Refunds & Cancellations Policy

At The Oud Story, we are committed to providing you with premium-quality Oud Based perfumes and attars. We understand that there might be occasions when you need to cancel an order or request a refund. To ensure a smooth and satisfactory experience, we have outlined our Refunds and Cancellation Policy below.

Scope of the Policy

This policy explains:

(a) The conditions under which you may return goods purchased from us.

(b) The terms for obtaining a refund on returned goods, subject to certain conditions.

(c) The process for canceling orders within a specified time frame.

We strive to accommodate requests for returns, refunds, and cancellations while adhering to our business and legal obligations. Specific guidelines may apply to certain products, which will take precedence over this policy. Please ensure you review product-specific guidelines when making a purchase on our website.

Eligibility for Returns

You may return a product if:

(a) You received a faulty or defective product (e.g., damaged or leaking attar bottle).

(b) You received a product that differs from what you ordered.

(c) The product appears significantly different from how it was displayed on our website.

(d) The product delivered is of an incorrect size or specification.

(e) You are dissatisfied with the quality of the attar or perfume received.

Important: For any complaints related to faulty or damaged products, missing items, or theft during delivery, you must provide an unboxing video of the package. Complaints without an unboxing video will not be entertained.

Products Not Eligible for Return

(a) Items that have been used, worn, washed, or soiled.

(b) Products with broken seals, unless compensation is approved by us.

(c) Consumable products with broken seals (e.g., opened attars or perfumes).

(d) Custom-made items (e.g., bespoke packaging, gift sets).

(e) Products purchased during sales or promotional discounts.

Conditions for Returning Products

(a) Products must be returned in their original condition with all bills, tags, and labels intact.

(b) The product must be unsoiled and in its original packaging.

(c) Replacement of products will be subject to stock availability at the time of the request.

Refund Eligibility

To raise a refund request, contact us via email at support@theoudstory.com. Your request must include your order ID, product name/image, and a detailed description of the issue. Refund requests must be made within 3 days of receiving the product.

After approval of the return, the product must be shipped back to us within 7 days.

Cancellation Policy

(a) Orders can be canceled within 12 hours of placement. After this period, cancellations may not be possible as the order processing begins.

(b) Custom-made or personalized orders cannot be canceled.

(c) If an order has not been dispatched, we retain the right to cancel it upon your request. Please inform us immediately if you wish to cancel under these circumstances.

(d) We reserve the right to cancel orders due to pricing errors or stock unavailability. In such cases, you will be notified promptly, and a full refund will be issued.

For further assistance, please contact our customer support team at care@theoudstory.com,