Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please click here. If your return is accepted, we’ll send you instructions on how to proceed with the return. Items sent back to us without first requesting a return or replacement will not be accepted. 

Please note: for items that are not damaged and are in proper working condition (for example, if you simply didn’t like the product after trying it), the cost of the return shipping label will be borne by the customer. 

Don’t want to pay for return labels later?

We offer a Checkout+ option at the time of purchase. Customers who choose Checkout+ enjoy free return shipping—you’ll receive a prepaid label through our portal for any return request. Customers who opt out of Checkout+ are responsible for the cost of the return shipping label.

You can always contact us for any return or replacement-related queries at sales@incensesticks.com or support@incensesticks.com

PACKAGE PROTECTION

We do our best to ensure your items arrive to you safely, but sometimes things happen. If you utilized our Checkout+ feature, rest assured that your package is protected! With package protection, in the event that your package is lost, stolen, or damaged while in transit, we will replace it free of charge. To start a shipping claim, please click here.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

• We do not accept returns on electric diffusers unless it is damaged on arrival or not working properly.

• We cannot accept opened incense packs or used products.

• We cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We also process replacements or exchanges for most products if deemed fit. 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund has been approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take up to 10 business days for this amount to reflect in your account.

Additional policies

• You may choose an exchange or a refund for the full or partial amount of the items you purchased.

• All items being returned should have a Return Authorization.

• We will issue a credit for the full price of the product, including taxes and duties

• We 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 refusal of returned item are –

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

• Missing parts or original product packing.

• Damage due to improper packing during return shipment.

• 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.

• Shipping costs are non-refundable.

• 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 buyer’s 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 passes to the customer [ if you have opted out of checkout+ ] after we delivery the pakages to the carrier. 

• All orders are shipped to the address provided in the order. Address change is not possible if the order has been fulfilled and handed over to the carrier.