Returns, Refunds & Cancellations

Last updated: 17 October 2026

At THE OUD ARTISAN LTD, all sales are final once an order has been dispatched, except where returns, cancellations or refunds are required by applicable consumer law.

We accept order cancellations before dispatch. However, we do not offer discretionary returns, exchanges or refunds for changes of mind, personal fragrance preferences or unwanted purchases.

Nothing in this policy excludes, restricts or affects your statutory consumer rights.

1. Order Cancellations Before Dispatch

Customers may cancel an order at any time before it has been dispatched.

To request a cancellation, please contact:

Customerservice@theoudartisan.uk

Include your full name and order number.

If your cancellation request is received before your order has been dispatched, we will cancel the order and issue a full refund to your original payment method.

Refunds will be processed without undue delay. The time taken for funds to appear in your account may depend on your payment provider.

Once an order has been dispatched, our voluntary pre-dispatch cancellation policy no longer applies. Any subsequent cancellation or return request will be considered in accordance with the statutory rights described below.

2. No Discretionary Returns or Refunds After Dispatch

Once an order has been dispatched, THE OUD ARTISAN LTD does not accept voluntary returns or provide discretionary refunds or exchanges for:

• Changes of mind or unwanted purchases.

• Personal dissatisfaction with a fragrance's scent, character or performance.

• Accidental purchases or incorrect products selected by the customer.

• Changes in personal circumstances or purchasing preferences.

• Natural variations in products that are consistent with their descriptions.

Customers are encouraged to review product descriptions, specifications and other relevant information carefully before placing an order.

This restriction applies only to voluntary returns and refunds. It does not affect statutory cancellation rights or remedies for faulty, damaged, incorrect or misdescribed goods.

3. Statutory Cancellation and Return Rights

United Kingdom

Under applicable UK consumer law, customers purchasing qualifying goods online generally have the right to cancel their purchase without giving a reason within 14 days of receiving the goods.

Where this right applies, customers normally have a further 14 days after notifying us of cancellation to return the goods.

These rights apply independently of our voluntary no-returns policy and may be exercised even after an order has been dispatched.

Certain statutory exceptions may apply, depending on the nature and condition of the goods.

European Union

Customers in the European Union generally have a statutory 14-day right of withdrawal for qualifying online purchases, starting from delivery of the goods or, where applicable, the final item.

Customers may exercise this right within the applicable period, subject to any lawful exceptions.

Other International Orders

For customers outside the United Kingdom and European Union, we do not provide additional discretionary change-of-mind returns or refunds after dispatch.

Any mandatory consumer rights arising under the applicable laws of the customer's jurisdiction will be honoured.

4. Product Condition and Exceptions

For returns permitted under applicable statutory cancellation rights, customers may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning, similar to an examination in a physical shop.

We may make a lawful deduction for diminished value where handling exceeds what is reasonably necessary.

Certain products may be exempt from statutory change-of-mind cancellation rights where a specific legal exception applies. These may include:

• Goods made to the customer's specifications or clearly personalised.

• Certain goods liable to deteriorate or expire rapidly.

• Sealed goods genuinely unsuitable for return for health protection or hygiene reasons once unsealed.

• Other products expressly covered by applicable statutory exceptions.

An exception will only be applied where legally justified. Opening a product's packaging does not automatically remove statutory cancellation rights.

5. How to Exercise a Statutory Cancellation Right

If you wish to exercise a statutory cancellation right, please notify us within the applicable cancellation period.

Email: Customerservice@theoudartisan.uk

Please provide your name, order number, the products concerned and a clear statement that you wish to cancel.

You may also use the Model Cancellation Form provided below or any other cancellation method made available by us in accordance with applicable law.

Where goods must be returned, please send them within the legally applicable return period.

Return Address:

THE OUD ARTISAN LTD
122 Palmerston Road
London
E17 6PZ
United Kingdom

Please package goods securely and retain evidence of postage.

6. Return Postage and Delivery Charges

Where a customer exercises a statutory change-of-mind cancellation right, the customer is responsible for the direct cost of returning the goods, where permitted by law and provided this obligation has been properly disclosed.

Where a statutory refund is due, we will refund the original standard delivery charge where legally required.

Additional charges for premium or express delivery are not ordinarily refundable beyond the cost of standard delivery.

For faulty, damaged, incorrect or misdescribed goods, reasonable return arrangements and associated costs will be handled in accordance with applicable consumer law.

7. Refund Processing

Refunds are issued only where:

• An order is cancelled before dispatch under our voluntary cancellation policy.

• A customer validly exercises an applicable statutory cancellation right.

• A refund is required as a remedy under applicable consumer law.

• We otherwise expressly agree to a refund.

Where a statutory cancellation right applies, refunds will be processed without undue delay and within the legally required timeframe.

For qualifying returns, we will generally issue the refund within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever occurs first.

Refunds will normally be issued to the original payment method unless another lawful arrangement has been agreed.

We do not charge cancellation or refund processing fees where prohibited by law.

8. Faulty, Damaged or Misdescribed Products

All products supplied by THE OUD ARTISAN LTD must meet applicable consumer protection requirements.

If you receive a product that is faulty, damaged, incorrect or materially different from its description, please contact us at:

Customerservice@theoudartisan.uk

Please provide your order number, a description of the issue and photographs where useful.

Under UK consumer law, customers generally have a short-term right to reject faulty goods within 30 days, subject to the relevant legal requirements.

Additional statutory remedies, including repair, replacement, price reduction or refund, may apply depending on the circumstances.

Natural products such as oud oils, agarwood chips, frankincense, myrrh and other aromatic materials may exhibit variations in colour, appearance, texture and aroma.

Such variations do not automatically constitute a defect where they are consistent with the product description and the nature of the goods.

Please refer to our Authenticity & Natural Variation guidance for further information.

9. Elite Lighter Returns

Elite Lighters are supplied new and unfilled.

If an Elite Lighter has been filled with fuel or used, please contact us before arranging any return.

Do not send a filled or used lighter through the postal system without confirming suitable return arrangements, as carrier restrictions may apply to flammable liquids, gases or their residues.

Any statutory cancellation rights or remedies for faulty or misdescribed goods remain unaffected.

10. Incorrect Products and Damaged Deliveries

If you receive an incorrect product or your order arrives damaged, please contact:

Customerservice@theoudartisan.uk

Include your order number, a description of the issue and photographs where useful.

Please retain the original packaging where reasonably possible while the matter is investigated.

We will review the circumstances and provide the remedies required under applicable consumer law.

11. Model Cancellation Form

You may use this form to exercise an applicable statutory cancellation right. You are not required to use this form if you have already provided a clear cancellation statement through another accepted method.

To:

THE OUD ARTISAN LTD
122 Palmerston Road
London
E17 6PZ
United Kingdom

Email: Customerservice@theoudartisan.uk

I hereby give notice that I cancel my contract of sale for the following goods:

Product(s):

Order Number:

Ordered On:

Received On:

Customer Name:

Customer Address:

Date:

Signature (only if submitted on paper):

12. Contact Us

For enquiries concerning order cancellations, returns or refunds:

THE OUD ARTISAN LTD

Address: 122 Palmerston Road, London, E17 6PZ, United Kingdom

Email: Customerservice@theoudartisan.uk

Telephone: +44 7824 358290

Customer Service Hours: 9:00 AM–6:00 PM

Typical Response Time: Within 1 business day

Important Notice

THE OUD ARTISAN LTD operates a no-discretionary-returns and no-discretionary-refunds policy after dispatch.

Orders may be cancelled before dispatch for a full refund. All mandatory statutory cancellation rights and consumer remedies remain unaffected.