Effective date: 1 September 2026
Sabouna wants every order to arrive in the expected condition. This policy applies to orders delivered within Jordan.
Return or exchange period
You may request a return or exchange within 14 calendar days from the date you receive your order.
Eligibility requirements
- The product must be unused and in its original condition.
- The package must remain sealed and unopened, with its seal, labels and original packaging intact.
- You must provide the order number or proof of purchase.
For hygiene and safety reasons, personal-care products and hand or body wash cannot be returned or exchanged after opening or use, unless the product is damaged or incorrect.
Damaged or incorrect products
If a product arrives damaged or differs from what you ordered, contact us immediately with your order number and clear photos of the product and packaging. Once verified, we will arrange a replacement or return at no cost to you.
Return shipping costs
The customer pays return shipping when returning or exchanging a product for personal reasons. Sabouna covers the cost only when the product is damaged, incorrect or does not match the order.
How to submit a request
- Contact us before returning any product.
- Provide your order number, the reason for the request and photos where needed.
- Wait for approval and return instructions.
- Do not send the product before receiving return instructions.
Inspection and refunds
After receiving and inspecting the returned product, we will tell you whether the request has been approved or rejected and explain the reason. Approved refunds are made to the original payment method where possible, or by another agreed method. We will advise you of the expected processing time; the time for funds to appear may vary by bank or payment method.
Original delivery fees are non-refundable when you change your mind. They are refunded where the return results from Sabouna's error or damage before delivery.
Order cancellation
You may request cancellation before dispatch. Once an order has been dispatched or delivered, this return policy applies.
Contact
To request a return or exchange, email [email protected], call sales on 0799066533, or call the factory on 0796188892.
This policy does not limit any mandatory rights under Jordanian consumer-protection law.