We aim to provide high-quality agarwood and reliable service. Please review our after-sales policy:
1. Return & Exchange Policy
Because agarwood is a natural and high-value raw material, returns or exchanges are only accepted under the following conditions:
Accepted Cases
- You received the wrong product.
- The product was damaged during shipping (requires unboxing video as evidence).
- The product is significantly inconsistent with the description (subject to inspection).
Not Accepted
Returns or exchanges will not be accepted for:
- Natural differences in color, shape, texture, or resin distribution.
- Personal preference (“did not like the smell,” “not the same as imagined”).
- Used, burned, cut, or processed products.
- Incorrect address or failure to receive the parcel.
Agarwood is a natural material and each piece is unique. These natural differences are not considered defects.
2. Refund Processing
- Refunds are issued only after the item is returned and inspected.
- Refunds are processed within 5–10 business days.
- Shipping fee is non-refundable unless the issue was our fault.
3. Saudi Arabia Local Warranty
For Saudi customers:
- Local warehouse orders damaged on arrival can be replaced faster (3–5 days).
- Customer must provide:
- Package photos
- Unboxing video
- Shipping label photo
4. Order Cancellation
Before Shipping
- Orders can be canceled within 12 hours of placement.
After Shipping
- Once shipped, orders cannot be canceled.
5. Lost or Missing Packages
If a package is lost in transit:
- We will investigate with the carrier.
- Confirmed lost packages will be replaced or refunded.
6. Contact for After-Sales Service
For return, damage claims, or assistance, please contact:
Email: jh.oudwood@gmail.com
Response Time: 24 hours (business days)
Please include your order number, photos, and description of the issue to speed up processing.