Returns & Refunds

1. Return Eligibility

An ordinary return request must be made within 7 days after delivery. Ordinary returns are limited to products that are unopened, unused, undamaged and in complete original packaging.

All returns require prior authorisation. Contact info@nariyaoud.com before sending a product back so that we can review the request and provide return instructions. Parcels sent without prior approval will not be accepted or processed.

2. Opened or Used Products

Agarwood oil is a personal-use product. A product that has been opened or used, has a broken seal, or has been stored in conditions that cannot be verified is generally not eligible for an ordinary return for hygiene, safety and product-integrity reasons.

This restriction does not exclude rights that cannot lawfully be excluded, including rights relating to damaged, defective, incorrect or misdescribed products.

3. Damaged, Defective or Incorrect Items

If an item is incorrect, arrives damaged or leaking, or has a clear quality issue, contact us as soon as reasonably possible. Keep the product and all packaging while the request is reviewed. An approved request may be resolved with a refund or replacement as appropriate.

Please provide the order information and clear photographs where relevant, including the outer parcel, shipping label, internal packaging and affected product. We may request other reasonable information needed to assess the issue.

4. Return Request Process

To request a return, email info@nariyaoud.com or use the Contact page. Include the order number, product and size, reason for the request, whether the product or packaging has been opened or used, and relevant photographs.

We will review the request and, if authorised, provide the appropriate return destination and instructions. Do not send a parcel before receiving that authorisation.

5. Return Shipping

For a non-quality return, the customer is responsible for return shipping costs. For an incorrect item or confirmed quality issue, we will cover reasonable return shipping costs that have been authorised in advance.

Please use the return method and address provided for the specific request. Parcels sent without prior approval or contrary to the provided instructions will not be accepted or processed.

6. Inspection of Returned Items

Returned items may be inspected to confirm identity, condition, packaging, use and the issue described in the request. Keep any shipment receipt or tracking information until the review is complete.

After inspection, we will explain whether a refund, replacement, partial refund, return to the customer or another appropriate remedy is available.

7. Refund Method

Where a refund is approved, it will normally be issued to the original payment method where technically possible. If that method cannot receive the refund, we will explain an appropriate alternative.

Any lawful deduction or non-refundable third-party charge relevant to the request will be explained before the refund is completed.

8. Refund Timing

We will submit an approved refund for processing within 5–10 business days after the necessary review or inspection has been completed. The time for funds to appear may then depend on the payment provider, bank, currency and destination.

We cannot control the time taken by a bank or payment provider after a refund has been submitted.

9. Order Cancellation

You may request cancellation before an order is dispatched. Contact us promptly because dispatch may occur before we can act on the request.

After dispatch, an order cannot be cancelled. Any request must instead be considered through the return process, subject to the product condition and applicable rights.

10. Lost or Delayed Parcels

If a parcel appears delayed or cannot be located, review the available tracking information and contact us with the order and tracking details. Delivery estimates and general shipment guidance are described in the Shipping & Delivery policy.

We will review the available shipment information and assist with an enquiry where appropriate. Investigation and resolution may depend on the delivery service, customs authority or other third party involved.

11. Mandatory Consumer Rights

Nothing on this page excludes or limits consumer rights or remedies that cannot lawfully be excluded or restricted. Where mandatory law provides a different or additional right, that right will apply.

Each request will be reviewed according to its facts, the order destination and the legal requirements that apply.

12. Contact

For return, refund, cancellation or product-condition enquiries, email info@nariyaoud.com or use our Contact page. Include your order number and a brief description of the requested assistance.