At Luban Aura, we take pride in the quality of our premium Omani frankincense products. Given the nature of our items (food-grade tea and personal care essential oils), our refund and returns policy is designed to ensure customer safety and product integrity.
1. Return Window
Our policy lasts 15 days. If 15 days have gone by since your purchase, unfortunately, we cannot offer you a refund or exchange.
2. Eligibility for Returns
To be eligible for a return, your item must be unused, unopened, and in the same condition that you received it. It must also be in the original, sealed packaging.
Important Note on Perishable & Health Goods:
- Frankincense Tea: As a food item, tea is considered a perishable good. We cannot accept returns of tea if the seal is broken or the packaging has been opened.
- Essential Oils: For hygiene and safety reasons, essential oils cannot be returned once the security seal is tampered with or opened.
3. Non-Returnable Items
The following items cannot be returned:
- Opened or used tea pouches/tins.
- Opened or used essential oil bottles.
- Sale items (Only regular-priced items may be refunded).
4. The Refund Process
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (Stripe, PayPal, or Credit Card) within a certain number of business days. Please note that it may take some time for your bank or credit card company to process and post the refund officially.
5. Damaged or Defective Items (Exchanges)
We only replace items if they are defective or damaged during transit. Since our products are shipped internationally, if you receive a damaged bottle or a torn tea pouch, please contact us immediately at Sales@lubanaura.com with photographic evidence, and we will arrange a replacement for you.
6. Shipping Returns
To return your product, please contact our support team first.
- You will be responsible for paying for your own shipping costs for returning your item.
- Shipping costs are non-refundable. If you receive a refund, the cost of the original shipping will be deducted from your refund.
- For international returns, we strongly recommend using a trackable shipping service (like DHL or FedEx) or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
7. Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company or bank, as there is often some processing time before a refund is officially posted. If you’ve done all of this and you still have not received your refund, please contact us at Sales@lubanaura.com.
8. Need Help?
For any questions related to refunds and returns, please contact us at:
- Email: Sales@lubanaura.com
- Business Address: Natural Frankincense Products, Salalah, New Industrial Area, Sultanate Of Oman.