Refund & Returns Policy
Direct answer: Contact Oudgo within 7 calendar days after delivery to request a return or exchange. Approved eligible returns are free and use the prepaid return label sent by Oudgo for the customer to download and print. Products must be unused, unaltered and in their original packaging unless they arrived damaged or defective.
1. Seven-day return window
The return-request window begins on the date carrier tracking records the package as delivered. Email admin@oudgo.com within 7 calendar days with your order number, the item you want to return and the reason for the request. This policy applies to eligible orders delivered to the United States and other destinations Oudgo serves.
2. What is eligible?
A product is eligible when the request is made within the return window and the item is unused, unaltered and returned with its original packaging and included accessories. A product that arrives damaged or defective is also eligible; see the evidence steps below.
Items we do not accept
- Items used, burned, applied, worn beyond a basic fit check or otherwise altered.
- Personalized or customized products.
- Clearance or final-sale products identified as such before purchase.
- Requests submitted after the 7-calendar-day window, except where mandatory consumer law provides otherwise.
3. Damaged, defective or incorrect items
Keep the product, parcel and all packaging. Send clear photos or video of the item and packaging, together with the order number, to admin@oudgo.com. After review, Oudgo will provide an appropriate resolution, such as a replacement at no extra cost or a refund to the original payment method.
4. How to return an item
- Email us within 7 calendar days after delivery.
- Wait for approval and the return-by-mail instructions. For an approved eligible return, Oudgo sends a prepaid return label for the customer to download and print.
- Pack the item securely with its original packaging and included accessories.
- Send the parcel only to the return address provided by support. Do not send an unauthorized parcel to the contact address shown in the site footer.
Oudgo does not currently accept in-store returns. The supported return method is return by mail after authorization.
5. Exchanges
State the requested replacement in your first email. Availability is checked when the returned product is approved. If the requested item is unavailable, support will explain the refund or alternative options before processing.
6. Inspection and refunds
After the return is received, Oudgo inspects it. An approved refund is issued to the original payment method and should be received within 5 days after Oudgo receives the returned item. If the refund has not appeared after 5 days, email admin@oudgo.com with your order number so Oudgo can check the payment status.
7. Contact
Email admin@oudgo.com or call +84 915 897 356. Include the order number in every return, exchange or damage request.
Returns FAQ
How many days do I have to request a return?
You have 7 calendar days after carrier-recorded delivery to contact Oudgo and request a return or exchange.
Are approved returns free?
Yes. For an approved eligible return, Oudgo sends a prepaid return label for the customer to download and print. Do not mail a parcel before support supplies the instructions.
How will I receive my refund?
An approved refund is issued to the original payment method and should be received within 5 days after Oudgo receives the returned item. Contact support if it has not appeared after that period.
Can I return opened oil or burned incense?
No. Used, burned, applied or otherwise altered products are not eligible unless the item arrived damaged or defective and Oudgo approves the claim.