退款政策

Exchange & Refund Policy

We understand that experiencing agarwood is a personal and tranquil journey. At Nam Oud, we pour our heart into every product sent to you and strive to ensure you have the most complete experience possible.

1. Claim Submission

To ensure your best interests, please inspect your product immediately upon receipt. If there are any issues, please contact us within 72 hours of the delivery time via WhatsApp or Email. To provide the fastest support, please include photos or an unboxing video taken immediately upon receiving the package.

2. Exchange & Return Conditions

We accept exchanges or returns in the following cases:

• The product is defective, damaged, or broken during transit.

• The product delivered does not match the description or your original order.

Note: For products that have had their seals opened or have been used, we regret that we cannot accept returns or exchanges, except in cases of manufacturing defects.

3. Shipping Fees

• For issues caused by Nam Oud: We will cover all shipping costs to retrieve the defective product and send a replacement to you.

• For other cases: Shipping costs will be discussed based on the specific situation, with the goal of finding a solution that satisfies both parties.

4. Refund Methods

Once we have verified that the product meets the conditions for return, we will process a refund via bank transfer or issue a store voucher for your next experience, depending on your preference.