Terms of Sale & Website Use
Last updated: October 4, 2026
Who are these terms between?
These terms are an agreement between you, the buyer, and AgarwoodTown, a B2B wholesale supplier of plantation agarwood, oud oil, bakhoor, incense and agarwood bracelets based in Guan Zhu Town, Dian Bai District, Maoming City, Guangdong Province, China. They apply to every quote, sample order and wholesale order we accept, and to your use of agarwoodtown.com. Our refund policy, shipping policy and privacy policy form part of these terms. If a written contract or proforma invoice we both sign says something different, that document wins for that order.
How do quotes and orders work?
A quote is an offer for a named grade, quantity and destination, and it is valid for the period stated on it. Prices on this website are guide ranges, not offers, because agarwood is priced batch by batch. An order is accepted when we send a proforma invoice and you confirm it. We recommend a paid sample before any bulk order; sample orders start from 100 g of chips or 1 g of oil, include CITES paperwork and air freight, and are non-refundable. You can cancel free of charge within 24 hours of order confirmation, before production starts. After that, materials have been weighed and graded to your specification and the order can no longer be cancelled.
What paperwork and import rules apply?
All Aquilaria products are listed in CITES Appendix II, so every shipment leaves China with a CITES export permit and the supporting origin documents. Those permits name the original consignee, which is one reason returns are not possible. Some countries restrict agarwood imports even with CITES papers. Checking that your country allows the import, and paying any duties, taxes or broker fees on arrival, is the buyer's responsibility. We cannot refund a shipment that your customs authority rejects, but we will supply any document we hold that helps clearance.
What happens if goods arrive damaged or wrong?
All sales are final once shipped, and we fix real problems with a replacement or a credit rather than a refund. Transit damage must be photographed and reported within 7 calendar days of delivery. A wrong item, grade or quantity must be reported within 14 calendar days. If you dispute a grade, send 3 to 5 representative pieces back and we compare them side by side with the reference sample we kept from the same batch; a confirmed grading error is credited at the price difference on your next order. The full process is in the refund policy.
Delivery, risk and delays
Lead times and shipping methods are set out in the shipping policy. CITES permit processing adds time that we do not control, and we are not liable for delays caused by permit authorities, customs inspections, carriers or events outside our reasonable control. Tracking details are sent once a shipment is handed to the carrier.
Using this website
Text, photographs and videos on agarwoodtown.com belong to AgarwoodTown unless stated otherwise. You may quote short passages with a link back to the source page; copying whole pages or product photos for another shop needs our written permission. Guides and product descriptions are written for trade buyers and describe traditional uses of agarwood; they are not medical advice. We correct errors when we find them, as described in our editorial policy.
Questions and changes to these terms
Send questions about these terms to info@agarwoodtown.com or through the contact page. If a disagreement cannot be settled by email, it is handled under the law and venue named in your signed contract or proforma invoice. We may update these terms; the date at the top of this page shows the latest version, and the version in force on the day you confirm an order applies to that order.