Return & Exchange Policy

At OUDAIN, customer satisfaction is one of our highest priorities. We are committed to providing premium-quality oud products and ensuring that every order meets your expectations. If you encounter any issue with your purchase, this policy explains the conditions for returns and exchanges while considering the nature of luxury fragrance products.

1. Eligibility for Returns & Exchanges

A return or exchange request may be accepted provided that:

• The request is submitted within the period specified by our store policy.
• The product is unused and unopened.
• The item is returned in its original condition, including all packaging and accessories.
• Proof of purchase or the order number is provided.

2. Non-Returnable Items

For hygiene and quality assurance reasons, the following products cannot be returned or exchanged unless they are defective or supplied incorrectly:

• Opened or used pure oud oil.
• Opened or used perfumes.
• Natural oud chips that have been partially used.
• Customized or personalized products.
• Gift cards or store vouchers (if applicable).

3. Damaged or Incorrect Products

If you receive a product that is:

• Damaged.
• Defective.
• Different from the item ordered.

Please contact our customer support team within 48 hours of receiving your order and provide:

• Your order number.
• Clear photos of the product.
• Photos of the external packaging.
• A brief description of the issue.

Our team will review your request and provide an appropriate resolution as quickly as possible.

4. Exchanges

If an exchange request is approved, the replacement product will be shipped after the returned item has been received and inspected, or according to the procedure advised by our customer support team.

If the requested replacement product is unavailable, you may choose between:

• A replacement product of equal value.
• A refund in accordance with this policy.

5. Refunds

Once the returned product has been received and inspected, you will be notified of the outcome of your request.

If approved:

• Refunds will be issued using the original payment method whenever possible.
• Processing times may vary depending on your bank or payment provider.

Shipping charges are generally non-refundable unless the return is due to an error on our part or a defective product.

6. Return Shipping Costs

Customers may be responsible for return shipping costs when the return is not due to a store error or product defect.

If the issue is the responsibility of OUDAIN, we will cover all shipping costs related to the approved return or exchange.

7. Order Cancellation

Orders may be cancelled before they have been shipped.

Once an order has been dispatched, cancellation requests will be handled according to this Return & Exchange Policy.

8. Right to Refuse Returns

OUDAIN reserves the right to decline any return or exchange request if:

• The conditions of this policy are not met.
• The product has been used or damaged due to misuse.
• Original packaging or labels have been removed.
• The request is submitted after the applicable return period.

9. Contact Us

If you have any questions regarding this Return & Exchange Policy or require assistance with a return or exchange request, please contact OUDAIN through our official customer service channels. Our team will be pleased to assist you as quickly as possible.