UPDATE: Buddha Stone Shop agreed to refund me if I returned the product. However, they sent me an address that had TWO street names. Luckily, my post office caught this. Customers complained that returned items don't get delivered to Buddha Stone Shop. Now we know why! They're giving wrong addresses. I await their reply with a correct address.
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Verdict: STAY AWAY. They sell fake, poor quality goods and customer service treats you in dehumanizing ways that is shockingly different form the spiritual language they use to sell their products.

TL;DR: Facts: (1) I purchased a $990 Agarwood mala from BuddhaStoneShop.com (2) it had zero smell (3) two threads were hanging loose right out of the box.
My experience (1) I tried twice to see if I could use it, but the thread kept snagging on my thumb. (2) I wrote to customer support and Tashi wrote back, sounding like ChatGPT, telling me that I had 'used' it so I can't return it. She said it is 'meant' to smell light. She 'confirmed' that the mala was in good condition when packed, implying I caused the loose thread to happen with my test chanting. After 10 emails were exchanged, I was given $180, take it or leave it.

Compare the photos of what I got vs. what I was promised

The full story: The mala was delivered around mid Sept. On returning from my travels and opening the box on Sept 21, I saw two threads hanging loose. I tried twice to see if I can use it. Each time, I stopped at the fourth bead because the loose thread was snagging on my thumb. And it had ZERO smell. I have an agarwood mala from my grandfather and I know the difference between light and NO smell.

I wrote to customer support on Sept 23, explaining all of this. Tashi wrote back, saying that it is meant to smell light (ignoring my comment on the light vs. no smell). She said that I had used it 'roughly' when I made it very clear that I tried to use it twice to see if I could keep it. Since when is testing a product to keep it the same as 'rough usage'? I sent Tashi a video of how I use my other mala (a green sandalwood one) to show that I don't turn beads 'roughly'. It is the opposite of a meditation practice. Tashi wrote back saying those are different beads, ignoring the point I made about me not using beads 'roughly' to meditate. I was sent an image that was apparently of the beads before they were packed. But that picture is a lie. My mala DID come with two threads snagged and it has ZERO smell. Tashi asked me why I reported it after 2 weeks. And I mentioned that I was traveling and insisted again that I tried it twice.

After going back and forth for over 10 emails, Buddha Stone Shop offered me a sad 180$ refund. I was left with no choice but to take it and cut my loss.

I implore you to stay away from Buddha Stone Shop. There is a severe disparity between the spiritual nature of their sales pages (website) and the dehumanizing way they treat customers with genuine issues.

Take my costly lesson as a cautionary tale and save your money and energy. What is the point of getting a spiritual tool from a company that dehumanizes customers?