Returns, Refunds & Cancellations

Last updated: 18 August 2026

We want our returns, refunds and cancellation process to be clear and straightforward.

Nothing in this policy removes, restricts or limits your statutory consumer rights under applicable UK law.

Cancelling Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at:

Customerservice@theoudartisan.uk

Please include your full name and order number.

We will try to stop the order before dispatch where possible. If your order has already been dispatched, you may still be able to exercise any applicable statutory cancellation and return rights described below.

Change-of-Mind Returns

THE OUD ARTISAN LTD does not offer additional discretionary change-of-mind returns beyond the cancellation and return rights required by applicable consumer law.

For most qualifying goods purchased online, consumers have a statutory right to cancel without giving a reason within 14 days after receiving the goods.

Once you have notified us that you wish to cancel a qualifying purchase, you normally have a further 14 days to return the goods.

To notify us that you wish to cancel, email:

Customerservice@theoudartisan.uk

Please include:

• your full name

• your order number

• the product or products you wish to return

• a clear statement that you wish to cancel your purchase

You may also use the Model Cancellation Form at the bottom of this page.

Condition of Returned Products

You may inspect goods only to the extent reasonably necessary to establish their nature, characteristics and functioning, similar to how you might examine them in a shop.

Please take reasonable care of products while they are in your possession.

Where handling goes beyond what is reasonably necessary and causes a reduction in value, we may make an appropriate deduction from the refund where permitted by law.

How to Return an Item

Please contact us before sending a return so that we can confirm the appropriate return process.

Email: Customerservice@theoudartisan.uk

Return Address:

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

Please package returned products securely to reduce the risk of damage in transit.

We recommend retaining proof of postage or other evidence showing that your return has been sent.

Return Postage

Change-of-Mind Returns

For qualifying change-of-mind returns, the customer is responsible for the direct cost of returning the goods, where permitted by law and unless we have agreed otherwise.

Original delivery charges are handled as explained under Original Delivery Charges below.

Faulty, Damaged, Incorrect or Misdescribed Goods

If an item is faulty, damaged, incorrect or materially not as described, please contact us before returning it.

We will deal with the return and reasonable return arrangements in accordance with your statutory consumer rights.

Refund Timing

Where a statutory cancellation right applies, refunds will be processed without undue delay and within the applicable legal period.

For goods being returned following cancellation, we will normally issue the refund within 14 days of receiving the goods back or, where applicable, receiving evidence that you have sent them back, if earlier.

Refunds will normally be made using the same payment method used for the original transaction, unless another lawful arrangement has been agreed.

The time taken for a processed refund to appear in your account may depend on your payment provider.

Original Delivery Charges

Where your statutory cancellation right applies and you paid for delivery, we will refund the cost equivalent to our standard delivery service.

If you selected a more expensive delivery option, such as Express Delivery, we are not required to refund the additional amount above the cost of standard delivery.

Exceptions to Change-of-Mind Cancellation Rights

Certain goods may be excluded from statutory change-of-mind cancellation rights where a specific legal exception applies.

Examples may include:

• personalised or custom-made goods

• certain perishable goods

• certain sealed goods that are not suitable for return for health or hygiene reasons once unsealed

• other goods or circumstances covered by a statutory exception

We will only rely on an exception where it lawfully applies to the particular product and circumstances.

A product being described by The Oud Artisan as non-returnable does not remove any statutory right that applies to the customer.

Rights relating to faulty, damaged, incorrect or misdescribed goods are separate from change-of-mind cancellation rights and remain unaffected.

Faulty, Damaged or Misdescribed Goods

Goods supplied by The Oud Artisan must meet applicable statutory requirements, including being:

• of satisfactory quality

• fit for purpose where applicable

• as described

If you believe a product is faulty, damaged, incorrect or materially different from its description, contact:

Customerservice@theoudartisan.uk

Please provide:

• your order number

• a description of the problem

• photographs where useful

The statutory short-term right to reject faulty goods generally applies for 30 days, subject to the applicable rules and circumstances.

Other statutory remedies, including repair, replacement, price reduction or refund, may apply depending on the circumstances and when the problem is identified.

Normal variation in natural products such as oud chips, agarwood, frankincense, myrrh and other natural materials does not automatically mean that a product is faulty.

Please also see our Authenticity & Natural Variation guidance.

Elite Lighter Returns

Elite Lighters purchased online are supplied new and unfilled.

If an Elite Lighter has been filled with fuel or used, contact us before attempting to return it.

Do not send a filled or used lighter through the post without first confirming the appropriate return arrangements with us. Carrier restrictions may apply to items containing or suspected of containing flammable liquid or gas.

For instructions, contact:

Customerservice@theoudartisan.uk

Incorrect Products

If you receive a product that you did not order, please contact:

Customerservice@theoudartisan.uk

Please include your order number and details of the product received.

Do not send the incorrect product back until we have confirmed the appropriate return arrangements.

Damaged Deliveries

If an order arrives damaged, please contact us as soon as reasonably possible.

Where useful, please provide:

• your order number

• photographs of the outer packaging

• photographs of the damaged product

• a short description of the problem

Please retain the packaging where reasonably possible while we investigate.

Model Cancellation Form

You may use the following form to notify us that you wish to cancel a qualifying contract.

You do not have to use this form if you have already clearly notified us of your decision to cancel by 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 this form is sent on paper):

Contact Us

If you have any questions about a cancellation, return or refund, contact:

THE OUD ARTISAN LTD
Address: 122 Palmerston Road, London, E17 6PZ
Email: Customerservice@theoudartisan.uk
Telephone: +44 7824 358290
Customer Service Hours: 9:00 AM–6:00 PM
Typical Response Time: Within 1 business day