Returns & Refunds
At UDSI, we take great pride in the quality of our products and the satisfaction of our customers. Every item is crafted with care, and we hope you enjoy your purchase as much as we enjoyed creating it. However, if for any reason you are not completely satisfied, please review our returns policy below.
Sample Products
Our sample-sized products are final sale and non-refundable. These are thoughtfully offered to allow you to explore a scent or product before committing to a full-size purchase.
Full-Size Products
We accept returns on full-size products within 14 days of delivery, including but not limited to:
- Oud jars (full-size)
- Oud burners
- Accessories and tools
Return Eligibility
To ensure a smooth return process, please note the following conditions:
- Items must be unused, unopened, and in their original, pristine condition.
- Products must arrive undamaged and unaltered.
- All returns are subject to inspection before a refund is issued.
Shipping & Responsibility
- The cost of return shipping is the responsibility of the customer.
- We recommend using a trackable, insured shipping service and keeping proof of postage. UDSI cannot be held responsible for returns lost in transit.
Refunds
Once your return is received and inspected, you will be notified via email regarding the status of your refund.
- If approved, the refund will be processed to your original method of payment within 5–10 business days.
- Refunds are issued for the product cost only and do not include original shipping charges.
Non-Returnable Items
Please note, we are unable to accept returns for:
- Products that have been used, opened, or altered.
- Items returned outside the 14-day window.
- Products not in their original condition or packaging
If you have any questions or would like to initiate a return, please contact us.