When your return arrives and passes the checks, the refund reaches your bank account in 5 to 7 working days, while credit to your Rituals account takes 2 business days. With cash-on-delivery orders, the refund comes as credit on the account.
Rituals does not do exchanges for now, so to get a different item you return the original and place a new order. If something arrives damaged, photograph it and email the picture to customer service along with the order number, the product name and the quantity; the team will handle it from there.
Source: Rituals Saudi Arabia: returns and exchanges