Refund policy

Last updated: June 30, 2026

Thank you for shopping at Sahrawioud. We take great pride in the quality of our natural resins, oud, and consumer goods. Please read our policy carefully to understand your rights regarding returns and refunds.

1. GENERAL RETURN RULES

In accordance with European Union consumer protection laws, customers have a general right to request a return within 14 days of receiving their order. However, due to the health, hygiene, and perishable nature of our products, specific strict exemptions apply as detailed below.

2. STRICT EXEMPTIONS & NON-RETURNABLE ITEMS

  • Consumed or Opened Products: Any consumable item (including but not limited to Mastic Gum and Frankincense) that has been opened, unsealed, or consumed cannot be returned or refunded under any circumstances. For health and hygiene protection, we only accept returns if the original product packaging is completely intact, unopened, and sealed.

  • Oud Wood: Oud is a precious raw material that is altered upon use. We do not accept returns or refunds for any Oud wood that has been used, burned, or altered from its original condition and weight.

  • Perishable Items & Expiration Dates: If a consumable product is expired or past its best-before date at the time of delivery, we will gladly accept a return or issue a full refund. We do not accept returns for products that expire after being in the customer's possession.

3. EXCEPTIONS AND OUR MISTAKES

We take full responsibility if an error occurs on our part. You are eligible for a full refund or a free replacement if:

  • We shipped the wrong item.

  • The product delivered was already expired or defective upon arrival.

In such cases, please contact us immediately at contact@sahrawioud.com with your order number and photographic proof within 48 hours of delivery. We will cover all return shipping costs if the mistake was ours.

4. CANCELLATION POLICY

Customers can request an order cancellation within 1 hour of purchase. Once the order has been processed and transferred to our shipping carriers, cancellation is no longer possible, and the package must be treated as a standard return.

5. REFUND PROCESS

Once your return is received and inspected by our team in France, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund based on the condition of the seal.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (Visa, Mastercard, or PayPal...) within 5-10 business days.

6. CONTACT US

For any questions regarding your returns or to initiate a claim, please contact our support team:

  • Email: contact@sahrawioud.com

  • Phone: +33 7 69 21 45 20