Returns and Exchanges


Scope of Responsibility:


Depending on the status of the orders, consumers can request for cancellation, return and refund, which are permissible by Hamil Al-Misk before orders have been processed and/or delivered. Once products have been processed, shipped or delivered, the vendors’ policy in addition to their terms and conditions will be enforceable.




You have the right to cancel an order up to 5 minutes from placing the order on our website.

While every effort is made to ensure that accurate pricing and descriptions are maintained, we reserve the right to cancel any order that is based on inaccurate information.

An order may be subsequently cancelled by a shop after you have received a confirmation that it has been sent to the shop. Hamil Al-Misk and our partner shops reserve the right to cancel any order, before or after acceptance, and will notify you immediately of any such cancellation.


Return Policy:


If the customer is not satisfied with his/her purchase subsequent to delivery, he/she must refer to the seller’s return policy. It is advised that customers are aware of the seller’s return and refund policy – available at the profile page of the vendor – before purchasing.


Return is applicable for the following reasons:


  • Item is damaged, defective, counterfeit or not as described by the seller
  • Wrong item/service has been delivered
  • Change of mind/Dissatisfaction

Once notified, the seller shall replace the product, repair the defect or return the item with a full refund to the consumer after the defect/damage has been inspected.

For wrong items/services delivered, the consumer must contact the vendor immediately upon the receipt of the item in order to arrange for a return and redelivery or a return with full refund.

Once return is approved, the seller will request the carrier to collect the items for return.

If return is due to reasons not caused by vendors’ error, the consumer will bear the shipping charges for both delivery and return unless waived by the vendor who accepts to bear the charge(s). Hence, the return fee is subject to the vendor’s policy.


Hamil Al-Misk Non-Returnable Items:


The return of a product/service is subject to its type and nature and therefore, the consumer must check the return conditions before purchase.


A general list of non-returnable items includes, but is not limited to:


  • Clearance items marked as non-returnable
  • Grocery products
  • Flowers and plants
  • Consumable items
  • Health, personal and hygiene care items
  • Some beauty products
  • Some jewelry
  • Products missing the serial number or UPC
  • Products with their retail packaging, seals or boxes opened or missing any tags or labels
  • Products not in the same condition as received, whether used or damaged
  • Certain product types




The process of exchange is subject to the seller’s policy and to the nature of the product and thus, the customer should be aware of the exchange policy before purchase.

If exchange is permissible, the vendor will request the courier to collect the item and once it has been received and inspected by the vendor himself/herself, the exchanged item will be shipped.

The returning and redelivering fee is subject to the seller’s policy.

If exchange is not available, the consumer has the option to return the item and place a new order with reference to the seller’s policy on return.




  • The customer should contact the seller directly for any refund requests.





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