Refund Policy – Nawader Al Luban Store

At Nawader Al Luban, we are committed to providing luxurious natural products of the highest quality, ensuring they reach you in perfect condition. If you encounter any issue related to a product not matching its description, or you receive an item different from your order, we will cover all shipping and return costs to send you the correct product.

1. Storage Before Shipping

All our products — including raw frankincense, incense, perfumes, oils, and care products such as toners, moisturizers, creams, lotions, and petroleum jelly — are stored in cool, dry places protected from heat and humidity to preserve their quality and effectiveness before shipping. Each item is carefully inspected prior to dispatch.

2. Packaging and Recommendations

We package our products using high-quality materials, including fabric wraps or sealed glass containers, to ensure they reach you in the best possible condition.
We recommend that customers store all products in a cool, dry place after receiving them, as exposure to high temperatures or humidity may affect product quality.
The store is not responsible for any deterioration caused by improper storage by the customer.

3. Refund Policy

  • Products can be returned only if one of the following applies:
  • A clear manufacturing defect
  • A product different from the order
  • A return request must be submitted within 3 to 5 days of receiving the order.
  • The product must be unused and in its original condition with full packaging intact.
  • If the error is from the store, we cover all shipping and return costs.
  • Returns are not accepted if the customer changes their mind after purchase.

4. Golden Warranty

We offer a “Golden Warranty” on all our products as a guarantee of your satisfaction and trust. If there is any issue with product quality, please contact us and we will address it immediately to ensure your full satisfaction.

5. International Shipping Notes

  • In rare cases, a small amount of aromatic oil may leak from incense or oil bottles during international shipping. This is normal and does not affect the quality or usability of the product.
  • We ensure that all international packages are securely and professionally wrapped to preserve product quality during transit.

6. Steps to Submit a Return Request

  • Please contact us via WhatsApp or email at
    info@nawaderalluban.com,
    including your order number and a description of the issue.
  • After reviewing your request, we will provide instructions for returning the product (if the conditions apply), and take the appropriate action accordingly.