Refund policy
Our Approach
We want you to be genuinely happy with your oud. Because we sell natural, consumable products — oils, chips, and bakhoor — and individually graded collector specimens, our policy is built around what's actually fair to inspect versus what can't be resold once opened.
Our Authenticity Guarantee
Every product we sell is exactly what we say it is. Sinking and King Grade pieces are individually water-tested before listing, our specimen-grade wood is burn-tested with video proof rather than just described, and our grading terms (AB, Super, Sinking, King Grade, Grade A, Grade AAA) reflect real, verified resin density and sourcing — not marketing language.
If you ever believe an item isn't authentic, or doesn't match its listed grade, origin, or description, that's not a normal return, that's on us. Contact us at support@noblearoma.com with your order number and we'll make it right with a full refund or replacement, no questions asked, no matter how much of the product has been opened or used, and regardless of the final sale terms below. This guarantee never expires and isn't limited by the return windows in this policy.
We built this business on being straight with customers about what's actually in the bottle or the bag. This guarantee is us putting that in writing.
Returns
You have 14 days from the date your order is delivered to request a return. You must have your order number or proof of purchase. To start a return, email us at support@noblearoma.com with your order number and the reason for the return. We'll respond with instructions within 1–2 business days.
What you get back depends on the product and its condition:
Oud chips and bakhoor — eligible for a full refund within the return window, whether the packaging has been opened or not.
Oud oils, attars, and perfume oils:
- Unopened, unused, sealed bottle — full refund.
- Opened or used bottle — eligible for a 50% refund of the item's price. Once a bottle is opened it can't be resold as new, so the partial refund reflects that, while still giving you a real option if the oil isn't for you.
King Grade and other individually graded/collector specimens (e.g., King Grade Papua Agarwood) — eligible for a refund within the return window, subject to a 20% restocking fee, since each piece is graded, weighed, and sold as a unique, one-of-a-kind item that requires individual re-inspection and re-listing.
Sale or clearance items — final sale if marked as such at checkout.
To be clear: all of the above covers ordinary change-of-mind returns. If any item arrives damaged, incorrect, or turns out not to match what we told you about it, our Damaged/Defective process below and our Authenticity Guarantee above both still apply in full — you get a complete refund or replacement regardless of what's opened, used, or graded as final sale. If you're ever unsure whether something qualifies, email us before ordering and we'll tell you plainly.
Damaged, Defective, or Incorrect Items
This is different from a standard return, and we'll always make it right. If your order arrives damaged, defective, or isn't what you ordered:
- Email support@noblearoma.com within 7 days of delivery with your order number and photos of the item (and packaging, if damaged in transit).
- We'll arrange a replacement or full refund, including shipping costs, at no charge to you.
Refunds
Once we receive and inspect your returned item, we'll notify you by email whether it's approved. If approved, your refund will be processed to your original payment method within 5–10 business days. Please note your bank or card provider may take additional time to post the refund.
Shipping costs are non-refundable unless the return is due to our error (damaged, defective, or incorrect item).
Exchanges
We don't offer direct exchanges. If you'd like a different product, please return the eligible item for a refund and place a new order.
Order Cancellations
If you need to cancel or change an order, email us as soon as possible. We can only cancel or modify orders that haven't yet shipped — once an order ships, our standard return process above applies.
Questions
We're a small shop, and we'd rather talk something through than lose a customer over a misunderstanding. Email us anytime at support@noblearoma.com.