • When paying via our website, payment information is sent directly to the service provider via a secure connection.
  • We accept payment via Mada, Visa, MasterCard, and financing services such as Tabby, Tamara, Emkan.
  • The cardholder must keep a copy of the transactions and payment records.
  • Note: persons under 18 are not allowed to register or use the website.

Shipping and Delivery:

Shipping Details:

  • Free shipping for orders over 100 SAR.
  • Shipping is done through: Aramex, SMSA, Agix, Redbox, and the company is chosen according to the customer’s preference.
  • Delivery service operates all days of the week except Friday and official holidays.
  • Delivery time: 7 to 10 business days from order confirmation.
  • Pre-order items: will be shipped when available, expected by the end of October.
  • International shipments (outside Saudi Arabia) may be subject to customs fees or taxes according to the destination country’s regulations, payable by the customer upon receipt.

Address Requirements:

To ensure fast delivery, the address must include:

  • Building/villa or apartment number.
  • Street name, city.
  • Correct phone number (local or international as applicable).
  • Recipient name.

In case of delivery issues:

  • The customer must contact us within 3 days from the shipment date if the order is not received.
  • If not received or refused, the order will be treated as returned.
  • When choosing Redbox: the customer understands that the service does not include home delivery, and the shipment must be collected from the selected Redbox locker.

Finally:

We are committed to providing the best possible experience and appreciate your cooperation and understanding. For any additional inquiries regarding this policy, please contact our customer service team.

For complaints and suggestions, you can contact us at:

You can contact us through the official channels listed below:

WhatsApp: +966125785690

Unified number: 920032057

Email: [email protected]


Or via our social media accounts listed on the website.