Refund policy

We want you to be at peace with what you receive. If a piece doesn't meet your expectations, we accept returns for a full refund within 30 days of delivery.

Return window

30 days from the date your parcel arrives.

Email us at admin@thewhisperofwood.com to start a return. Include your order number and a brief reason — we want to learn what didn't work, but no detailed justification is required.

Condition for return

Items must be returned in their original condition: unworn, unburned, with all original packaging and tags. Agarwood is a natural material — the cold scent may transfer to packaging on first opening; this does not affect return eligibility, but please reseal immediately if you intend to return.

Items we cannot accept

  • Personal care items that have been opened (soap, toothpaste, hand cream, foot patches)
  • Incense or essential oils that have been burned, opened, or used
  • Items marked "Final Sale" in the product description
  • Gift cards

Return shipping

Buyer is responsible for return shipping cost. We recommend a tracked service — we cannot refund items lost in return transit.

If the return is due to our error (you received the wrong item, or the item arrived damaged), we cover the return shipping in full.

Refunds

Once we receive and inspect the returned item, we process the refund within 5 business days. Refunds go back to the original payment method.

Original shipping fee is non-refundable. Bank processing may add 3–7 days before the refund shows in your account.

Damaged or incorrect items

If your item arrives damaged, or we sent the wrong piece, email us within 48 hours of delivery with photos.

You can choose: full refund (including original shipping), or a replacement at no additional charge. We pay return shipping.

Exchanges

We do not process direct exchanges. Please return the item for a refund, then place a new order. This keeps the process clean and fast.

Return address

We will provide the return address after you contact us — please do not return to the address shown on the original parcel.