Refund and Returns Policy

Returns Eligibility

Due to the nature of our products and to ensure hygiene and authenticity, returns are accepted only under specific conditions.

You may request a return if:

• You received an incorrect item
• The item arrived damaged or defective
• The product does not match the description on our website

Non-Returnable Items

For hygiene and quality reasons, we do not accept returns on:

• Opened or used agarwood oils
• Burned incense or agarwood chips
• Custom or personalized orders
• Gift cards

Return Request Process

To request a return:

1. Contact us within 7 days of delivery
2. Provide your order number and clear photos of the item
3. Wait for return approval before sending any item back

Unauthorized returns will not be accepted.

Condition of Returned Items

• Items must be unused, unopened, and in original packaging
• Returned items that show signs of use will not be eligible for a refund

Refunds

• Once your return is received and inspected, we will notify you of the approval or rejection
• Approved refunds will be issued to the original payment method within 5–10 business days
• Shipping fees are non-refundable unless the return is due to our error

Damaged or Lost Packages

If your order arrives damaged or is lost during transit, please contact us immediately so we can assist you with a replacement or solution.