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Returns & Refunds

Our voluntary return policy is available to customers in the United States, Canada, the United Kingdom and other destinations we serve. It does not replace or limit mandatory consumer rights in your country, state, province or region.

Ordinary change-of-mind returns

You may request a return within 14 calendar days after receiving your item. Under our voluntary policy, incense must be unopened, unlit and unused. Incense holders must be unused and returned with their original packaging and included accessories. These conditions do not restrict a statutory cancellation right or a claim about faulty, damaged, incorrect or misdescribed goods. Please retain proof of purchase.

Contact support (at) oudhalo.com with your order number for return instructions and the appropriate return address before sending goods back. A reason helps us assist you, but is not required to exercise a statutory cancellation right. Our acknowledgement or approval is not a condition for a valid statutory cancellation notice. Do not send goods to our registered office unless we instruct you to do so.

Return shipping and free-shipping orders

Free shipping on your purchase does not mean free return shipping. For an eligible change-of-mind return, you are responsible for the direct cost of shipping the goods back, unless applicable law requires us to bear that cost. This also applies when an eligible return follows inspection or use and is not a claim about a product fault or our error.

If your order had free outbound shipping, no separate outbound shipping payment exists to refund. We will not retrospectively charge or deduct our original outbound delivery costs from a refund for an order sold with free shipping. Any outbound delivery charge you actually paid will be refunded where required by applicable law.

Returns are sent to China. If you are returning goods from outside China, international return shipping costs apply. Please contact support (at) oudhalo.com for the full return address and instructions before sending goods back. Responsibility for return shipping costs follows the rules above.

Inspection, use and product condition

Where a statutory cancellation right applies, opening packaging for reasonable inspection does not by itself remove that right. If handling goes beyond what is necessary to establish the nature, characteristics and functioning of the goods and causes a loss in value, we may make a deduction reflecting that actual loss only where permitted by law. Burning incense or damaging a holder may cause such a loss; deductions are not automatic penalties. Having used a product does not remove rights relating to a defect discovered through use.

Faulty, damaged or incorrect goods

If goods are faulty, damaged on arrival, sent in error or materially not as described, contact support (at) oudhalo.com with your order details and a description of the issue. We will provide the remedy required by applicable law and arrange or reimburse reasonable necessary return shipping for these issues. These claims are handled separately from ordinary change-of-mind returns and are not restricted by our voluntary 14-day return window.

Statutory cancellation, including eligible UK online purchases

For eligible UK distance purchases, you may notify us that you wish to cancel within 14 days after receiving the goods, without giving a reason. You then have a further 14 days after notifying us to send the goods back. Other mandatory cancellation rights apply where required by local law.

For a valid statutory cancellation of the full order, we refund the price paid and any basic standard outbound delivery charge paid. An additional amount paid for an upgraded delivery service need not be refunded where the law allows. Lawful deductions for actual loss in value may apply as described above.

For statutory cancellations, refunds are due within 14 days after we are informed of the cancellation. Unless we have offered to collect the goods, we may withhold reimbursement until we receive the goods or evidence that they have been sent back, whichever occurs first, where permitted by law.

Refund processing and exchanges

For eligible voluntary returns, we inspect the returned goods and issue the refund within 14 calendar days of receiving them. Refunds are made to the original payment method unless otherwise agreed. Bank or card processing times may vary.

We do not offer direct exchanges for ordinary change-of-mind requests. If you would like a different item, contact us about returning your purchase and placing a new order. This does not limit any replacement or other remedy required for faulty goods.