Return Policy

At Masantara Oud Indonesia, we work hard to ensure your complete satisfaction with your purchase. If you’re not satisfied with your order, we offer a return policy to make your shopping experience as smooth as possible.

Eligibility for Returns

To qualify for a return, please ensure you meet the following conditions:

1. Return Window: Items must be returned within [number of days] days from the date of delivery. After this period, we may not be able to process your return.

2. Condition of Items: Products must be unused, in their original packaging, and in the same condition as when you received them. Items that show signs of wear or have been altered will not be accepted for return.

3. Proof of Purchase: A valid receipt or proof of purchase is required for all returns. This includes order confirmation emails or packing slips.

4. Non-Returnable Items: Certain items are non-returnable, including but not limited to customized agarwood products, perishable items like oud oil, opened bottles, bulk orders, used bakhoor, damaged gift sets, fragrances, and items listed as final sale. For more information, please refer to the product description or contact our customer service team.

How to Initiate a Return

To initiate a return, please follow these steps:

1. Contact Us: Reach out to our customer service team at hello@masantaraoud.com to request a return authorization. Provide your order number and reason for the return.

2. Receive Return Instructions: Once your return request is approved, we will provide you with instructions on how to return the item. This may include a return shipping label or details on where to send the package.

3. Prepare the Package: Pack the item securely in its original packaging, including any accessories, manuals, and documentation. Attach the return shipping label (if provided) and ship the package to the address specified.

Refunds and Exchanges

1. Refunds: Upon receiving and inspecting the returned item, we will process your refund within 6 days. We will issue refunds to your original payment method. Please note that while shipping charges are non-refundable, you are responsible for return shipping costs unless the return is due to our error. Additionally, we strive to make the process as smooth as possible for you.

2. Exchanges: If you wish to exchange an item, please follow the return process and place a new order for the replacement item. We cannot guarantee that the item will be available at the time of your return.

Damaged or Defective Items

Shipping Costs

Original shipping costs are non-refundable. Return shipping costs are the responsibility of the customer; however, in cases where the return is due to our error or a defective product, we will cover the shipping.

Contact Us

If you have any questions or need further assistance regarding our return policy, please contact us at:

Email: marketing@masantaraoud.com
Phone: +6282160529996