Returns & Exchange
Returns & Exchange Policy
What you purchase determines how it can be returned, because products are shipped and services are booked as appointments.
Shipped Products
Booked Services
Covers
Oils, care preparations, tools
Massage, nails, hair, skin, body, lashes
Cancellation or return window
7 days from delivery
Up to 12 hours before the appointment
Section
Section One
Section Two
Section One: Shipped Products
1. Return Window
You may return a product within seven (7) days of receiving it, in accordance with the E-Commerce Law of the Kingdom of Saudi Arabia.
Conditions for acceptance:
The product is unused and the original seal is unbroken.
The box or outer packaging is intact.
All accessories and included gifts are present.
The invoice or order number is attached.
2. Products That Cannot Be Returned Once Opened
Certain products cannot be returned after their packaging is opened, for hygiene reasons:
Oils, creams, and preparations that come into contact with skin or hair.
Tools that touch the body directly, such as body brushes, massage stones, and cupping sets.
Products prepared or customised to order.
This exception is set out in the law. A product that remains sealed in its original packaging stays returnable within the window.
3. Defective or Misdescribed Products
If a product arrives damaged, leaking, or different from its listed description:
Contact us within 48 hours of delivery with photos showing the condition.
We will replace the product or refund it in full — your choice.
We cover shipping costs in either case.
This applies to opened products as well. The hygiene exception in Section 2 does not remove your right in the case of a defective product.
4. Shipping Costs
Situation
Who pays shipping
Defective or damaged product
Najd Secret
Product not as described
Najd Secret
Error on our side
Najd Secret
Return by customer preference
Customer
5. Exchanges
We accept exchanges within seven (7) days of delivery, under the same conditions as Section 1. If the replacement product costs more, the difference is payable. If it costs less, the difference is returned to the original payment method.
6. Delivery Area
We ship within the Kingdom of Saudi Arabia.
Section Two: Booked Services
A service is an appointment reserved for you, and a specialist's time held in your name. Cancellation terms therefore depend on how long remains before the appointment, not on a fixed period after purchase.
7. Changing or Cancelling an Appointment
12 hours or more before the appointment: changes and cancellations are available, with a full refund.
Less than 12 hours: we reserve the right not to refund, as the time has been held and cannot be offered to another client.
8. Specialist Arrival and Sessions That Cannot Begin
We contact you as soon as the specialist arrives at the location.
If we cannot reach you for 15 minutes after her arrival, we reserve the right to cancel the service without refund.
If the session starts late because of you, the delay is counted within the session time, so that later appointments are not affected.
9. Delays on Our Side
The nature of home service may require moving an appointment earlier or later by no more than two hours, and we will tell you in advance.
If we are delayed by circumstances beyond our control, you may choose between rescheduling the appointment or a complimentary service equal to the length of the delay.
10. Gift Vouchers and Gifted Services
These are not refundable in cash, and may be used toward any other Najd Secret service.
11. Right to Decline Service
Najd Secret management may cancel or decline a service where conduct toward the specialist is inappropriate, and no refund is made in that case. Full details are in our Service Terms & Conditions.
Terms That Apply to Both
12. How to Submit a Request
Contact us on WhatsApp or through our complaints and suggestions page.
Include your order number and the reason, along with photos if a product is defective.
We reply within 24 hours to confirm your request and arrange the next step.
13. Refunds
Refunds are issued to the original payment method within 7 business days — counted from our receipt and inspection of the product for orders, or from our acceptance of the cancellation request for services. Banks and instalment providers may need additional time according to their own procedures.
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