Returns & Cancellation Policy
Introduction
At Oud Master, every instrument is crafted with precision, care, and dedication. Due to the handcrafted nature of our products, return and cancellation conditions are structured to protect both the customer experience and the integrity of the production process.
By placing an order through our website, the customer agrees to the conditions outlined below.
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Order Cancellation
Orders may only be canceled before production or shipment has officially begun.
Once production starts, especially for handcrafted or custom-made instruments, cancellation requests may no longer be accepted.
To request a cancellation, customers should contact Oud Master as soon as possible through the official communication channels provided on the website.
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Custom & Personalized Orders
The majority of Oud Master instruments are handmade and may include custom specifications requested by the customer.
Therefore:
- Custom-made instruments
- Personalized products
- Special production requests
are generally non-refundable and non-cancelable once production has started.
This policy exists because handcrafted instruments are individually produced and often cannot be resold in the same condition or specification.
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Return Eligibility
Returns may only be considered under limited circumstances, including:
- Significant shipping damage
- Incorrect product delivery
- Major manufacturing defects
Requests must be submitted within a reasonable time after delivery, supported by clear photographs and documentation.
Returned products must remain in their original condition and packaging.
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Shipping Damage
Customers are responsible for inspecting the package upon delivery.
If visible damage is detected:
- The package should be documented immediately
- The shipping carrier should be notified
- Damage reports should be requested before accepting the shipment whenever possible
Failure to report shipping damage at the time of delivery may affect the evaluation process.
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Return Process
Approved returns must be shipped securely using appropriate protective packaging.
Unless otherwise agreed:
- Return shipping costs are the responsibility of the customer
- Original shipping costs are generally non-refundable
- Customs or import fees are not refundable
Oud Master reserves the right to inspect returned items before approving any refund or exchange request.
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Refunds
If a refund is approved, the payment will be processed through the original payment method whenever possible.
Refund processing times may vary depending on:
- Payment providers
- Banking procedures
- International transaction systems
Partial refunds may apply in situations involving product usage, damage, or incomplete returns.
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Non-Returnable Situations
Returns and refunds may not be accepted for:
- Used instruments
- Damaged products caused after delivery
- Products modified by the customer
- Personalized or custom-made instruments
- Minor visual differences resulting from natural wood textures or handcrafted production
These characteristics are considered part of the authentic handcrafted nature of the instrument.
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International Orders
International customers are responsible for any:
- Customs duties
- Import taxes
- Local fees or regulations
related to returned shipments.
Oud Master is not responsible for delays or complications caused by customs procedures in the destination country.
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Policy Updates
Oud Master reserves the right to modify or update this Returns & Cancellation Policy at any time without prior notice.
Updated versions become effective immediately upon publication on the website.
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Contact
For questions regarding cancellations, returns, or refund requests, customers may contact Oud Master through the official communication channels available on the website.