Refund & Returns Policy

Last updated: May 19, 2026

ℹ️ Esta política de reembolso está disponible actualmente solo en inglés. Una traducción al español está en preparación.

Summary

All sales are final. We do not accept returns or issue refunds.

AgarwoodTown is a B2B wholesale supplier of plantation agarwood, oud oil and bakhoor. Once an order has shipped, the sale is final. We address legitimate problems (transit damage, wrong item, grade mismatch) through replacement or credit on a future order — not refunds.

Why we don't accept returns

Aromatic perishability: Agarwood, oud oil and bakhoor absorb ambient odours and air-quality changes once a sealed package is opened. We cannot resell returned material as graded stock.
CITES chain-of-custody: Aquilaria-based products ship under CITES Appendix II permits naming the original consignee. Re-importing into China requires new permits and is operationally not viable.
Custom B2B orders: Most shipments are wholesale-grade chips, OEM private-label bakhoor or custom-blended oud — none of which we restock.
Sample-first model: We strongly encourage paid sample orders (MOQ 100 g chips / 1 g oil) before any bulk commitment, precisely to eliminate the “wasn't what I expected” case.

What we do cover

1. Damage in transit

If your shipment arrives visibly damaged (crushed carton, broken seal, leaked bottle):

Photograph the package before opening and again after opening, showing all damage.
Note the damage on the carrier's delivery receipt (DHL / FedEx / sea-freight forwarder).
Email us at info@agarwoodtown.com within 7 calendar days of delivery with the photos and your invoice number.

We will replace the damaged units at our cost on your next shipment, or file an insurance claim with the carrier (whichever is faster).

2. Wrong item or wrong grade shipped

If we made a packing mistake — wrong SKU, wrong grade, wrong quantity — we will ship the correct material at our cost on your next regular shipment, or expedite by air if your situation requires it. Contact us within 14 calendar daysof delivery with your invoice number and photos of what arrived.

3. Grade dispute

If you believe the grade does not match the grading certificate that accompanied your shipment, send 3-5 representative pieces back to our Guangdong office (your shipping cost). We will perform a side-by-side comparison with the retained reference sample from the same production batch and either:

Confirm the grade — closing the dispute, or
Acknowledge a grading error — issuing a credit on your next order equal to the delta between paid grade and actual grade.

Sample orders

Sample orders (chips, oil, incense) are paid and non-refundable. Sample fees include full CITES paperwork, DHL air freight and labor for hand-grading. We deliberately price samples at near-cost to make pre-purchase verification accessible. A sample order is the only correct way to evaluate aroma, resin density or oil profile before committing to wholesale volumes.

Order cancellation

Cancellation before production starts is free — email us within 24 hours of order confirmation. After production has started (typically same business day for stock items, within 48 hours for OEM blends), we cannot cancel because materials have already been allocated, weighed and graded against your specification.

Customs rejection or import restriction

Some countries restrict or prohibit import of Aquilaria-based products even with CITES paperwork. Verifying import legality in your country is your responsibility.We provide CITES Appendix II export permits with every shipment, but we cannot guarantee import-side clearance, and we cannot refund shipments rejected by your country's customs authority. See our Shipping & Delivery policy for guidance on country-specific restrictions.

How to reach us

For all damage / wrong-item / grade-dispute claims, contact us with your invoice number, photos and a brief description:

Mon-Sat 9:00-18:00 China Standard Time (UTC+8). We respond to all damage / wrong-item claims within 4 business hours.

Updates to this policy

We may update this policy occasionally. Material changes are dated at the top of this page. Continuing to place orders after a published update constitutes acceptance of the revised policy.