Return and Exchange Policy

Return and Exchange Policy – Bin Lbkhan Oud


Can I exchange or replace my product?Yes, you may exchange or replace your item within 14 days from the date of receiving your order, provided the product is in the same original condition without any damage or alteration.


Can I return my product?

Yes, you may return unopened, unused, and sealed products — whether defective or non-defective — within 14 days from the date of delivery, under the following conditions:

  • If incorrect delivery/contact information was entered by the customer, the store is not responsible for any resulting issues such as product damage, loss, or inability to retrieve the order.
  • Returned items must be unused, in perfect condition, and with their original packaging.
  • We cannot accept returns for used, altered, damaged, or tampered products.


Special conditions for Oud Wood & Oud Oil:

  • Oud Wood:

The customer is allowed a 2-gram free trial upon receiving the order.

If more than the trial amount is used, the full cost of the shortage will be deducted, provided the wood is not damaged or tampered with.

Returns are not accepted if usage exceeds 10 grams.

  • Oud Oil (Dahn Al Oud):

The trial is limited to a single drop on a tissue or cloth.

Returns are not accepted if the oil (the applicator “mil”) has touched the skin.

  • If the order includes free gifts, then the gifts must be returned along with the product.


What should I do if I received the wrong item or a defective product?

We sincerely apologize if this happens.

Please contact us through our support page and provide:

  • Your order number
  • Clear photos or video documenting the damage or defect

To be eligible for replacement:

  • The product must be in the same condition as received.
  • A clear photo of the defect must be provided.
  • We will ship the replacement to you free of charge.


Are there extra fees for exchanging my order?

  • If the exchange is due to a manufacturing defect within 7 days of receiving the order:

We cover all costs — no fees for the customer.

  • If the exchange is requested for any other reason:

Shipping fees will be charged based on product weight and the selected shipping company.


Are there extra fees for returning my order?

  • If the return is due to a defective item within 3 days of receiving the order:

We cover the shipping and no fees will be charged.

  • For returns due to any other reason:

The customer bears the shipping cost according to the product weight and courier rates.


Refunds (If applicable)

Once your return is received and approved, the refund will be processed and credited automatically to your original method of payment within 7–14 business days, depending on your bank’s processing time.

Rest assured — your money is safe.


Late or Missing Refunds (If applicable)

If you haven’t received your refund yet:

  1. Check your bank account again.
  2. Contact your credit card company — it may take additional time before your refund appears.
  3. If you have completed all steps and still haven’t received your refund, please contact us via the support page.