Order Returns & Exchange Policy

Overview

At OUD SANCTUM, every order is carefully prepared and inspected before shipment to ensure product quality and customer satisfaction.

Due to the natural characteristics of agarwood and oud products, all purchases are considered final. However, eligible customers may request a product exchange within 14 days after receiving their order, subject to the conditions below.

Order Preparation

Orders are normally processed and carefully packed within 2–3 business days after payment and order confirmation.

Before shipment, each product is inspected to ensure that it meets OUD SANCTUM’s quality standards.

Shipping & Delivery

We provide secure delivery services to customers in different countries and regions.

Each shipment is carefully packed to help protect the product during transportation.

Shipping services may include:

• Secure packaging
• Careful handling
• Shipment tracking where available
• Customer support during the delivery process

Actual delivery times may vary depending on the destination, shipping method, customs clearance and local courier conditions.

Delivery Time

Orders are generally dispatched within 2–3 business days after confirmation.

Estimated international delivery time is normally around 3–10 business days, depending on the destination and shipping service selected.

Please note that customs inspections, public holidays, weather conditions and other circumstances outside our control may result in additional delivery time.

14-Day Exchange Policy

We want every customer to enjoy their OUD SANCTUM purchase with confidence.

If there is an eligible issue with your order, you may contact us to request one product exchange within 14 days from the date you receive your order.

To qualify for an exchange, the following conditions must be met:

• The exchange request must be submitted within 14 days after delivery.
• The product must remain substantially unused and in good condition.
• The original packaging should be retained whenever possible.
• Proof of purchase or order confirmation must be provided.
• The product must be securely repacked before being returned.
• The exchange must be approved by OUD SANCTUM before the product is sent back.

Products returned without prior approval may not be accepted.

Exchange Process

To request an exchange, please contact OUD SANCTUM customer service and provide:

• Your order number
• Your name and contact information
• The product concerned
• A brief description of the issue
• Photos or videos where necessary

After your request has been reviewed and approved, we will provide further return instructions.

Once the returned product has been received and inspected, an eligible replacement product will normally be prepared and shipped within 7 business days.

Return Shipping Costs

Unless the product received is incorrect, damaged or confirmed to have a quality issue caused before delivery, customers are generally responsible for the cost of returning the product.

Where an exchange is approved due to an error by OUD SANCTUM, we will review the shipping responsibility based on the individual case.

Each eligible order is limited to one exchange only unless otherwise agreed by OUD SANCTUM.

Damaged or Incorrect Orders

If your package arrives damaged, or if you receive an incorrect product, please contact us as soon as possible after delivery.

Please provide clear photos or videos of:

• The outer packaging
• The shipping label
• The damaged or incorrect product
• Any other relevant details

We will review the case and provide an appropriate solution.

No Refund Policy

Due to the nature, quality control and hygiene considerations of agarwood, oud oil, incense and related products, OUD SANCTUM generally does not accept returns for refund after an order has been delivered.

Approved cases will normally be handled through the exchange process described above.

All purchases are considered final except where otherwise required by applicable consumer law.

Important Notice

Natural agarwood products may vary slightly in:

• Color
• Shape
• Grain
• Resin distribution
• Weight
• Natural aroma

These natural differences are not considered product defects.

Please review all product information carefully before placing your order.

Contact Us

If you have any questions about an order, exchange or delivery, please contact our customer service team.

WhatsApp: +86 190 7562 9758

WeChat: +86 191 0664 6557

OUD SANCTUM