Return & Exchange Policy
Due to the exclusive, high-value, and sensitive nature of pure Agarwood (Oud) oils, chips, and raw wood specimens, we enforce a strict policy to ensure the authenticity, purity, and safety of our inventory.
1. Final Sale Policy (No Returns or Exchanges for Preference)
All Sales Are Final: All purchases of Senkoh Grade, Madya Grade, and Raw Agarwood products are non-refundable and non-exchangeable once dispatched.
No Returns Based on Scent: Pure Agarwood is an organic product, and aroma perception is highly subjective. We do not accept returns, exchanges, or refunds based on personal scent preferences, longevity expectations, or minor natural variations between batches.
2. Exceptions: Incorrect Items Only
We only accept return or replacement requests under the following one condition:
Incorrect Item: You received a product that does not match your order details.
3. Strict Conditions for Eligibility & Claim Requirements
To be eligible for a replacement or store credit under the exceptions listed above, you must fulfill ALL of the following criteria:
1. Unboxing Video Requirement: You must provide a continuous, unedited video unboxing starting from the unopened outer shipping parcel to showing the incorrect item.
2. Intact Product Seals: The primary product container seal (bottle cap seal, security tape, or original packaging) must remain completely intact and unopened. Opened, used, or tampered items will be rejected immediately.
3. Claim Window: You must report the issue to our support team within 24 hours of delivery confirmation from the courier.
4. Return & Claim Process
1. Submit a Request: Contact us at sukooud@gmail.com within 24 hours of delivery. Include your Order Number, photos of the outer box, and the required Unboxing Video.
2. Review & Approval: Our quality assurance team will inspect the video evidence within 1–2 business days.
3. Return Shipment: If approved, we will provide instructions for returning the item. Items sent back without prior approval will not be accepted.
4. Resolution: Upon receiving and inspecting the returned item, we will issue a replacement item or store credit. Original shipping fees and customs/import duties are non-refundable.