At Gentello Perfumes, we guarantee the quality of our products and always strive to achieve customer satisfaction. Below is a comprehensive clarification of our approved policies regarding exchange, return, and cancellation.
Exchange Policy:
1- The customer has the right to exchange the product provided by the store within five days from the date of receipt, and they do not have the right to exchange the product after five days.
2- To exchange the product, it must be in its original intact condition, and no product can be exchanged after removing the original cover. The store has the right to inspect the product before exchanging to ensure its safety, and the customer bears the delivery fee of 35 riyals if they wish to exchange the product.
The consumer does not have the right to exchange the product in the following cases:
1- If more than 5 working days have passed from the date of receipt of the order.
2- If the product is not in its original intact condition.
3- If a defect appears in the product due to the customer's misuse.
4- Shipments outside Saudi Arabia are not eligible for exchange or return.
Return Policy:
1- The customer has the right to return the product provided by the store within 3 days from the date of receipt.
2- To return the product, it must be in its original intact condition, and no product can be returned after opening the original cover. The store has the right to inspect the product before returning to ensure its safety, and the customer bears the shipping and return fee of 35 riyals.
3- If the order includes an offer or free product, the products must be returned in full to complete the return process.
4- Gentello perfumes purchased from other applications are subject to the return and exchange policies of the application through which the order was made.
The consumer does not have the right to return the product in the following cases:
1- If more than 3 working days have passed.
2- If the product is not in its original intact condition.
3- Products purchased during sales and discounts cannot be returned.
4- If the product to be returned is a package or set, the customer cannot return part of the package but must return the entire package.
5- A shipping label will be sent, and then the customer must deliver the product to the shipping company within three working days.
6- If the customer delays beyond the specified period, the request will be permanently rejected.
The amount will be refunded within a maximum of 14 working days from the date of arrival after verifying the product’s safety.
Cancellation Policy:
1- We will do our best to cancel the order before it is prepared or shipped.
2- If the order has been prepared or shipped, it will be treated as a return request and must be physically received at the warehouse.
3- The store reserves the right to cancel the order and refund the full amount in the following cases:
4- Product unavailability.
5- Technical error.
6- Circumstances beyond the store’s control preventing order fulfillment.
Order Non-Receipt Policy:
We guarantee Gentello orders will reach you as quickly as possible, but if the customer wishes not to receive the order or does not respond to shipping companies, they bear the return fee of 50 riyals.
Exceptions: In case of a manufacturing defect or error, the product can be exchanged within 7 days from the date of receipt after contacting customer service (WhatsApp 0564156065).
Note: The policy of branches differs completely from the online store, and Gentello branches across the kingdom will not accept returns or exchanges of purchases made through the online store.
If you have any further inquiries, we are happy to assist you through Gentello customer service channels.
Email:
[email protected]
WhatsApp: 0564156065
