Refund policy

Last Updated: April 26, 2026

Our Commitment to Integrity

At MYSOUL WOODS, agarwood is treated as a non-renewable natural treasure.
Each piece is preserved in its original state from the moment it leaves our laboratory.

These policies are designed not only to protect our inventory,
but to preserve the integrity of natural agarwood for all collectors.

1. Inspection & Reporting Windows

To ensure the integrity of our agarwood collection, we enforce two distinct inspection windows based on the nature of the issue:

48-Hour Critical Window (Physical Condition) : Any issues regarding transit damage, breakage, or missing items must be reported within 48 hours of confirmed delivery. After this window, the physical condition and quantity of the item are deemed accepted.
14-Day Professional Window (Authenticity & Accuracy) : For concerns regarding material authenticity or order accuracy, we provide a 14-day inspection window. Return requests for these specific reasons must be submitted within this period.

Standard Timelines:

Once a return is approved, the item must be shipped back within 7 days with valid international tracking.
After the respective windows (48 hours or 14 days) have passed, all sales are considered final and irrevocable.

2. Eligibility for Returns & Reporting Windows

Returns are accepted only under the following verified conditions, subject to their respective reporting deadlines:

- Category A: Transit Damage & Missing Items
  - Reporting Window: Within 48 hours of confirmed delivery.
  - Covers: Significant damage during international shipping or parcel discrepancies (missing items).
  - After this 48-hour window, the physical condition and quantity of the item are deemed accepted by the buyer.
- Category B: Order Error & Material Misrepresentation
  - Reporting Window: Within 14 days of confirmed delivery.
  - Covers: Receiving the wrong item or fundamental differences from the description (excluding natural variations).
  - Professional verification is required for all authenticity-related claims.

3. Preservation & Material Integrity Standard

To qualify for a return, the item must remain in its original condition:

No burning, heating, or scent-testing of the primary piece
No cutting, scraping, or structural alteration
No exposure to external substances or environments

Weight Verification:
All items are recorded prior to shipment.
A minor variance of ±0.02g due to environmental conditions is considered normal.

Items that do not meet these standards will not be eligible for a refund
and will be returned at the buyer’s expense.

4. Sealed Products & Trial Sample Policy

Seal Integrity Rule
Products with factory seals (including oils or powders) are not eligible for return once opened

5. Evidence & Verification Process

To ensure fairness and prevent substitution:

Unboxing Video (Recommended)
A continuous unboxing video is strongly recommended as supporting evidence
Laboratory Verification
All returns undergo professional inspection, including resin pattern comparison with pre-dispatch archives

6. Natural Scent Variation

Agarwood is an organic material.
Its scent profile may evolve depending on environment and storage conditions.

Returns based on personal scent preference are not accepted.

7. International Shipping & Customs (DDU Terms)

All orders are shipped under Delivered Duty Unpaid (DDU) terms.

Customers are responsible for understanding and complying with their local import regulations.

The buyer acts as the Importer of Record
Import duties, VAT, and related charges are the responsibility of the customer

We provide standard export documentation to assist with clearance.

If a shipment is held due to unpaid import duties or taxes, we will assist by providing the required documentation.
Failure to complete customs clearance may result in the shipment being returned, abandoned, or destroyed.
In such cases, the order will not be eligible for a refund.