Returns, Exchanges & Refunds Policy

Returns, Exchanges and Refunds Policy — OUD WORLD

We aim to make our product information and trial and return terms clear. This policy applies to agarwood oils and discovery sets sold through the store, without limiting statutory consumer rights.

1. Complimentary samples with agarwood oil bottles

Each tola or quarter-tola bottle comes with a separate complimentary sample of the same oil, allowing you to try its scent before opening the main bottle. Try the sample first and leave the main bottle closed with its original seal and heat-shrink wrapping until you decide to keep it.

If the scent does not suit you, you may request a return of the main bottle within the seven days following receipt, provided it is unused and in its original condition, preserving its seal, packaging and accessories.

Using the complimentary sample does not prevent return of an eligible main bottle. No sample value is deducted from the refund, and you are not required to return the portion of the sample that has been used.

An intact seal and packaging help verify the bottle's condition. Opening the outer wrapping alone is not conclusive evidence that the oil has been used or an automatic reason to reject a return. Each case is assessed according to the condition of the bottle and its contents and applicable law.

2. Agarwood oil discovery sets

This section applies to all agarwood oil discovery sets, options and combinations, including three-variety and five-variety sets, whether listed as separate products or as options within one product.

Discovery sets are purchased samples intended for exploring scents. They are distinct from the complimentary samples supplied with tola and quarter-tola bottles and are not covered by the programme allowing you to try a complimentary sample and then return the main bottle.

You may request a return of the set within the seven days following receipt if all its samples are unused, in their original condition and complete. Opening the set's outer packaging alone is not conclusive evidence of sample use.

Samples whose contents have been used or tried cannot be returned solely because the scent does not suit you, provided they are sound and match their description.

If some samples in a set have been used, the scent-preference return promise does not cover a full refund for the set. This policy does not offer discretionary partial returns of the remaining samples in a set sold as a single unit without the store's agreement. Any applicable mandatory statutory rights remain unaffected.

Using one sample does not remove your rights relating to defects, leakage or non-conformity in another sample or in the set.

3. Refund amounts and shipping costs

When a return is accepted, we refund the full amount actually paid for the returned product after discounts, including VAT charged on it. No return handling fee or complimentary-sample charge is deducted.

The customer bears the actual return shipping cost for a change of mind or an unsuitable scent where there is no defect, leakage, non-conformity or store error. This cost is disclosed before the return shipment is arranged, and any agreed deduction of it from the refund is itemised.

If delivery was free at purchase, no delivery charge is imposed retrospectively or deducted from the refund.

Original delivery fees paid for a service already performed are not included in a discretionary change-of-mind refund, unless applicable law requires their refund. This exclusion does not apply where the store is responsible for a defect or error; amounts due in those cases are handled according to statutory customer rights.

4. Defects, leakage and non-conformity

If a product arrives defective, leaking, in the wrong variety or size, or there is a store error, please contact us with the order number and a description of the issue, including supporting photos where possible.

The case is resolved by exchange or refund according to its circumstances and statutory customer rights. The store bears handling and return costs associated with the defect or error.

Your rights are not lost because a product arrives with damaged seals or missing packaging. Intact packaging is not a requirement for making a claim relating to a defect or non-conformity.

The seven-day change-of-mind period does not limit statutory rights relating to defects or non-conformity. Use to the extent necessary to discover a defect does not prevent assessment of the claim under applicable provisions.

5. Requesting a return and sending the product back

Contact us by WhatsApp at +966556520310 or email [email protected], providing your order number, product, size and reason for return.

The date on which you send the return request within the specified period is recognised. A delay in the store's reply does not invalidate a request submitted on time.

We will provide return instructions and the appropriate address. Please coordinate with us before shipping and return the product and its accessories in packaging that protects bottles against breakage and leakage in transit.

6. Processing refunds and exchanges

After receiving the return and checking its condition, we notify you of the outcome. If it cannot be accepted, we explain the specific reason relating to the product's condition or return terms, without limiting your right to challenge the decision or contact the competent authorities.

We issue refunds within no more than seven business days of receiving the return and verifying its condition, or within the applicable statutory period if shorter, without unjustified delay in inspection.

Refunds are made to the original payment method where possible. Store credit or a voucher is not substituted without the customer's express agreement. If refunding the original payment method is not possible, a suitable alternative is agreed with the customer.

The time for funds to appear in your account may vary by bank or payment provider. We provide a refund transaction reference where available for follow-up.

Exchanges depend on availability of the requested product and size. If unavailable, the case is handled as a refund under this policy and statutory rights.

7. Cancellations and delivery delays

You may request cancellation before the order is handed to the carrier. After dispatch, returns are coordinated under this policy without limiting statutory cancellation or contract-termination rights.

For delivery delays, your rights to terminate the contract and recover amounts due apply according to the time limits and circumstances prescribed by the E-Commerce Law.

8. Preservation of rights

This policy must not be interpreted as reducing statutory consumer rights. Mandatory statutory provisions prevail in a conflict. The terms published when the purchase was completed apply to that order; later changes do not reduce the customer's rights in that order.