Exchange or Return
Comprehensive Policy, Warranty, and Returns
At Twist Perfumes, we guarantee the quality of our products and strive for customer satisfaction. Below is a comprehensive explanation of our policies regarding refunds, returns, cancellations, as well as shipping and payment information.


First: Exchange or Return Policy:
Requirements for submitting a request:
• You must contact us within 7 days of receiving the request.
• The product must be in its original condition, with the outer packaging unopened.
• A video or clear photo showing the condition of the product must be attached.
• The customer bears the shipping cost of 25 riyals.
Delivery to the shipping company:
• The product must be delivered to the shipping company within 5 days of the return policy being issued.
• If the customer is late by the specified time, 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.

Second: Cancellation Policy:
• We will make every effort to cancel an order before it is processed or shipped.
• If the order has already been processed 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 issue a full refund in the following cases:
• Product unavailability.
• Technical error.
• Circumstances beyond the store's control prevent the order from being fulfilled.

Third: Errors or damaged products:
If we make an error in your order, such as receiving a different product, a leak, or a breakage, we are committed to providing compensation or replacement under the following conditions:
• You must contact us within 7 days of receiving your order and provide us with:
• A video and a clear photo of the defective product.
• A copy of the invoice and shipping policy.
• A copy of the outer carton showing its condition upon receipt.
• The request will be submitted to the store management to decide whether to approve the refund or replacement.
Fourth: Processing Timelines
• Product returns by the shipping company:
• Processing takes place within 3 to 8 business days.
• Refunds:
• Processing takes place within 7 to 14 business days, depending on the payment provider's policy (Mada, credit cards, Tabby).
• If a refund is delayed due to an error in the customer's bank information, the processing time begins after the information is verified.

Payment Information
• When you make a payment through our website, payment information is sent directly to the service provider via a secure connection.
• We accept payments via: Mada, Visa, and Mastercard cards
• and financing services such as Tabby.
• The cardholder must keep a copy of transactions and payment records.

Shipping and Delivery
Shipping Details:
• Free shipping for orders over SAR 150.
• We at Twist Perfumes partner with several reliable shipping companies, including Tamex, Aramex, SMSA, Logistics, and Roadlinks. Our delivery service operates seven days a week, except for Fridays and public holidays.
• Delivery time: 2 to 10 business days from order confirmation, depending on the region.
• International shipments (outside the Kingdom of Saudi Arabia) may be subject to customs duties or taxes depending on the regulations of the receiving country, and are paid by the customer upon receipt of the order.

Address Requirements:
• To ensure prompt delivery, the address must include:
• Building/villa or apartment number.
• Street name and city.
• Valid phone number (local or international, as requested).
• Name of recipient.
In case of a delivery problem:
• Customers must contact us within 3 days of the order's shipping date if they have not received their order.
• In the event of non-receipt or rejection, the order will be considered a return.

We are committed to providing the best possible experience, and we appreciate your cooperation and understanding. For any additional questions 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 below:
WhatsApp: 0533059988
Email: info@twistpnf.com