Refund policy

Refund & Return Policy

At Duy Hai Agarwood, we stand behind the authenticity and quality of our natural agarwood products.

If you are not satisfied with your purchase, we offer a 15-day return policy from the date your order is delivered.

Return Eligibility

To qualify for a return, items must meet the following conditions:

  • Unused and in original condition

  • No visible damage, wear, or modification

  • Returned with original packaging

Please note that return shipping costs are the responsibility of the customer unless the item is defective or the return is caused by our error.

Damaged or Defective Items

If your order arrives damaged or defective, please contact us within 48 hours after delivery.

Email: duyhaiagarwood@gmail.com

Please provide:

  • Your order number

  • Clear photos showing the issue

Once verified, we will arrange a replacement at no additional cost. In most cases, you will not be required to return the defective item.

Order Cancellation

  • Orders may be canceled before shipment.

  • Once an order has been shipped, cancellation is no longer available.

Refunds

Refunds may be issued under the following circumstances:

  • The item arrives damaged or defective

  • The wrong item was sent

  • The package is lost and not delivered within 30 business days

Once your return has been received and inspected, approved refunds will be processed within 5–10 business days to your original payment method.

Return Address

If a return is approved, please send the item to:

Duy Hai Agarwood
120 Nguyen Van Thoai Street
My An Ward, Ngu Hanh Son District
Da Nang 550000
Vietnam
Phone: (+84) 909 499 251

Please send us the tracking number after shipping your return package.

Warranty

Our warranty covers manufacturing defects and authenticity issues related to the product.

This warranty does not cover:

  • Damage caused by misuse, accidents, or improper storage

  • Natural aging or color changes over time

  • Normal wear and tear

  • Unauthorized modifications or repairs

As natural agarwood is an organic material, each piece may vary slightly in scent, color, oil pattern, and appearance. These natural variations are part of the unique character of genuine agarwood and are not considered defects.