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Returns Policy

We want you to be happy with your purchase. If for any reason, you are not satisfied with the item, you can return the items in original condition with all tags attached.

The process is simple and easy to use -

  • Call 18665561566 to request for a Returns Authorization Number within 30 days of receiving your package.

  • The items must be new and in the original packaging complete with all original contents.

  • For most returns, you will receive a Return Shipping Label along with the Return Authorization Number.

  • Please fix the label on the outside of the box and include a copy of the Return Authorization Number within.

  • Please pack the box and seal it firmly to protect the items during shipping.

  • Schedule a pick-up or drop-off at carrier indicated on the label.

  • If the carrier on the label is UPS, you can either drop-off at a UPS location, schedule a pickup at www.ups.com or call the carrier at:1-800-PICK-UPS FREE for Domestic.

  • If the carrier is DHL, you can schedule a pickup by calling DHL at http://www.dhl.com/en/contact_center/contact_express.html

  • For speedy processing of the refund, please be sure that your returned items meet the conditions of our Returns Policy.

  • Our customer care team is available to assist you with any of your questions. Please contact us via email at support@incensesticks.com

  • We are also available to answer your questions over the phone from 09.00 – 18:00 PST. Please call us toll-free at 1866 556 1566

RETURNS AND EXCHANGES POLICY –

  • Returns are offered on all items except final sale merchandise. You may choose an exchange or a refund for the full amount of the items you purchased.

  • All items being returned should have a Return Authorization Number to allow easy identification and prompt processing.

  • Unidentified return may be returned to sender at the sender’s own expense.

  • We will issue a credit for the full price of the product including taxes and duties, that will be refunded directly to the credit card, debit card, gift card or other form of payment used in the original transaction.

Incensesticks.com may refuse a return or apply a restocking fee when the item being returned is used, not like new, and not in original packaging. Other reasons that will lead to refused return are –

  • Sku/Serial number mismatch than the one Incensesticks.com originally shipped.

  • Missing parts or original product packing.

  • Damage due to improper packing during shipment.

If you are responsible to pay for the return shipping, we will deduct it from your merchandise credit or refund.

We will send out an email as soon as item is received and return is processed. Please allow up to 10 – 14 days to see a credit on your account.

ADDITIONAL POLICIES -

  • Damage to products must be reported to us within 2 days from the delivery date in order to be considered for an exchange or refund.

  • The buyer is responsible for all shipping costs. Shipping costs are non-refundable, and the buyer is responsible for all return costs associated with returning a product for refund or exchange.

  • If an item is shipped and the buyer refuses delivery or it is deemed undeliverable; the full shipping cost will be taken out of the refund.

  • It is the buyers’ responsibility to make sure the delivery address is correct and that products delivered to the given address are safe and secure. The risk of loss and title for all items pass to the customer upon delivery to the carrier. Incensesticks.com is not responsible or liable for any damage or loss arising from shipment. All orders are shipped to the address provided in the order.