Without prejudice to conventional and statutory warranty provisions, consumers have the right to exchange products provided by "Mastakah" within seven (7) days from the date of delivery. No exchange requests will be accepted after this period.
To be eligible for an exchange, the product must be in its original, undamaged condition, unused, and the consumer must not have derived any benefit from it. "Mastakah" reserves the right to inspect the product before approving the exchange to ensure its integrity.
The customer shall bear the full cost of return shipping for the exchange. However, if the product is defective or a wrong order was sent, "Mastakah" will cover all associated costs.
Shipping fees and Cash on Delivery (COD) fees paid by the customer are collected directly by the shipping company and are strictly non-refundable.
International Exchanges: The customer bears all international shipping costs. In the event of a manufacturing defect or an error made by the store, the customer will be duly compensated.
Consumers are not entitled to exchange products under the following conditions:
If the product was custom-made, altered, or tailored based on the consumer's request (including all types of incense/bakhoor), unless the product has a manufacturing defect or deviates from the specifications requested by the customer.
If a defect occurs due to improper handling, storage, or misuse by the consumer.
How to Request an Exchange:
Contact our customer service team via the website, or text us directly on WhatsApp at: 0556560883.
Provide the team with: (Order Number - Reason for Exchange - A clear photo of the product) to initiate the request.
Once "Mastakah" issues the exchange shipping label, the customer must drop off the product at the nearest branch of the designated shipping courier.
Customers can add any other preferred product to their exchange request (subject to paying the price difference, if any).
Once the returned product is received at our warehouse, inspected, and verified to be in safe condition with all its original accessories included, the replacement order will be shipped out immediately.
Second: Return Policy
Without prejudice to conventional and statutory warranty provisions, consumers have the right to terminate the contract and return products provided by "Mastakah" within seven (7) days from the date of delivery. No return requests will be accepted after this period.
To be eligible for a return, the product must be in its original, undamaged condition, unused, and the consumer must not have derived any benefit from it. "Mastakah" reserves the right to inspect the product before approving the return to ensure its integrity.
The customer shall bear the shipping cost for returns. However, if the product is defective or an error was made by the store, "Mastakah" will cover all return shipping costs.
Shipping fees and Cash on Delivery (COD) fees paid by the customer are collected directly by the shipping company and are strictly non-refundable.
International Returns: The customer bears all international shipping costs. In the event of defects or an error by the store, the customer will be duly compensated.
Consumers are not entitled to return products under the following conditions:
If the product was custom-made or tailored based on the consumer's request (including all types of incense/bakhoor), unless the product has a defect or deviates from the agreed-upon specifications.
If a defect occurs due to improper handling, storage, or misuse by the consumer.
Complimentary Early Return Benefit: If the return request is submitted within the first three (3) days of receiving the order (and complies with all safety conditions), "Mastakah" will cover the return shipping costs. If the request is submitted from the fourth day up to the seventh day, the customer will bear the return shipping cost.
Upon fulfillment of all return conditions, the consumer has the right to terminate the contract and return the item to "Mastakah". The paid amount will be refunded minus the original shipping fee.
How to Request a Return:
Contact our customer service team via the website, or text us directly on WhatsApp at: 0556560883.
Provide the team with: (Order Number - Reason for Return - IBAN number - Bank Name - Full Name of the Account Holder) to submit the return request.
Once "Mastakah" issues the return shipping label, the customer must drop off the product at the nearest branch of the designated shipping courier.
Once the product arrives at our warehouse, is inspected, and verified to have all its components, the refund will be transferred to your bank account within two (2) business days from the date of receipt.
