Refund policy

RETURNS

We will gladly arrange a return or replacement if:

  • Your order arrives damaged.
  • You received the wrong item.

 

OUR GUARANTEE

Every agarwood order includes a Tasting Sliver for your discernment.

  • Testing: We encourage you to test the sliver before opening the main product tube.
  • Non-Eligible Items: To maintain quality and authenticity, we are unable to accept returns of products where the security seal has been broken.
  • Partial Returns: If you open some items from a set, the refund will be calculated by deducting the individual list price of the opened items from the original set price.


INITIATING A RETURN (Hassle-Free)

  • Contact hello@oudism.com within 14 days of delivery.
  • Provide your order number, issue description, and photos.

 

THE COST OF RETURN SHIPPING:

  • Fault Returns (Damage/Error): We cover 100% of the return shipping costs.
  • Discretionary Returns (Preference): For returns made after testing the sliver, the cost of the prepaid return label will be deducted from your final refund amount. This deduction will be a flat rate of USD $29 for all international orders.

 

LOST OR DELAYED ORDERS

  • Contact hello@oudism.com if your order has not arrived within the expected timeframe