سياسة الاستبدال و الاسترجاع

Return or exchange policy: In cases of exchange or return, contact via WhatsApp number (00966534286888). The delivery time for the order ranges from 3 days to 15 days depending on the shipping companies chosen by the customer. The exchange period is 7 days from the date of receiving the order. The return period is 7 days from the date of receiving the order. Exchange: Contact us via WhatsApp within 7 days from the date of receiving the order, provided the product is in its original condition, and attach a video or photo showing the condition of the product (the outer packaging has not been opened). The customer bears the shipping cost. Return: Contact us via WhatsApp within 7 days from the date of receiving the order, provided the product is in its original condition, and attach a video or photo showing the condition of the product (the outer packaging has not been been opened). The customer bears the shipping cost. In case of an error by the store in one of the products, such as receiving a different perfume than ordered, leakage, or breakage, the customer will be compensated and their issue resolved as quickly as possible, provided: Contact us via WhatsApp within 7 days from the date of receiving the order. Provide us with a clear video and photo of the defective product to be forwarded to the store management for approval of compensation. The store has the right to cancel the order and refund the full amount paid by the customer if perfumes are unavailable or if there is a technical issue. If the customer wishes to return products for any reason (and the outer packaging has been opened), the return request will be refused because the product was not in its original condition. Note that this policy at Lumara (formerly Shatha Al-Qasoor) complies with the Ministry of Commerce's policies regarding perfumes and cosmetics. In order to ensure customer satisfaction and provide a comprehensive shopping experience, Lumara Shatha Al-Qasoor will review the return request and the order by the relevant department, with a deduction of 25% from the total order. We guarantee our products and care about our customers’ satisfaction. Refunds based on the provided warranty (e.g., Gold / Platinum) are available only once per customer regardless of the number of orders. The perfume return process by the shipping company takes from 3 to 8 days. The refund process takes from 7 to 14 days.