Returns, Exchanges, and Cancellations Policy
Refund Policy
Agarwood Guarantee…
We are delighted that you chose Agarwood Camel products, and it is our responsibility to ensure your satisfaction in every possible way.
With confidence in the quality of our products, we offer you several guarantees to give you greater confidence and peace of mind:
- You can submit a return request within 3 days of receiving your order by simply contacting us via WhatsApp.
+8613129323799
- If your order includes agarwood, you can return it, but the quantity must not exceed the trial limit.
- If the requirement for agarwood chips is that the agarwood (cut pieces) be undamaged and in its original condition, weighing 5 grams, then the trial limit applies.
- Enjoy warranty, return, and exchange services by sending a copy of the insurance policy received from the shipping company representative (located on the carton) via WhatsApp.
- For customer refunds, you need to contact the same mobile number registered in the application.
Product Return Methods…
- Request a refund via WhatsApp only: +8613129323799
- Send a copy of your policy or order number and a photo of the product to WhatsApp.
- Customer service will reply within 24 hours.
- If your order does not match your selection, or if the product is damaged or defective upon first use, please contact us directly within 24 hours.
- The timeframe for resolving any customer issues is 3-5 business days within the same store city and 5-10 days outside the store city.
- Returns and exchanges are accepted within 3 days of the date of purchase.
- All gifts received with the product must be returned in their original packaging upon return.
- Products processed at the customer’s request or according to customer-specified specifications are not eligible for return or exchange, except for defective products or products that do not conform to agreed specifications.
- If a product other than those ordered from the store arrives, and the store made an error in preparing the order, the store will bear all shipping and replacement costs.
Refund Method
How the Amount Will Be Refunded to the Customer’s Account
The amount will be refunded according to the payment method.
For prepaid orders, the amount will be refunded to the card or wallet used for payment.
Upon receipt, the amount will be transferred to the customer’s bank account.
Please note…
After the finance department processes the payment, it may take up to 15 business days for the amount to appear on your bank statement.
According to bank policy, the amount will be refunded 15 days after the bank receives the customer’s shipment.