Return, Refund & Exchange Policy

Effective Date: July 28, 2026

At Al Masnoon (www.almasnoon.in), we are committed to providing authentic Sunnah-inspired, herbal, wellness, personal care, and natural lifestyle products. Every order is carefully packed and quality-checked before dispatch.

Please read our Return, Refund & Exchange Policy carefully before placing your order.

1. Return Eligibility

We accept returns or replacements only if:

• You receive a wrong product.

• You receive a damaged product.

• The product is defective due to manufacturing or packaging issues.

• The product is missing from your order.

Any return request must be submitted within 48 hours of delivery.

Requests made after this period may not be accepted.

2. Products That Cannot Be Returned

Due to hygiene, safety, health, and product integrity, the following items cannot be returned or exchanged once delivered:

Personal Care Products

• Face Wash

• Shower Gel

• Shampoo

• Hair Masks

• Beard Oils

• Beard Balms

• Body Scrubs

• Body Lotions

• Handmade Soaps

• Lip Balms

• Face Creams

• Face Masks

• Body Powders

• Moroccan Beauty Products

• Musk Tahara

• Surma (Kohl)

Fragrance Products

• Perfume Sprays

• Attars

• Oud Products

• Jawadhu Products

• Frankincense (Loban)

• Incense Products

Herbal & Wellness Products

• Talbeena

• Shilajit

• Honey

• Herbal Powders

• Herbal Capsules

• Qust Al Hindi

• Qust Al Bahri

• Sidr Products

• Kalonji Products

• Moringa Products

• Olive Products

• Natural Oils

• Herbal Tea & Qahwa

• Murabbas

• Vinegars

• Health Supplements

• Dates

• Sattu

• Any edible or consumable product

Opened, used, tampered, or partially consumed products are not eligible for return or refund.

3. Change of Mind

We do not accept returns because:

• You changed your mind.

• You ordered by mistake.

• You no longer need the product.

• You dislike the fragrance, taste, texture, or herbal aroma.

• The product did not meet your personal preference.

• You expected different results.

Natural and herbal products may vary slightly in colour, fragrance, texture, or consistency due to seasonal variations. Such variations are natural and are not considered defects.

4. Damaged or Incorrect Orders

If your order arrives damaged or incorrect:

• Do not use the product.

• Take clear video & photographs of:

  • Outer shipping package

  • Shipping label

  • Product received

  • Damage (if any)

• Record a complete unboxing video from the moment the package is opened.

• Contact us within 48 hours of delivery.

Claims submitted without sufficient evidence may not be approved.

5. Return Approval

After reviewing your request, our support team will respond within 2 business days.

If approved, we will provide return instructions.

Please do not return any product without prior authorization.

Unauthorized returns may be refused.

6. Return Shipping

If the issue is due to our mistake (wrong product, damaged product, or manufacturing defect), Al Masnoon will arrange or reimburse the return shipping cost.

If a return is approved for any other exceptional reason, the customer will be responsible for return shipping charges.

7. Refund Process

After receiving and inspecting the returned item:

• Approved refunds will be processed within 5–7 business days.

• Refunds will be issued to the original payment method.

• Shipping charges are non-refundable unless the error occurred on our part.

Depending on your bank or payment provider, the refunded amount may take additional time to reflect in your account.

8. Exchange Policy

We offer replacement only if:

• Wrong product delivered.

• Product damaged during transit.

• Manufacturing defect.

Replacement is subject to stock availability.

If the product is unavailable, we will process a refund.

9. Order Cancellation

Orders can be cancelled only before dispatch.

Once shipped, orders cannot be cancelled.

If cancellation is approved before dispatch, the full order amount will be refunded.

10. Failed Delivery

If an order cannot be delivered because of:

• Incorrect address

• Incorrect contact number

• Customer unavailable

• Delivery refused without valid reason

additional shipping charges may apply for re-dispatch.

11. Quality Assurance

Every Al Masnoon product is packed under hygienic conditions and undergoes quality checks before dispatch. Our herbal and natural products are made using carefully selected ingredients; however, because they are derived from natural sources, slight differences in colour, aroma, texture, or consistency may occur and do not indicate a quality issue.

12. Important Disclaimer

Our products are inspired by traditional herbal, Ayurvedic, and Sunnah wellness practices.

The information provided on our website is for general educational purposes only and is not intended to diagnose, treat, cure, or prevent any disease.

Customers should consult a qualified healthcare professional before using any herbal supplement or wellness product, especially if pregnant, nursing, taking medication, or managing a medical condition.

13. Contact Us

For any return, replacement, or refund request, please contact us with:

• Order Number

• Full Name

• Registered Mobile Number

• Reason for your request

• Photos of the product

• Unboxing video (if applicable)

Email: almasnoonsales@gmail.com

Website: https://almasnoon.in

14. Policy Updates

Al Masnoon reserves the right to modify this Return, Refund & Exchange Policy at any time without prior notice. The latest version published on our website shall apply to all orders.

15.Unboxing Video Requirement

To ensure a fair and transparent resolution of claims, customers are requested to record a continuous, unedited unboxing video while opening the package.

The video should clearly show:

• The sealed shipping package before opening.
• The shipping label with the order details.
• The package being opened in a single continuous recording.
• The product(s) received and their condition.
• Any damage, leakage, missing items, or incorrect products.

The unboxing video serves as important evidence to verify claims related to:

• Damaged products
• Leaked products
• Missing items
• Incorrect products
• Empty or tampered packages

Claims for damaged, missing, or incorrect products may not be approved if a clear, continuous unboxing video is not provided. This requirement helps us investigate issues with our courier partners and process genuine claims efficiently.

Please submit your claim along with the unboxing video and clear photographs within 48 hours of delivery.