This page is a draft prepared for ARBOR’s review. Items marked “To be confirmed” must be completed and the page approved by the business before the website is launched.

We want you to be delighted with your ARBOR purchase. This policy explains how returns, exchanges and refunds work for orders placed on arboroud.com, operated by Arbor oud trading (اربور لتجارة العود), a sole establishment licensed by the Department of Economy and Tourism in Dubai, United Arab Emirates (Licence No. 1644540). Nothing in this policy limits any rights you have under the applicable laws of the United Arab Emirates, including the UAE consumer protection law.

1. Damaged, defective or incorrect products

If your order arrives damaged, defective, or is not the product you ordered, please contact us within [To be confirmed by ARBOR: number of days] of delivery with your order number and photographs of the product and packaging. After confirming the issue, we will offer a replacement or a full refund, including any delivery charge you paid, and we will arrange collection at no cost to you where required.

2. Change-of-mind returns

Because oud, incense, dukhoon and fragrance products are personal-care and consumable items, we can only accept change-of-mind returns for products that are unused, unopened and in their original sealed packaging, returned within [To be confirmed by ARBOR: return period] of delivery. [To be confirmed by ARBOR: whether change-of-mind returns are offered, and on what terms]

For hygiene and quality reasons, products that have been opened, used, burned or whose seal has been broken cannot be returned for change of mind, unless they are damaged, defective or not as described.

3. How to request a return

  1. Contact us by email or WhatsApp with your order number, the product(s) concerned and the reason for the return.
  2. We will confirm whether the return is accepted and explain the next steps, including collection or drop-off arrangements.
  3. Please pack the product securely in its original packaging.

4. Return shipping charges

Return delivery is free of charge where the product is damaged, defective or incorrect. For accepted change-of-mind returns, [To be confirmed by ARBOR: who pays return delivery and the amount].

5. Inspection of returned items

Returned items are inspected on arrival to confirm their condition. We will let you know once the inspection is complete.

6. Refunds

Approved refunds are issued to the original payment method used for the order. Once processed on our side, the time taken for the refund to appear depends on your bank or payment provider. [To be confirmed by ARBOR: refund processing time]

7. Customer support