Return, Exchange and Refund Policy

This page outlines Verena’s return, exchange, and refund policy. This policy forms part of the Terms and Conditions published on the website. In the event of any conflict, the Terms and Conditions shall prevail.

1. Returning Unused Products

Customers may request to return a product within seven (7) days from the date of delivery, provided that all the following conditions are met:

  • The product is unused and in its original condition.
  • The original packaging is intact and undamaged.
  • The safety seal has not been removed, opened, cut, or resealed.
  • All accessories and complimentary gifts associated with the product are returned.
  • The product is free from writing, stickers, odours, or any marks that were not present upon delivery.

When a return is requested due to a change of mind, the customer shall bear the actual return shipping costs. The original delivery fee and Cash on Delivery fee are non-refundable.

A return request is not considered finally approved until the product has been received, inspected, and confirmed to meet the return conditions. The customer will be notified of the inspection result within five (5) business days of receiving the returned product.

If the product does not meet the return conditions, the request will be rejected. The product will be returned to the customer after the return shipping cost has been paid. If the customer does not pay the shipping cost or collect the product within fourteen (14) days of notification, the provisions stated in the Terms and Conditions shall apply.

2. Products That Cannot Be Returned After Opening

For health and safety reasons, the following products cannot be returned or exchanged after the safety seal has been opened or if there are any signs of use or tampering:

  • Health and medical products and dietary supplements.
  • Personal care products for the skin, hair, and body.
  • Perfumes, body and hair fragrances, incense, and oud oil.
  • Candles that have been lit or removed from their packaging.
  • Opened home fragrance products.
  • Any product clearly marked on its product page as non-returnable after opening.

This restriction does not apply if the product is defective, damaged, expired, or different from the product ordered.

Complimentary gifts and free samples cannot be returned separately. Bundles and discounted sets must be returned in full with all included products unless one product is defective.

3. Damaged, Defective, or Incorrect Products

If a customer receives a damaged, incomplete, expired, or incorrect product, Customer Service must be contacted within forty-eight (48) hours of delivery.

Hidden defects that cannot be identified through normal inspection must be reported immediately after discovery and within seven (7) days of delivery.

The claim must include:

  • The order number.
  • Clear photographs of the product and the issue.
  • A continuous unboxing video showing the shipping label, unopened parcel, and received products.
  • A photograph of the batch number and expiry date, where applicable.

The claim will be reviewed within three (3) business days after all required information and evidence have been received.

If the defect, damage, or incorrect delivery is confirmed, the customer may choose between a replacement or a refund. Verena will bear the related shipping costs.

This does not cover damage caused by misuse, improper storage, failure to follow instructions, or an individual sensitivity to an ingredient disclosed in the product information.

4. Order Changes and Cancellations

Customers may request to change their order details or cancel an order before the shipping notification is issued by contacting Customer Service.

A change or cancellation request is not effective until it has been confirmed by Customer Service.

If a cancellation is approved before shipping, the amount paid will be refunded to the original payment method.

Once the shipping notification has been issued, the order cannot be changed or cancelled. The return policy will then apply, and the customer shall bear the outbound and return shipping costs and any Cash on Delivery fee unless the reason is a defective or incorrect product or a delivery delay covered by the Terms and Conditions.

5. Refunds

Refunds are processed according to the reason for the refund and the original payment method:

  • Orders cancelled by Verena, cancelled before shipping, or cancelled due to an eligible delivery delay: refunded to the original payment method.
  • Defective, damaged, or incorrect products: refunded to the customer’s wallet or the original payment method, depending on the customer’s preference.
  • Returns due to a change of mind: refunded to the customer’s wallet unless the customer expressly requests a refund to the original payment method.
  • Tabby and Tamara payments: refunded through the relevant payment provider according to its procedures.
  • Cash on Delivery payments: refunded by bank transfer to an IBAN registered in the customer’s name.

Approved wallet refunds will be credited immediately.

Refunds to the original payment method will be processed within a maximum of fourteen (14) days from approval. Additional processing time may be required by the bank or payment provider.

6. Shipping and Delivery

  • Orders are delivered within the Kingdom of Saudi Arabia through SMSA Express.
  • Verena may use another licensed postal or logistics provider when required.
  • The standard delivery period is four (4) business days from order confirmation.
  • Delivery may take longer for remote areas or due to operational or logistical circumstances.
  • Delivery charges are displayed before the order is completed.
  • Free delivery applies to orders exceeding SAR 200 after discounts unless otherwise announced.
  • Tracking details will be provided when available.

7. Cash on Delivery

Cash on Delivery is available within Riyadh only, subject to the following conditions:

  • The total order value must not exceed SAR 500.
  • The order must be confirmed with the customer before shipping.
  • A Cash on Delivery fee of SAR 15 will be added and displayed before checkout.
  • Orders to other areas of Saudi Arabia must be prepaid.

The Cash on Delivery fee is non-refundable unless Verena cancels the order or the product is confirmed to be defective or different from the order.

Return or Exchange Requests

To request a return or exchange, contact Customer Service and provide the order number and reason for the request:

Return instructions and the shipping address will be provided after the request has been reviewed.