TERMS & CONDITIONS
OVERVIEW
This website is operated by OUD SANCTUM. Throughout the site, the terms “we”, “us” and “our” refer to OUD SANCTUM.
OUD SANCTUM provides this website, including all information, products, tools and services available from this site, subject to your acceptance of the terms, conditions, policies and notices stated here.
By visiting our website and/or purchasing products from us, you agree to be bound by these Terms & Conditions.
Please read these Terms & Conditions carefully before accessing or using our website. If you do not agree with any part of these terms, you should not use this website or our services.
We reserve the right to update, modify or replace any part of these Terms & Conditions by posting changes to this website. Your continued use of the website after changes are published constitutes acceptance of those changes.
1. ONLINE STORE TERMS
By using this website, you confirm that you are legally permitted to enter into purchases and agreements in your country or region.
You may not use our products, website or services for any illegal or unauthorized purpose.
You must not transmit viruses, malware, harmful code or any other material that could damage, interrupt or interfere with the operation of this website.
Any violation of these Terms & Conditions may result in suspension or termination of access to our services.
2. GENERAL CONDITIONS
We reserve the right to refuse service, cancel an order or restrict access to our website where reasonably necessary, including in cases of suspected fraud, misuse, payment problems or violation of these Terms & Conditions.
You agree not to reproduce, duplicate, copy, sell, resell or exploit any part of this website, its content or services without prior written permission from OUD SANCTUM.
Website headings are provided for convenience only and do not limit or otherwise affect these Terms & Conditions.
3. PRODUCT INFORMATION
We make reasonable efforts to ensure that product descriptions, photographs, specifications and other information displayed on our website are accurate.
However, agarwood and Oud are natural materials. Individual products may naturally vary in:
Color
Shape
Grain
Resin distribution
Weight
Aroma
Texture
Such natural differences do not necessarily constitute defects.
Product images are provided for reference. Differences in screens, lighting and natural product characteristics may cause the actual product to appear slightly different.
4. ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION
The information provided on this website is for general informational and commercial purposes.
We make reasonable efforts to maintain accurate and current information but do not guarantee that all information will always be complete, current or free from errors.
We reserve the right to correct errors, inaccuracies or omissions and to update website content at any time.
5. PRICES AND SERVICE CHANGES
Product prices may change without prior notice.
We reserve the right to modify or discontinue products, promotions or website services at any time.
The price displayed at the time an order is successfully placed will normally apply to that order unless an obvious pricing or technical error has occurred.
Shipping fees, taxes, customs duties or other charges may apply depending on the customer’s destination.
6. ORDERS AND ACCOUNT INFORMATION
We reserve the right to accept, refuse, limit or cancel orders where reasonably necessary.
This may include orders that:
Contain incorrect or incomplete information
Cannot be successfully paid
Appear fraudulent or suspicious
Are affected by inventory errors
Violate applicable laws or these Terms & Conditions
If we cancel or modify an order after payment has been received, we will contact the customer using the information provided with the order.
Customers are responsible for providing accurate and complete:
Name
Email address
Telephone number
Billing information
Shipping address
OUD SANCTUM is not responsible for delivery problems resulting from incorrect information supplied by the customer.
7. CUSTOMER ACCOUNTS
Some functions on our website may require customers to register an account.
You are responsible for maintaining the confidentiality of your login details and for activity conducted through your account.
You must provide accurate account information and update it when necessary.
We reserve the right to suspend accounts used for fraud, abuse, unauthorized activity or violations of these Terms & Conditions.
8. PAYMENT
Available payment methods will be displayed during checkout.
Payments may be processed through independent third-party payment service providers.
OUD SANCTUM does not normally directly store complete payment card details processed securely by third-party payment providers.
Customers are responsible for ensuring that they are authorized to use the selected payment method.
An order is not considered fully confirmed until payment authorization and order processing have been successfully completed.
9. SHIPPING AND DELIVERY
Orders are generally prepared within 2–3 business days after confirmation.
International delivery normally takes approximately 3–10 business days, depending on destination, courier service, customs clearance and other factors outside our control.
Estimated delivery times are provided for reference only and are not guaranteed.
OUD SANCTUM is not responsible for reasonable delays caused by:
Customs inspections
Courier delays
Public holidays
Severe weather
Transportation disruptions
Incorrect customer information
Government restrictions
Other circumstances beyond our reasonable control
Customers are responsible for any customs duties, import taxes or similar charges imposed by their destination country unless otherwise stated.
10. EXCHANGES, RETURNS AND REFUNDS
Due to the natural characteristics, quality control requirements and hygiene considerations associated with agarwood, Oud oil, incense and related products, purchases are generally considered final after delivery.
Eligible customers may request one product exchange within 14 days of receiving an order, subject to the conditions stated in our Order Returns & Exchange Policy.
Returned products must not be sent back without prior approval from OUD SANCTUM.
Unless the product is incorrect, damaged upon arrival or confirmed to have a qualifying quality issue, customers may be responsible for return shipping costs.
Refunds are generally not provided after delivery except where required by applicable consumer protection law.
Please review our Order Returns & Exchange Policy before purchasing.
11. DAMAGED, INCORRECT OR MISSING ITEMS
If your order arrives damaged, contains an incorrect product or is missing an item, please contact us as soon as reasonably possible.
You may be asked to provide:
Order number
Photos of the outer packaging
Shipping label
Photos or videos of the product
Description of the issue
We will review the information and determine an appropriate solution based on the circumstances.
12. USER COMMENTS, REVIEWS AND SUBMISSIONS
If you submit reviews, comments, suggestions, photographs, feedback or other content to OUD SANCTUM, you confirm that the content:
Is accurate to the best of your knowledge
Does not violate intellectual property rights
Does not contain unlawful, abusive or harmful material
Does not contain malware or malicious code
Does not impersonate another person
We reserve the right to moderate, remove or refuse content that violates these Terms & Conditions or applicable law.
You remain responsible for content you submit.
13. PERSONAL INFORMATION
Your submission of personal information through this website is governed by our Privacy Policy.
We may collect information necessary to:
Process orders
Deliver products
Manage customer accounts
Provide customer support
Process payments
Prevent fraud
Send communications where consent has been provided
Please review our Privacy Policy for more information about how personal data is handled.
14. ERRORS, INACCURACIES AND OMISSIONS
Occasionally, our website may contain typographical errors, incorrect pricing, inaccurate descriptions, availability errors or other omissions.
We reserve the right to correct such errors and update information at any time.
Where an obvious error materially affects an order, we may contact the customer to confirm, correct or cancel the affected order as appropriate.
15. PROHIBITED USES
You may not use this website or its content:
For unlawful purposes
To violate applicable laws or regulations
To infringe intellectual property rights
To transmit malware or harmful code
To collect personal information from others without authorization
To engage in fraud, phishing or deceptive activity
To interfere with website security
To attempt unauthorized access to our systems
To scrape, crawl or misuse website content in a harmful manner
To submit false or misleading information
We reserve the right to restrict or terminate access for prohibited use.
16. INTELLECTUAL PROPERTY
Unless otherwise stated, website content including logos, product photographs, graphics, text, layout, branding and other materials belongs to OUD SANCTUM or is used with appropriate permission.
You may not commercially reproduce, distribute, modify or exploit such materials without authorization.
17. DISCLAIMER OF WARRANTIES
We make reasonable efforts to provide reliable website services and quality products.
However, the website may occasionally experience interruption, technical issues, maintenance or errors.
To the extent permitted by applicable law, our website and services are provided without guarantees that access will always be uninterrupted, error-free or completely secure.
Nothing in these Terms & Conditions excludes rights that cannot legally be excluded under applicable consumer law.
18. LIMITATION OF LIABILITY
To the maximum extent permitted by applicable law, OUD SANCTUM shall not be liable for indirect, incidental or consequential losses arising from use of the website or products where such liability may legally be limited.
This limitation does not exclude liability that cannot legally be excluded or restricted.
Customers should use Oud oils, incense and related products responsibly and in accordance with any instructions provided.
19. PRODUCT USE AND SAFETY
Customers are responsible for using products appropriately.
Oud oil should be tested on a small area of skin before regular topical use, especially for customers with sensitive skin.
Avoid contact with eyes and discontinue use if irritation occurs.
Incense and burning products should be used only in appropriate, well-ventilated areas and should never be left burning unattended.
Keep products away from children and pets where appropriate.
If you are pregnant, nursing, have allergies or have a medical condition, consult an appropriate healthcare professional before using fragrance oils or similar products.
20. THIRD-PARTY LINKS AND SERVICES
Our website may contain links to third-party websites or use services provided by payment processors, delivery companies, analytics providers or other external parties.
We are not responsible for the content, privacy practices or operation of independent third-party websites.
Use of third-party services may also be subject to their own terms and policies.
21. TERMINATION
These Terms & Conditions remain effective while you use this website.
You may stop using our services at any time.
We may restrict or terminate access where a user violates these Terms & Conditions, applicable law or website security requirements.
Any obligations or liabilities arising before termination will remain effective where applicable.
22. GOVERNING LAW
These Terms & Conditions shall be interpreted in accordance with the applicable laws governing OUD SANCTUM and the transaction, subject to any mandatory consumer protection rights applicable in the customer’s country or region.
Nothing in these Terms & Conditions is intended to remove rights that consumers are legally entitled to receive.
23. CHANGES TO THESE TERMS & CONDITIONS
We may update these Terms & Conditions from time to time.
The latest version will always be published on this page.
Customers are encouraged to review this page periodically.
Continued use of the website after updated terms are published constitutes acceptance of the revised terms where permitted by law.
24. CONTACT INFORMATION
Questions about these Terms & Conditions, orders or our services may be sent to OUD SANCTUM.
WhatsApp: +86 190 7562 9758
WeChat: +86 191 0664 6557
Head Office & Factory:
No. 168 North Yingbin Avenue,
Dianbai District, Maoming,
Guangdong, China
OUD SANCTUM
25. WHOLESALE ORDERS
OUD SANCTUM welcomes wholesale and bulk purchase inquiries.
For wholesale pricing, product availability, customized orders or larger quantities, please contact our customer service team before placing your order.
Additional photographs, product details and quotations may be provided upon request.