Refund and Returns Policy

Last updated: September 10, 2025

At Al-Ghayb, we want you to love what you bring home. If something isn’t right with your order, we’ll make it easy and worry-free—no hidden fees, no complicated hoops. Think of returns like a gentle stream: simple, smooth, and thoughtfully handled.

Quick highlights

  • 30-day return window from the purchase date.
  • You choose: full refund to your original payment method or store credit (digital gift card).
  • We cover return shipping for eligible returns — we’ll provide a prepaid return label or reimburse reasonable return postage.
  • No exchanges — if you’d like the same item, simply place a new order.

What qualifies for a refund or store credit

To be eligible for a refund or store credit, an item must:

  • Be returned within 30 days of purchase.
  • Be unused, undamaged, and in the original packaging with all tags attached (if applicable).
  • Be accompanied by a receipt or other proof of purchase (order number, packing slip, or email confirmation).

Items that are used, altered, damaged after delivery, or returned past 30 days are generally not eligible. If a return is refused for these reasons, we’ll let you know and provide next-step options.

How to start a return

  1. Contact Customer Care within 30 days:
  2. Tell us your order number, which item(s) you want to return, and the reason. If the item arrived damaged or incorrect, please include clear photos—this helps us resolve things faster.
  3. We’ll reply within 1–2 business days with return instructions and a prepaid return label when applicable. If a prepaid label is not available for your location, we’ll explain how to send the item back and how return postage will be handled.

Processing refunds & store credit

  • Once we receive and inspect your return, we’ll process your refund or issue store credit (your choice).
  • Refunds to the original payment method are typically processed within 3 business days after we accept the return; your bank may take an additional 3–10 business days to post the credit.
  • Store credit (digital gift card) will be emailed to you as soon as your return is accepted.

Damaged or incorrect items

If your order arrives damaged, defective, or not what you ordered, we’re truly sorry — and we’ll fix it quickly.

  • Contact us within 7 days of delivery with photos and your order number.
  • We’ll arrange return shipping at our cost and will either refund you in full or issue store credit — whichever you prefer.
  • If a replacement is available, we’ll help you reorder it.

Items that may not be returnable

Some products are final sale or otherwise ineligible for returns. Typical examples include:

  • Items clearly marked “Final Sale” or clearance.
  • Personalized, made-to-order, or custom items (unless they arrive damaged or incorrect).
  • Perishables and living plants, opened consumables, and hygiene items after use.
  • Gift cards.

If you’re unsure whether an item is returnable, contact Customer Care—we’ll clarify right away.

International orders

If you placed an international order, return shipping coverage and customs/duties handling may differ. Please contact Customer Care for instructions — we’ll guide you through the fastest and fairest option for your location. Note that duties or taxes paid to customs may not always be refundable by local authorities.

If a return is denied

If a returned item does not meet the eligibility criteria (used, missing tags, damaged by customer, or outside the 30-day window), we may refuse the refund or store credit. In such cases we’ll:

  • Explain why the return was denied, and
  • Offer next steps (returning the item to you or other resolution options).

Questions? We’re here to help

Customer Care at Al-Ghayb is ready to guide you through every step.

Thank you for shopping with Al-Ghayb. We believe nature heals—and if anything about your order doesn’t meet that standard, we’ll work gently and swiftly to set it right.