index
✦ Luxury Khaleeji Bukhoor ✦ Handcrafted in Small Batches ✦ Modern Heritage, Refined Ritual ✦ Gift Sets Available on Request ✦ Luxury Khaleeji Bukhoor ✦ Handcrafted in Small Batches ✦ Modern Heritage, Refined Ritual ✦ Gift Sets Available on Request ✦ Luxury Khaleeji Bukhoor ✦ Handcrafted in Small Batches ✦ Modern Heritage, Refined Ritual ✦ Gift Sets Available on Request ✦ Luxury Khaleeji Bukhoor ✦ Handcrafted in Small Batches ✦ Modern Heritage, Refined Ritual ✦ Gift Sets Available on Request ✦ Luxury Khaleeji Bukhoor ✦ Handcrafted in Small Batches ✦ Modern Heritage, Refined Ritual ✦ Gift Sets Available on Request ✦ Luxury Khaleeji Bukhoor ✦ Handcrafted in Small Batches ✦ Modern Heritage, Refined Ritual ✦ Gift Sets Available on Request ✦ Luxury Khaleeji Bukhoor ✦ Handcrafted in Small Batches ✦ Modern Heritage, Refined Ritual ✦ Gift Sets Available on Request ✦ Luxury Khaleeji Bukhoor ✦ Handcrafted in Small Batches ✦ Modern Heritage, Refined Ritual ✦ Gift Sets Available on Request ✦ Luxury Khaleeji Bukhoor ✦ Handcrafted in Small Batches ✦ Modern Heritage, Refined Ritual ✦ Gift Sets Available on Request ✦ Luxury Khaleeji Bukhoor ✦ Handcrafted in Small Batches ✦ Modern Heritage, Refined Ritual ✦ Gift Sets Available on Request

Refund policy

Return & Refund Policy

Our Commitment

At AYN OUD, every product is carefully prepared and quality-checked before dispatch. We want you to shop with confidence, so please take a moment to read our Return & Refund Policy before placing your order.

By completing a purchase on our website, you agree to the terms set out below.

1. Fragrance Products

To maintain the highest standards of hygiene and product integrity, all bakhoor, oud, fragrance oils, incense, and other scented products are final sale.

  • We cannot accept returns or offer refunds on these products once they have been opened, used, or their protective seal has been broken.

  • If your order arrives damaged or you receive the wrong item, please notify us within 48 hours of delivery. We may ask you to provide photographs of the product and packaging so we can investigate the issue.

2. Burners & Accessories

Incense burners and accessories are thoroughly inspected before shipment. If an item arrives with a manufacturing fault or is damaged during transit, please contact us within 48 hours of receiving your order.

Once your claim has been reviewed, we may choose to:

  • Send a replacement

  • Offer an equivalent alternative, or

  • Issue store credit where appropriate

Note: Minor marks, slight variations in handcrafted items, or damage to external packaging that does not affect the product itself will not be considered a fault.

3. Items Not Eligible for Return

Returns, refunds, or exchanges are not available in the following circumstances:

  • Change of mind after purchasing.

  • The fragrance does not match your personal preference.

  • The incorrect item was ordered by the customer.

  • Product descriptions or sizing information were not reviewed before purchase.

  • Items purchased during sales, promotions, or clearance events.

4. Delivery

Once your parcel has been collected by the courier, responsibility for the delivery process rests with the shipping provider.

  • Tracking & Support: Although we are happy to assist with tracking information and liaise with the courier where possible, AYN OUD cannot guarantee delivery times or accept liability for delays, lost parcels, or service disruptions caused by third-party delivery companies.

  • Shipping Address: Please ensure your delivery details are correct when placing your order. Additional shipping charges may apply if a parcel is returned due to an incorrect or incomplete address.

5. International Orders

Customers ordering from outside the United Kingdom are responsible for any customs duties, import taxes, VAT, or handling fees that may be charged by their local customs authorities.

  • These charges are determined by your country and are not included in our product prices or shipping costs.

  • AYN OUD is not responsible for customs processing times, import restrictions, or additional fees imposed after dispatch.

6. Reporting a Problem

Should there be an issue with your order, please email us within 48 hours of delivery and include:

  1. Your Order Number

  2. A brief description of the issue

  3. Clear photographs of the product

  4. Photos of the shipping box or packaging (if the item arrived damaged)

Requests submitted after the 48-hour period may not be eligible for review.

7. Resolution

Where a claim is approved, AYN OUD will determine the most appropriate solution, which may include:

  • A replacement item

  • Store credit

  • A refund where required under applicable consumer law

Contact Us

If you need assistance with your order, please reach out to us:

Agreement

By using the AYN OUD website and placing an order, you acknowledge that you have read and accepted this Return & Refund Policy together with our Terms & Conditions.