Effective Date: August 8, 2025
Last Updated: September 1, 2025

Overview

At Oudbotanicals, operated by Ragga Merchants L.L.C-FZ, we are committed to providing exceptional products and customer service. This refund and return policy outlines the circumstances under which we offer refunds and the process for requesting them.

Processing Time: All approved refunds will be processed within 24-48 hours of approval.

How to Request a Refund

Step 1: Contact Us

Email us at support@oudbotanicals.org or use our contact form with:

• Your order number
• Description of the issue
• Photos/videos of damaged items (if applicable)
• Screenshots of any previous correspondence about the issue

Step 2: Provide Required Documentation

Depending on your issue, you may need to provide:

• Photos/videos of damaged, incorrect, or missing items
• Proof of delivery or tracking information
• Screenshots of disputes or complaints from payment processors

Step 3: Refund Processing

• Refunds are processed to your original payment method (Paymob, PayTabs, and Tabby)
• Processing time: 24-48 hours after approval
• Bank processing may take 3-10 business days depending on your financial institution

Eligible Refund Cases

1. Damaged Products

• Coverage: Full refund or replacement for products damaged during shipping
• Requirements: Photo/video evidence of damage
• No return required: Keep the damaged item

2. Incorrect or Missing Products

• Wrong item sent: Full refund or replacement
• Wrong color, size, or variant: Full refund or replacement
• Missing components: Full refund or replacement
• Requirements: Photo evidence and order comparison
• No return required: Keep the incorrect item

3. Products Out of Stock

• Coverage: Full refund when ordered items become unavailable
• Process: We'll notify you immediately and process refund or offer suitable replacement

4. Unshippable Products

• Coverage: Full refund for items that cannot be shipped to your location due to restrictions
• Process: Immediate notification and refund processing

5. Significantly Delayed Orders

Refunds available for excessive shipping delays:

Standard Locations (USA, Europe, Canada, Australia, New Zealand):

• Normal periods: Orders not delivered within 30 days of shipment
• Peak seasons: Orders not delivered within 40 days during holidays (Black Friday, Christmas, etc.)

Extended Locations (South America, Middle East, India, Africa):

• Orders not delivered within 60 days of shipment

Note: Delays due to incorrect addresses, unclaimed packages, or inability to contact customers are not eligible for refunds.

6. Order Cancellations

• Within 3 hours of checkout: Full refund available - email support@oudbotanicals.org
• After 3 hours: Cancellation subject to processing status

Limitations:

• Custom/personalized orders cannot be canceled after production begins
• Special orders may have a 48-hour cancellation window

7. Lost Packages

• Coverage: Full refund or replacement for packages confirmed lost during transit
• Requirements: Tracking confirmation of loss from carrier

Country-Specific Policies

Restricted Countries Policy

Important: For customers in the following countries, NO RETURNS OR REFUNDS are available once an order is placed. Only cancellation within 3 hours of checkout is permitted.

Restricted Countries: Haiti; Kyrgyzstan; Madagascar; Mauritius; Bangladesh; Nepal; Nicaragua; Swaziland; Jamaica; Zambia; Ecuador; Peru; Bolivia; Chile; Argentina; Uruguay; Egypt; Sudan; Libya; Algeria; Angola; Bahamas; Benin; Belize City; Burundi; Dominican Republic; Gambia; Grenada; Cuba; Palestine; Paraguay; Guatemala; Reunion; The Commonwealth of Puerto Rico; Hawaii; Alaska; Guadeloupe; Martinique; and French Guiana.

• No exceptions for damaged, incorrect, or delayed orders
• Contact: support@oudbotanicals.org for cancellation requests only

Refund Limitations

Non-Refundable Situations

• Delivered Orders: No refunds when tracking shows successful delivery to your address
• Unclaimed Packages: Packages not collected from local facilities
• Address Issues: Problems caused by incorrect or insufficient shipping addresses
• Refused Packages: Packages refused by recipient
• Customs Issues: Delays or returns due to customs clearance
• Force Majeure: Issues caused by natural disasters, pandemics, political situations, or other uncontrollable events
• 
  

Customer Preference Issues

• Personal dislike of product
• Change of mind after purchase
• Scent preferences for fragrance products
• Minor variations in natural product characteristics

Time Limitations

• Dispute Window: 30 days from delivery date to report issues
• Warranty Period: 30 days from receipt for product defects
• Return Window: 10 days from receipt if physical return is required (rare)

Return Process (When Required)

Return Policy: 10 days from receipt.

Physical returns are rarely required, but when necessary:

• Timeline: Must be initiated within 10 days of delivery
• Condition: Items must be unused and in original condition
• Shipping: Customer responsible for return shipping costs
• Destination: Returns must be sent to EPROLO warehouse
• Tracking: Provide tracking number for returned items

Note: Returns are not available for restricted countries listed above.

Special Considerations

Shipping Restrictions

Some locations may have limited refund options due to shipping restrictions. We'll inform you of any limitations before purchase.

Peak Seasons

During high-volume periods (holidays, sales events), processing times may be extended. We'll notify customers of any delays.

Product-Specific Policies

• Oud and fragrance products: Subject to customs regulations in some countries
• Custom blends: May have different cancellation timelines
• Limited editions: May have modified return policies

Contact Information

For refund requests or questions about this policy:

• Email: support@oudbotanicals.org
• Business Name: Ragga Merchants L.L.C-FZ
• Response Time: Within 24 hours
  

Policy Updates

This refund and return policy may be updated periodically. Changes will be posted on this page with an updated "Last Updated" date. Continued use of our website constitutes acceptance of any changes.

This policy is designed to ensure fair treatment for all customers while maintaining sustainable business operations. We reserve the right to make final decisions on refund requests based on individual circumstances and this policy.