Return Policy
Message customers are entitled to exchange products (perfumes, oud, and agarwood oil) provided that the items are in their original sealed packaging and condition. This is subject to presenting the original purchase invoice and complying with the terms and conditions mentioned below:
Exchange: Within 7 days from the date of receipt
Refund/Return: Within 3 days from the date of receip
General Return Conditions
- Defective products or those with manufacturing faults.
- Shipping errors resulting in delivery to the wrong address (due to an error on our part).
- Receipt of the wrong product (provided the item remains unused and in its original, unopened cellophane packaging)
- Shipping damage: In such cases, contact must be made within one hour of receipt. The damage must be clearly documented with high-quality photos and sent to Customer Service along with the order number.
- Return Process: To initiate a return, please contact our Customer Service team within 3 days of receiving your order. We may require photos or videos demonstrating the defect.
Special Provisions
- Oud Products: Certain Oud products may be returned provided that less than 10% of the product has been used. The cost of the consumed portion will be deducted from the refund amount.
- Samples: Product samples are strictly non-returnable and non-exchangeable under any circumstances.
- Installment Plans (Tamara & Tabby): Products purchased via installment services (Tamara or Tabby) are not eligible for return, except in cases of manufacturing defects or errors caused by us
Important Notes
- Packaging: Opening the original packaging voids the eligibility for a return
- Refunds: Product refunds are processed via bank transfer and may take up to 10 business days to complete
- Order Cancellation: Message Store reserves the right to cancel any order for any reason. In the event of a cancellation, the full amount will be refunded to the customer using the original payment method or via bank transfer.
- Proof of Purchase: The original invoice must be presented to process any exchange or return request
Order Cancellation
We offer the possibility of canceling orders placed through our website under the following conditions:
- Requesting Cancellation: You must contact our Customer Service team to request an order cancellation
- Timing: Cancellation requests must be made before the order is shipped
- Post-Shipping: Once an order has been shipped, it cannot be canceled
- Installment Platforms: If you wish to cancel an order paid for through installment platforms (e.g., Tamara, Tabby), the platform’s processing fees will be deducted from the total refund amount.