At Al Hasheem, we take pride in offering high-quality incense products crafted with care. Customer satisfaction is important to us, and we aim to ensure a smooth and transparent return and refund process. Please read the policy below to understand how returns and refunds work on our website.

1. Eligibility for Returns

We accept returns under the following conditions:

  • The item must be unused, unopened, and in its original packaging.
  • The return request must be made within 7 days of receiving your order.
  • The product must be in the same condition as received.

Non-returnable items:

  • Opened or used incense products
  • Custom or special-order items
  • Items purchased on sale or during promotions (unless defective)

2. Damaged or Defective Products

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.

To process the issue, you may be asked to provide:

  • Order number
  • Photos or videos of the damaged item and packaging
  • Description of the issue

Once verified, we will replace the item or issue a refund.

3. Return Process

To request a return, contact us at support@alhasheem.ae or through our support page.

Steps:

  1. Submit a return request with order details.
  2. Our support team will review and approve the return if eligible.
  3. You will receive instructions on how and where to send the item.
  4. Once we receive and inspect the item, we will notify you of the refund status.

Return shipping costs:

  • Customer is responsible for return shipping costs unless the product was incorrect or defective.

4. Refunds

Once your return is approved and inspected, your refund will be processed to your original payment method.

Refund timeframes:

  • Credit/Debit card: 5–14 business days
  • Bank transfer: 3–7 business days
  • Cash on delivery orders: Refund issued as store credit (unless otherwise agreed)

Shipping fees are non-refundable unless the return is due to a mistake from our side.

5. Exchange Policy

We currently offer exchanges only for defective or incorrectly delivered items.
For all other cases, please request a return and place a new order.

6. Order Cancellation

Orders can be cancelled within 2 hours of placing them, as long as they have not been processed or shipped.

To cancel your order, contact us immediately through our contact us page.

7. Contact Us

If you have questions about this Refund & Returns Policy, feel free to contact us:

Al Hasheem
Location: United Arab Emirates