Returns and Refund Policy

Last updated: OctoBer 18, 2026

Thank you for shopping at OUDBINEID.

If, for any reason, You are not completely satisfied with a purchase We invite You to review our policy on refunds and returns.

The following terms are applicable for any products that You purchased with Us.

Interpretation and Definitions

Interpretation

The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.

Definitions

For the purposes of this Return and Refund Policy:

Company (referred to as either “the Company”, “We”, “Us” or “Our” in this Agreement) refers to Oud Bin Eid Perfumes TR, Sharjah, UAE.

Goods refer to the items offered for sale on the Service.

Orders mean a request by You to purchase Goods from Us.

Service refers to the Website.

Website refers to OUDBINEID, accessible from https://www.oudbineid.ae

You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

Return Requests and Deadlines

You may request a return without giving a reason, subject to the eligibility requirements under Conditions for Returns.

You must notify us within two calendar days of receiving your order. This applies to deliveries within the UAE and internationally, including orders received on your behalf by someone you have appointed.

To request a return, please contact us:

• By email: info@oudbineid.ae
• By WhatsApp: +971 50 488 8828

Returns within the UAE

Once you notify us, we will arrange for our delivery provider to collect the product within two working days of your notification. Please ensure that the product is packed and ready for collection.

Returns outside the UAE

You must dispatch the product back to us within two working days of notifying us of your return request. Within the same period, please send us the shipping receipt or tracking number confirming that the parcel has been handed over to the shipping provider. Creating a shipping label alone does not confirm dispatch.

This deadline applies to dispatching the return, rather than its arrival with us.

Working days exclude weekends and public holidays in the country where collection or dispatch takes place.

REFUNDS

We will reimburse you no later than 14 days from the day we receive the returned goods. We will use the same payment method you used for your order.

Your refund will include the amount paid for the returned goods and the original delivery charge. Any applicable deduction for agarwood used beyond the testing allowance will be calculated as explained under Conditions for Returns. Any applicable return collection charge will be deducted as explained under Returning Goods.

We do not charge a separate fee for processing your refund. Refunds are issued in AED. We are not responsible for currency conversion fees, bank or payment-provider charges, or differences in exchange rates applied to your original payment or refund. These may result in the amount received in your account currency differing from the amount originally debited.

CONDITIONS FOR RETURNS

If in the UAE

• You notified us of your return request within two calendar days of receiving your order and have made the goods available for collection within two working days of your notification.
• The Goods are in the original packaging
• The goods must be returned undamaged, apart from the quantity of agarwood used for testing. You may use up to 1.5 g of agarwood for testing without any deduction for that quantity. If the quantity used exceeds 1.5 g, the value of the full quantity used will be deducted from your refund, calculated proportionately using the price paid for the agarwood and its purchased weight. This deduction applies to all agarwood used, not only the amount exceeding 1.5 g. All other return conditions continue to apply.

If outside the UAE

• You notified us of your return request within two calendar days of receiving your order, dispatched the goods within two working days of that notification, and provided a shipping receipt or tracking number confirming dispatch within the same period.
• The Goods are in the original packaging
• The goods must be returned undamaged, apart from the quantity of agarwood used for testing. You may use up to 1.5 g of agarwood for testing without any deduction for that quantity. If the quantity used exceeds 1.5 g, the value of the full quantity used will be deducted from your refund, calculated proportionately using the price paid for the agarwood and its purchased weight. This deduction applies to all agarwood used, not only the amount exceeding 1.5 g. All other return conditions continue to apply.

The following Goods cannot be returned:

• Oud oils, whether opened or unopened, are not eligible for return due to the sensitive nature of the product.
• Products, boxes or packaging made specifically to your requirements or personalised at your request are not eligible for return. This includes engraving, bespoke designs and any other customisation carried out specifically for you.
• Products that have been mixed with other products or materials after delivery and can no longer be clearly identified and separated in their original condition are not eligible for return.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.

Only regular priced Goods may be refunded. Unfortunately, Goods on sale cannot be refunded. This exclusion may not apply to You if it is not permitted by applicable law.

DAMAGED OR INCORRECT GOODS

If your order arrives damaged or you receive an incorrect item, please contact us as soon as possible at info@oudbineid.ae or via WhatsApp on +971504888828. Please include your order number, a description of the issue and, where possible, photographs of the item and its packaging.

We will review the issue with you and arrange a replacement or refund, as appropriate. We will cover the related return shipping and any replacement delivery costs. Please contact us before sending the item back so we can confirm the arrangements.

The exclusions for oud oils, sale items and personalised products do not prevent you from reporting an item that arrived damaged or was supplied incorrectly.

Returning Goods

Customers are responsible for return shipping costs, whether within or outside the UAE.

Within the UAE

We will arrange collection through our delivery provider within two working days of your notification. We will confirm the collection charge with you before arranging collection, and this amount will be deducted from your refund.

Outside the UAE

You are responsible for arranging and paying for return shipping directly with your chosen shipping provider. You are also responsible for the risk of loss or damage during return shipment. We recommend using an insured and trackable shipping service.

You must dispatch the goods within two working days of notifying us of your return request and provide a shipping receipt or tracking number confirming dispatch within the same period, as outlined under Return Requests and Deadlines.

We are unable to issue a refund without actual receipt of the goods or proof of received return delivery. We may waive return shipping or collection charges at our discretion as a goodwill gesture. A waiver on one occasion does not guarantee that charges will be waived for future returns.

Exchanges

You may request an exchange for the same product or a different product, subject to availability and the return deadlines, condition requirements, testing allowance and exclusions set out in this policy.

Once we receive and inspect the returned goods, we will confirm the amount available towards your exchange, based on the price originally paid and any applicable deductions.

If the replacement product costs more than the available amount, you will need to pay the difference. If it costs less, the remaining balance will be retained as credit towards a future purchase and will not be refunded.

Please contact us before returning any goods so we can confirm eligibility and arrange the exchange. Return shipping costs apply as outlined under Returning Goods.

Gifts

If you received an item as a gift, you may request to return it for credit towards an exchange. Refunds will not be issued to gift recipients.

Gift returns are subject to the same notification and return deadlines, product condition requirements, agarwood testing allowance, applicable deductions and product exclusions set out in this policy. Oud oils, sale items and products, boxes or packaging made specifically to the purchaser’s requirements or personalised at their request remain excluded.

Once we receive and inspect the returned item, we will confirm the eligible credit amount, based on the price originally paid and any applicable deductions. Please contact us with the order details before returning the gift so we can arrange the exchange.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us:

• By email: info@oudbineid.ae