We always make sure that our customers shop with confidence and peace of mind by refunding the value of their purchases or exchanging them for one of our products, taking into account the following return terms and conditions:
1. Products Included: The return policy includes all products of Luso Masa online store.
2. General Terms: To benefit from return and warranty services, the original invoice received via email must be presented upon completion of the purchase process.
3. Product condition: It can be returned if the item is in the same original condition as when purchased and wrapped in the original packaging (perfume) with a picture of the product inside attached in the same condition as received and a picture of the outer box after closing. The return policy does not apply to opened perfumes. If you wish to try the perfume, this is done through the free sample attached to the order.
In the event of damage to the package or one of its components:
In order to ensure the satisfaction of our valued customers, we are pleased to accept return requests after deducting 35 riyals from the refund value to cover damages.
4. Return period: You have the right to return within seven (7) days from the date of receipt, noting that the return process may take (7) working days, by contacting the customer service team via phone or WhatsApp on the toll-free number 8002466665
5. Replacement and return procedures:
· Returns will be easy and free with us, as your request will be received by customer service and a representative of the shipping company will be sent within (7) working days to the address where the delivery was made to receive the products, provided that they are in their original condition.
The product will be replaced with another product, taking into account the difference in the value of the product. If the difference in value is more, a payment link will be sent. If it is less, the difference in amount will be returned to the customer’s account within 7 to 14 working days and communication will be made through the customer service team.
The replacement is only once, as the replaced product cannot be replaced again.
The amounts due to the customer will be refunded using the same payment method within 7 to 14 days from the date we receive the returned shipment.
Any country other than the Kingdom of Saudi Arabia is not included in the exchange or refund option.
6. Cancellation of orders: To cancel an order, you can log in to your account and access your order list and submit a cancellation request, if the order has not been prepared for shipment. In case the order has been shipped, the money will be refunded once the shipment returns to the main warehouses within 7 to 14 days from the date of receipt.
7. Cases of non-acceptance of return:
• Submitting a return request after the specified time from the date of receipt.
• The product is used, damaged, or not in the same condition as received.
• Tampering with or removing serial numbers.
• Products without price tags, labels, original packaging, or missing any of their components.
8. Unless the customer is notified of the specific delivery date, delivery will be as follows:
• Delivery within Riyadh within 48 hours (if ordered before 10 am), taking into account official holidays, offer seasons and festivals.
• For customers in major cities, the delivery period ranges from 2 to 4 working days from the date of invoice issuance.
• For customers outside major cities, the shipping period ranges from 4 to 7 working days from the date of issuance of the invoice, taking into account official holidays, promotional seasons and festivals.
• If the order is not received from the customer for 15 days, the order will be automatically returned.
9. Shipping times: Orders are delivered from Sunday to Thursday, excluding Saturday, Friday and holidays.
10. Payment methods:
• Payment through the website using a card (Mada, Visa, Master) or via Apple Pay.
• Payment through installment companies Tamara and Tabby.
• Payment upon receipt using (Visa, MasterCard, regular debit card) via the Saudi Mobile Network device.
11. Payment Policy via Tamara and Tabby:
• The entire invoice to be replaced will be returned in full, and the amounts refunded to the customer will be through Tamara and Tabby.
• A new invoice is issued with a new request, and the amounts are paid by the customer to Tamara and Tabby.