Refund, Exchange & Return Policy

Last Updated: 13 August 2026

At The Bakhoor house, we want you to be happy with your purchase. Please read our Refund, Exchange & Return Policy carefully before placing your order.

1. Returns & Exchanges for Unopened Products

Due to the nature of our fragrance, oud and bakhoor products, items can only be returned or exchanged where they meet the conditions of this policy.

Once a product has been opened or its original seal has been broken, it cannot be returned or exchanged.

Products must remain unopened, unused, and in their original packaging where a return or exchange has been approved.

2. Incorrect Orders

If you receive an item that is different from what you ordered:

• Do not open the product or break its seal.

• Contact us immediately after receiving your order.

• Provide your order details and, where necessary, photographs of the item received.

• We will advise you on the next steps and arrange the appropriate collection and replacement.

Please do not return or ship the product back to us without contacting us first.

3. Faulty or Damaged Products

If you receive a product that is faulty or damaged, please contact us within 24–48 hours from the time you received your order.

Depending on the circumstances, we may offer:

• A replacement/exchange; or

• A refund.

We may request photographs or other information to assess the issue before approving a refund or exchange.

4. Change of Mind

We do not offer refunds or exchanges simply because a customer has changed their mind or no longer wants the product.

Refunds or exchanges will only be considered where there is a valid and reasonable reason covered by this policy, such as receiving a faulty, damaged, or incorrect item.

5. Return Process – Nairobi Orders

For orders delivered within Nairobi, please contact us before returning any item.

If your return, refund, or exchange request has been approved, The Bakhoor house will arrange for our own rider to collect the item from you where applicable.

Please do not send the item through another courier or arrange your own return unless we have specifically instructed you to do so.

6. Return Process – International Orders

For international orders, please do not ship the product back to us without contacting The Bakhoor house first.

If your return has been approved, contact us and we will provide or arrange the appropriate return shipping label/instructions.

Please wait for our instructions before sending the package back. We may not be able to accept or process an unauthorized return.

7. Conditions for Refunds & Exchanges

To qualify for an approved return, refund, or exchange:

• The issue must be reported within the applicable time period (24hr-48hrs after receiving the product)

• The product must meet the conditions outlined in this policy.

• The product must remain unopened and sealed where applicable.

• The product should be returned in its original condition and packaging.

• Customers should not send products back without first contacting us and receiving return instructions.

The Bakhoor house reserves the right to assess each return, refund, or exchange request before approving it.

8. Refunds

Approved refunds will be processed using the appropriate payment method or another agreed method.

We do not provide refunds where there is no valid or reasonable reason covered by this policy.

Refund processing times may vary depending on the payment provider or financial institution used for the original transaction.

9. Contact Us

For all return, refund, and exchange enquiries, please contact us before sending any product back.

The Bakhoor Club
Phone: +254 743 532 838
Email: thebakhoorclub@outlook.com
Hours: 7:00 AM – 7:00 PM (Kenya Time), every day.

Please do not return any product without contacting us first. This allows us to provide the correct return instructions and arrange collection or shipping where applicable.