Refund policy

We want you to be completely happy with your Pure Oud order. Here is how returns and refunds work. Nothing in this policy affects your statutory rights.

CHANGED YOUR MIND? 14-DAY RETURNS

You may cancel your order and return any item within 14 days of receiving it, provided it is unused and in its original condition and packaging. To start a return, email info@pureoud.co.uk with your order number. Items must reach us within 14 days of you notifying us. Return postage is your responsibility and we recommend a tracked service, as we cannot refund items lost in return transit.

USED OR OPENED PRODUCTS

Please note that oud oils are personal care products. You are welcome to inspect your item as you would in a shop, but if a returned product shows signs of use - for example, oil has been dispensed or the bottle has been opened and used - we may reduce your refund to reflect the diminished value of the item, as permitted under the UK Consumer Contracts Regulations 2013. In cases of clear and substantial use, this deduction may be up to the full price of the item.

FAULTY, DAMAGED OR INCORRECT ITEMS

If your order arrives damaged, faulty or not as described, contact us within 30 days of delivery and we will replace it or refund you in full, including any delivery charges. Your rights under the Consumer Rights Act 2015 are unaffected by anything in this policy.

INTERNATIONAL ORDERS AND CUSTOMS

If an international parcel is returned to us because import charges were not paid or delivery was refused, we will refund the product cost minus our original shipping cost. Where a parcel is destroyed by customs, we are unfortunately unable to offer a refund. See our Shipping Policy for details.

REFUNDS

Approved refunds are issued to your original payment method within 14 days of us receiving your return (or of you providing proof of postage). Your bank may take a few extra days to show the funds.

Questions? Email info@pureoud.co.uk - we are happy to help.

Last updated: 19 August 2026