Terms of service

Terms of Service

Last updated: July 21, 2026

Overview

These Terms of Service govern your access to and use of this website, including all related information, content, features, tools, products and services (the "Services"), which are operated by PT. Riau Forest Exports ("we," "us," or "our"), based in Pekanbaru, Riau, Indonesia. Our Services are powered by Shopify, which enables us to provide the Services to you.

By accessing or using any part of the Services, you agree to be bound by these Terms of Service, including any additional terms and conditions and policies referenced here or available by hyperlink, including our Privacy Policy. These Terms of Service apply to all users of the Services, including without limitation users who are browsers, vendors, customers, merchants, and contributors of content. If you do not agree to all the terms and conditions of this agreement, you may not access the website or use any Services.

Please read these Terms of Service carefully before accessing or using our Services. We reserve the right to update, change, or replace any part of these Terms of Service by posting updates and changes to this page. It is your responsibility to check this page periodically for changes. Your continued use of or access to the Services following the posting of any changes constitutes acceptance of those changes.

Online Store Terms

By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state, province, or country of residence, or that you are the age of majority and you have given us your consent to allow any of your minor dependents to use this site.

You may not use our products for any illegal or unauthorized purpose, and you may not, in the use of the Services, violate any laws in your jurisdiction (including but not limited to copyright laws, export control laws, and wildlife trade regulations).

You must not transmit any worms, viruses, or any code of a destructive nature.

A breach or violation of any provision of these Terms of Service will result in an immediate termination of your right to use the Services.

General Conditions

We reserve the right to refuse Services to anyone, for any reason, at any time.

You understand that your content (excluding payment information) may be transferred unencrypted and involve transmissions over various networks, and may be adapted to conform and adapt to technical requirements of connecting networks or devices.

You agree not to reproduce, duplicate, copy, sell, resell, or exploit any portion of the Services, use of the Services, or access to the Services without our express written permission.

The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

Accuracy, Completeness and Timeliness of Information

We are not responsible if information made available on this site is not accurate, complete, or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete, or more timely sources of information. Any reliance on the material on this site is at your own risk.

This site may contain certain historical information, including regarding product grades, pricing, and availability. Historical information is provided for your reference only and should not be relied upon as current.

Products or Services

Certain products or Services may be available exclusively online through the website. These products or Services may have limited quantities and are subject to change or discontinuation at our sole discretion.

We have made every effort to display the colors, grain, and appearance of our agarwood (oud) products — including graded agarwood chips, oud oil, and agarwood resin — as accurately as possible. Agarwood is a natural product, and color, density, resin saturation, and appearance will vary piece to piece and shipment to shipment. We cannot guarantee that your device's display of any color, image, or description will be accurate, and such natural variation does not constitute a defect.

Samples are provided to give a representative impression of a grade or product but are not a guarantee that a bulk shipment will be identical in every respect, given the natural variation inherent to agarwood.

We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region, or jurisdiction, including limitations related to export control or wildlife trade regulations. We reserve the right to limit the quantities of any products or Services that we offer. Descriptions of products or product pricing are subject to change at any time without notice, at our sole discretion. We reserve the right to discontinue any product at any time.

We do not warrant that the quality of any products, Services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Services will be corrected.

Orders, Pricing, and Payment

Minimum order quantities, lead times, and pricing for each grade or product are as stated on the relevant product page at the time of your inquiry or order, and are subject to change without notice. Placing an inquiry through this site does not guarantee product availability; availability is confirmed once we respond to your inquiry directly.

Prices for our products are subject to change without notice. We reserve the right at any time to modify or discontinue a product (or any part or content thereof) without notice at any time.

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household, or per order. These restrictions may include orders placed by or under the same customer account, the same payment method, and/or orders that use the same billing or shipping address.

Shipping, Customs, and Export/Import Compliance

Agarwood (Aquilaria spp.) and its derivatives, including oud oil and agarwood resin, are regulated under Appendix II of the Convention on International Trade in Endangered Species of Wild Fauna and Flora ("CITES"). We export our products from Indonesia in accordance with applicable Indonesian regulations, including CITES export permits, SVLK (Sistem Verifikasi Legalitas Kayu), and SATS-DN documentation, as applicable to the product and shipment.

We will provide export documentation applicable to each shipment as required under Indonesian law. However, it is solely your responsibility, as the buyer and importer, to determine and comply with all import requirements, permits, licenses, duties, taxes, and any other regulations applicable to agarwood and its derivatives in your destination country. CITES compliance requires both a valid export permit from the country of export and, in many jurisdictions, a corresponding import permit or declaration in the country of import. We strongly encourage you to confirm import requirements with your own country's CITES Management Authority or customs office before placing an order.

We are not responsible for delays, seizures, or denial of entry caused by customs authorities, incomplete or incorrect information provided by you, or your failure to obtain any required import permit or license. Any customs duties, import taxes, or brokerage fees are your responsibility.

Shipping timelines stated on this site are estimates only and are not guaranteed.

Third-Party Links and Tools

The Services may contain materials from third parties or links to third-party websites that are not owned or controlled by us. We do not endorse and are not responsible for the content, accuracy, opinions, or practices of any third-party websites. If you decide to leave the Services to access third-party websites, you do so entirely at your own risk.

We may also provide access to third-party tools that we neither monitor nor have any control over. You acknowledge that we provide access to such tools "as is" and "as available" without any warranties. Any use by you of such tools is entirely at your own risk and discretion.

User Comments, Feedback, and Other Submissions

If, at our request, you send certain specific submissions (for example, product inquiries, testimonials, or contest entries) or, without a request from us, you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, "comments"), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate, and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation to maintain any comments in confidence, to pay compensation for any comments, or to respond to any comments.

We may, but have no obligation to, monitor, edit, or remove content that we determine in our sole discretion to be unlawful, offensive, threatening, defamatory, or otherwise objectionable.

Personal Information

Your submission of personal information through this site is governed by our Privacy Policy.

Errors, Inaccuracies, and Omissions

Occasionally there may be information on our site or in the Services that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, minimum order quantities, lead times, or availability. We reserve the right to correct any errors, inaccuracies, or omissions, and to change or update information or cancel orders if any information is inaccurate at any time without prior notice.

Prohibited Uses

In addition to other prohibitions set forth in these Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose, including violating any wildlife trade, export control, or customs law; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial, or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code; (h) to collect or track the personal information of others; (i) to spam, phish, or scrape; or (j) for any obscene or immoral purpose. We reserve the right to terminate your use of the Services for violating any of the prohibited uses.

Disclaimer of Warranties; Limitation of Liability

We do not guarantee, represent, or warrant that your use of our Services will be uninterrupted, timely, secure, or error-free. We do not warrant that the results that may be obtained from the use of the Services will be accurate or reliable.

You expressly agree that your use of, or inability to use, the Services is at your sole risk. The Services and all products and services delivered to you through the Services are (except as expressly stated by us) provided "as is" and "as available" for your use, without any representation, warranties, or conditions of any kind, either express or implied.

In no case shall PT. Riau Forest Exports, our directors, officers, employees, affiliates, agents, contractors, or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation, lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability, or otherwise, arising from your use of any of the Services or any products procured using the Services, even if advised of their possibility.

Indemnification

You agree to indemnify, defend, and hold harmless PT. Riau Forest Exports and our directors, officers, employees, affiliates, agents, contractors, and licensors from any claim or demand, including reasonable legal fees, made by any third party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third party, including without limitation any export control, customs, or wildlife trade law.

Severability

In the event that any provision of these Terms of Service is determined to be unlawful, void, or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service. Such determination shall not affect the validity and enforceability of any other remaining provisions.

Termination

These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services.

If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice, and you will remain liable for all amounts due up to and including the date of termination.

Entire Agreement

These Terms of Service and any policies or operating rules posted by us on this site or in respect of the Services constitute the entire agreement and understanding between you and us and govern your use of the Services, superseding any prior or contemporaneous agreements, communications, and proposals, whether oral or written, between you and us.

Governing Law

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of the Republic of Indonesia. Any dispute arising out of or relating to these Terms of Service or the Services shall be subject to the exclusive jurisdiction of the competent courts of Pekanbaru, Riau, Indonesia.

Changes to Terms of Service

You can review the most current version of these Terms of Service at any time on this page. We reserve the right, at our sole discretion, to update, change, or replace any part of these Terms of Service by posting updates and changes to this website. It is your responsibility to check this page periodically for changes.

Contact Information

Questions about these Terms of Service should be sent to us at info@riauforestexports.com.

PT. Riau Forest Exports
Pekanbaru, Riau, Indonesia