Return / Refund Policy

CANCELLATION PRIOR TO SHIPMENT

If you cancel your order(s) before it ships from our warehouse, you will not be charged any additional fees.

Once the cancellation request is received, a full refund will be initiated. We would advise a cancellation request within 12 hours upon your order submission for a cancellation prior to goods shipment.

 

RETURN POLICY

The following are the policies to be eligible for return requests after shipment/ receipt of goods:

Orders are returnable within 7 working days starting from the day the goods are successfully delivered to you. 

To be eligible for a return, your item must be unused and in the same condition that you received it, most importantly, there must be an obvious defect related to the features or functions of the product.

Only items that have been purchased directly from El Nahl are eligible for a return.

Any El Nahl product purchased through other retailers are not eligible for this policy and must be in accordance to the respective retailers’ returns and refunds policy.

Goods are eligible for a return if the following are applied:

Incorrect:

The item is not the item you ordered. Wrong size or item from what is indicated on the order summary, or there are missing items inside the packaging.

Damaged:

The items are found to be damaged upon receipt. Items have been tampered/refurbished or modified. Customer will be responsible for all shipping charges to return goods. Returns are applicable only for a complete El Nahl product.

Returned items must meet the following requirements:

• The item must be shipped back to us within 7 working days upon receipt. (as proved by the postal or courier receipt).
• You have proof of purchase (order invoice number and receipt).
• Item must be in new condition and returned in its original packaging and free gifts received with it. All packaging must be unused, unmarked and not defaced in any manner.
• Item must be returned in the original box (or with, at least, suitable packaging) to protect the Product from damage during return delivered.

We reserve the right to reject any cancellation, refund that deemed unfit or unreasonable.

REFUND POLICY

Your full refund will be issued once we have received and examined the returned goods at our return centre. Once the returned goods fulfil our return policy, the full refund will be initiated. The method of refund will be processed depending on your original payment method.

** For pre-order product, the shipping date shown is an estimation. It is subjected to the customs declarations, flight delay and other unforeseen issues. The refund of undelivered product is only available after 30 days from the estimated delivery dates. If the pre-order item was delivered/collected, the 7-day refund policy applies. **

 

SHIPPING POLICY

Shipping Address

We will only ship to addresses provided in the billing address or shipment address provided during your purchase.

Please ensure correct address and reachable phone number are provided when completing your order. We do not ship to P.O Boxes (Post-Office Box) and only to valid legitimate shipping addresses.

We will not be liable in the event of an incorrect shipping address is provided and goods are returned to us.

All re-delivery of goods to you will be charged for any associated shipping charges which will be disclosed upon request for a second delivery attempt.

Change In Shipping Address

If you have any request for change of shipping address, please contact us within 12 hours upon your order submission.

If request of change in shipping address is made after 24 hours upon order confirmation, customers will be responsible for any associated shipping charges.

Shipping Time

It typically takes between 3-5 working days (Monday to Friday) for goods to arrive at your destination.

Tracking Number

Once the goods have left our warehouse and are picked up by our shipping partner, the tracking ID for the package will be communicated to you via email.