OUR 14-DAY RETURN/EXCHANGE

START THE RETURN PROCESS HERE

1, If your goods arrived damaged or faulty, please contact us within 48 hours of receiving your order. We will arrange to deliver new items or refund all your payment. You do not need to return the damaged goods.

2, Return of the goods you did not order (wrong size/color/item). In the event that you find that the goods you have ordered do not correspond to the goods you received, you have the right to return the goods back to us within 14 days of receiving the goods. You do not pay a handling fee for returning the goods to us. The cost of returning the goods is borne by the Seller and you will receive the prepaid shipping label from us.

3, If the product is not entirely to your liking, you can return/exchange it within 14 days after receiving your goods without giving a reason. The goods returned must be undamaged and must not show signs of damage and use.The cost of returning the goods is borne by the Buyer only if the goods fully met the quality requirements and were not defective.

In order to return the item for exchange or receive your refund, please follow the steps below:

Products can only be returned if they are still in their original condition. Used products or products damaged by the customer will not be eligible for a refund or only partial refund will apply.

More about our return/refund policy in Section 10 of our Terms of Service.

 

RETURN PROCESS

START THE RETURN PROCESS HERE

Or you can start the return process by contacting us at returns@incense-soul.com or info@incense-soul.com with a detailed reason for return and pictures or a video of the product that supports your cause. 

You will receive the instructions with the address where you need to mail the product you would like to return.

After sending the shipment back, please reach out to us at returns@incense-soul.com or info@incense-soul.com with the necessary photos proving you have followed the instructions correctly.

To assure your refund, please use a trackable mail service; we will not be responsible for lost or missing packages.

You will be responsible for paying for your shipping costs for returning your item. Shipping costs are non-refundable.

Upon the receipt of your package, your products will be examined, and a exchange or refund will be processed. A refund receipt will be emailed to the email address you used when making your original purchase.

PLEASE NOTE: This policy does not cover misuse, accidental damage, water damage, or any abuse of the purchased product you have returned.

 

There are certain situations where only partial refunds are granted (if applicable):

a, any item not in its original condition, is damaged or missing parts for reasons not due to our error or shipping damage error.

b, any item that is returned more than 14 days after purchase.

c, several types of goods are exempt from being returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.