Returns & Exchanges
We stand behind every chip and every drop. If you are not completely satisfied with your order, our 14-day return policy makes it simple to request a refund or exchange.
Our Promise
Agarwood Oud Supply LLC is committed to delivering pure, authentic, and high-grade oud products. If your purchase does not meet our published quality standards, you may return it within 14 days of delivery for a full refund or replacement.
Eligibility
Items Eligible for Return
- Unopened and unused agarwood chips in their original sealed pouch.
- Sealed oud oil bottles with intact tamper-evident seal.
- Items damaged in transit (with photo evidence within 48 hours).
- Items received that differ from the product ordered.
Items NOT Eligible for Return
- Opened or used oud oil bottles.
- Opened agarwood chip pouches.
- Sample sizes (under 3ml).
- Custom or wholesale bulk orders (subject to wholesale agreement).
- Items returned after the 14-day window.
- Final sale or clearance items.
How to Request a Return
Contact Us
Email orders@agarwoodoudsupply.com with your order number and reason for return.
Receive RMA
We will reply within 24 hours with a Return Merchandise Authorization (RMA) and shipping instructions.
Ship It Back
Pack the item securely in its original packaging and ship to our Wyoming warehouse.
Get Refund
Once received and inspected, your refund is processed within 5–7 business days.
Exchanges
If you would like to exchange an eligible item for a different product or grade, please follow the same return process and indicate your preferred replacement in your email. Once your return is received and approved, we will ship your replacement at no additional shipping cost.
If the new product is of higher value, we will send you a secure payment link for the difference. If lower in value, the difference will be refunded to your original payment method.
Refund Policy
Approved refunds are issued to the original payment method used at checkout. Please allow:
- Credit/Debit Cards: 5–10 business days to appear on your statement.
- PayPal: 3–5 business days.
- Bank Transfer: 5–7 business days.
Original shipping fees are non-refundable unless the return is due to our error (wrong item, defective product, or damage in transit).
Damaged or Defective Items
If your order arrives damaged or defective, please contact us within 48 hours of delivery with the following:
- Your order number.
- Clear photos of the damaged product and outer packaging.
- A brief description of the issue.
We will arrange a free replacement or a full refund, including any return shipping costs.
Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to a fault on our part. We strongly recommend using a tracked, insured shipping service — we cannot be responsible for items lost in return transit.
Cancellations
Orders may be cancelled free of charge within 2 hours of placement, provided they have not yet entered our fulfillment process. To cancel, contact us immediately at orders@agarwoodoudsupply.com or call (307) 205-1968.
Ready to start a return?
Email our support team with your order number and we'll guide you through every step.
Start a Return