Refund policy

We want you to love every scent and piece you bring home from UDUG. While we do our best to make sure your order is perfect, here’s what you need to know if you ever need to return something.

Perfume Oils & Perfumes

For hygiene and safety reasons, all perfume oils and perfumes are final sale. Once they leave our hands, they cannot be returned or exchanged.

Eligible Returns

You have 30 days from the day your order arrives to request a return on eligible items. To qualify, items must be:

Unused and in their original packaging

Free of damage or signs of wear

Accompanied by your receipt or order number

    Eligible products include:

Burners: must be unused, undamaged, and include all parts and packaging

Accessories (such as bottles, incense holders, etc.): must be unused and in original condition

How to Start a Return

Simply email us at info@udughome.com to request approval. We’ll share instructions on how and where to send your package.

Customers are responsible for the cost of return shipping

We recommend using a trackable shipping service, as UDUG cannot be held responsible for items lost in transit

Damages & Issues

Please check your order as soon as it arrives. If anything is damaged, defective, or not what you ordered, contact us right away so we can make it right.

Non-Returnable Items

Perfume oils & perfumes (final sale)

Opened sprays, diffusers, or bakhoor

Custom or event orders (such as UDUG perfume bar favors)

Gift cards and sale items

Burners or accessories that show signs of use

Exchanges

The fastest way to swap something is to return the item (if eligible) and place a new order for what you’d like instead.

Refunds

Once your return is received and inspected, we’ll let you know if it’s approved. Approved refunds are processed back to your original payment method. Please allow your bank or card provider a little time to post the refund.

International Orders (Including the U.S.)

For customers outside Canada:

Return shipping is your responsibility

Duties, tariffs, and customs fees (on both the original shipment and the return) are also the customer’s responsibility

These charges are set by your local customs office and are non-refundable. Unfortunately, UDUG cannot cover or control them

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.