Refund policy

Return & Refund Policy

At OudLoom, we stand by the authenticity and quality of every fragrance we sell. While we are not affiliated with the original brand owners or manufacturers, we source all products through authorized distributors and legitimate trade channels. We do not sell knock-offs or imitations — all products are guaranteed 100% authentic.

Returns & Exchanges

Our policy lasts 14 days from the date of delivery. If 14 days have gone by, we unfortunately cannot offer a refund or exchange.

To be eligible for a return:

  • The item must be unused, unopened, and in the same condition you received it.

  • It must be in its original packaging with all contents unmodified.

  • A receipt or proof of purchase is required.

We only replace items if they are defective, damaged, or there is a confirmed issue with authenticity. To initiate a return or exchange, please email us at help@oudloom.ca with your order number and issue. We’ll respond with return instructions.

Authenticity Guarantee Exception

If you believe a product is not up to standard or feels inauthentic after opening, we will:

  • Accept the product back for testing and verification

  • Offer a full refund or exchange if your concern is validated

  • Work with our distributor for quality control

However, fraudulent returns will not be tolerated.
We are experienced with these products. If an item returned to us is not one we sold, or appears tampered with, we will not issue a refund and may pursue legal action.

Return Shipping Costs

  • Customers are responsible for all return shipping costs.

  • If you return an item without prepaying the shipping (i.e., the return shipping cost is billed to us), we will deduct that amount from your refund.

  • For returns from the USA, an additional $7 international processing fee will apply for border and brokerage handling.

Cancellations

Orders may be cancelled within 1 hour of purchase. After that, the order may already be processed or shipped.

Processing Time

Once we receive and inspect your return, we’ll notify you by email. If approved, your refund will be processed within 3–5 business days to your original payment method.