Return & Exchange policy

Return & Exchange Policy For Oud Al Madina

Effective Date:01/02/2026

At Oud Al Madina, your satisfaction is our top priority. We sell high-quality perfume oils, oud, and fragrance oils, and we understand that sometimes issues may arise. This Return & Exchange Policy explains how returns, exchanges, and refunds are handled for purchases made through our Website.

1. Returns UAE (Retail Customers)

You may return products within 7 days of delivery if all of the following conditions are met: Oud Al Madina Trading L.L.C

The product is unopened, unused, and in its original sealed packaging
You provide proof of purchase, including the order number/invoice.

Opened or used products cannot be returned due to hygiene and safety reasons. If you want to buy a bulk quantity, please contact us for a sample of fragrance oil
Return Shipping Costs:

Return shipping is the responsibility of the customer, unless the product is defective or the wrong item was delivered.

2. Exchanges UAE (Retail Customers)

If you receive a defective or incorrect item, we’ll be happy to exchange it:

Contact us within 48 hours of delivery with photos and order details.
We will arrange a replacement at no extra cost if the issue is verified.

3. Refunds UAE (Retail Customers)

Once your return is received and inspected:

Eligible refunds are processed within 7–14 working days.
Refunds are issued to the original payment method.
Shipping/delivery fees are non-refundable.

4. Wholesale & International Orders (B2B)

Due to the nature of bulk and international shipments:

Returns and refunds are not accepted once the order has shipped.
Exceptions may be made for defective goods or incorrect items, subject to approval and mutual agreement with our team.

5. Non-Returnable Items

The following items cannot be returned or exchanged

Opened or used products.
Items damaged due to customer mishandling.
Customized orders (for wholesale clients)

6. How to Initiate a Return or Exchange

To start a return/exchange, contact our Customer Service with the following:
Email: info@oudalmadina.com
Deira, Dubai, United Arab Emirates

Please provide:

Your order number/invoice.
Photos of the product (if reporting damage or incorrect items)

7. Additional Conditions

All return/exchange requests are subject to inspection and approval.
Products must be returned in their original condition and packaging.