Nine Nine Oud Return & Exchange Policy

At Nine Nine Oud, we take pride in the quality of our handcrafted agarwood products. If you experience any issues due to product quality, please review our return and exchange policy below.

1. Eligibility for Return and Exchange

• Quality Issues Only: Returns and exchanges are accepted only if the product has a quality issue.

• Timeframe: You must notify us within 30 days of receiving your order.

• How to Contact: Please contact us through any of the communication channels provided on our website.

2. Return and Exchange Process

• Notification: Upon noticing any quality defect, reach out to us with details of the issue.

• Approval: Our customer service team will assess your request and provide further instructions.

• Shipping: The customer is responsible for all shipping fees related to returning the product.

3. COD Orders and Deposit Refunds

• Prepaid Deposits for COD Orders: For Cash On Delivery orders where a deposit was collected in advance:

  • If the product or its packaging is found damaged at the time of delivery, please contact us immediately via Email or WhatsApp to apply for a refund of the COD deposit.

  • If the product and packaging are intact, and the order is refused at delivery, the COD deposit will not be refunded.

• Note: Our deposits are in place due to the rarity of agarwood raw materials, the limited stock of our purely handmade products, and to ensure that our products reach those who genuinely appreciate and require them.

4. Final Considerations

• Please ensure that all inquiries about returns, exchanges, or deposit issues are made within the specified 30-day period.

• Our policy is designed to support our customers while also protecting the unique nature and craftsmanship of our products.

For further assistance or additional questions, feel free to contact us through our website. Thank you for choosing Nine Nine Oud.