At Ard‑Ul‑Oud, we are committed to delivering high-quality, premium fragrances that meet your expectations. We understand that on rare occasions, a return or exchange may be necessary. Please review our detailed policy below to ensure a smooth and transparent experience.
1. Return & Exchange Eligibility
You may request a return or exchange within 14 calendar days of receiving your order, provided the following conditions are met:
- Samples, promotional items, and testers are not eligible for return or exchange.
- The product must be unused, with at least 90% of the fragrance remaining in the bottle.
- The item must be returned in its original packaging, including box, inserts, and protective seals.
- The product must be free from physical damage, leakage, or tampering.
2. Non-Returnable Items
- Sale items or products purchased under promotional offers or discounts.
- Products that have been used, unsealed, or damaged after delivery.
- Custom gift sets or personalized packaging.
3. Damaged, Defective, or Incorrect Products
In the unlikely event that your order arrives:
- Damaged (e.g., leaking, broken bottle),
- Defective (e.g., faulty spray mechanism),
- Or different from what you ordered,
Please notify us within 7 days of delivery, including clear photos or a short video as evidence. Once approved, we will provide either:
- A replacement product, or
- A full refund, including shipping charges (based on your preference).
In such cases, Ard‑Ul‑Oud will cover all return shipping costs.
4. How to Initiate a Return or Exchange
To begin the process, please contact our customer care team via:
- WhatsApp: 0311-7962033
- Email: support@ard-ul-oud.pk
Include the following details:
- Your full name and order number
- Reason for return or exchange
- Supporting images or video (if applicable)
Once approved, you will receive return instructions. We recommend using a trackable courier service to ensure secure and verifiable delivery.
5. Refund Policy
- Refunds are issued after the returned item is received and inspected.
- Refunds will be processed within 3–5 business days and credited to your original method of payment.
- Please note that original shipping charges are non-refundable, unless the return is due to a fault on our end.
6. Exchange Policy
- If you’d like to exchange your product for another fragrance, the item must first be returned and approved.
- Once processed, we will dispatch the exchange product.
- Customers are responsible for exchange-related shipping charges, except in cases of incorrect or defective items.
7. Order Cancellation
Orders can be cancelled within 24 hours of placement, provided they haven’t been dispatched.
To cancel, contact us immediately via WhatsApp or email with your order reference number.
8. Processing Timelines
| Request Type | Timeframe |
| Return/Exchange Window | Within 14 days of delivery |
| Damaged/Wrong Product Claim | Within 7 days of delivery |
| Refund Processing | 3–5 business days |
| Return Review & Inspection | Up to 7 business days |
| Exchange Fulfillment | Within 7–10 business days |
Need Assistance?
Our customer service team is always ready to help:
- 📞 WhatsApp: 0311-7962033
- 📧 Email: support@ard-ul-oud.pk
- 🕒 Support Hours: Monday to Saturday, 10:00 AM – 6:00 PM (PKT)
Note: Ard‑Ul‑Oud reserves the right to refuse returns or exchanges that do not comply with our stated policy or where fraudulent activity is suspected.
