Your Cart

Free worldwide shipping on all orders over $50.00

Refund and Returns Policy

At incenseway.com, our goal is to ensure your complete satisfaction with every purchase. We stand behind the quality of our products and want you to be thrilled with your order. If for any reason you are not completely happy, please review our return and refund policy below.

 

What is eligible for a return/refund?

Items that are in new, unused condition and still in the original packaging can be returned within 30 days of receiving your shipment. We inspect all returns prior to issuing refunds.

 

The following goods cannot be returned:

– Perishable items like food or flowers

– Digital downloads or software  

– Intimate items for health/hygiene reasons

– Hazardous, flammable or explosive materials

– Custom or personalized orders

– Newspapers, magazines, gift cards

 

Important: You must contact us at support@incenseway.com to receive pre-authorization and shipping instructions before sending your return. Returns sent to us without pre-authorization may not be accepted.

 

How long do I have to return an item?

You have 30 calendar days from receiving your order to initiate a return. To be eligible, items must be unused and in original packaging.

 

Exceptions: For fragile items, returns must be initiated within 7 days to allow for safe shipping.  

For products marked Final Sale, returns or exchanges are not allowed. Please choose carefully as Final Sale items cannot be refunded or exchanged if you change your mind later.

 

What do I need to return an item?

– Original order confirmation with order number

– All original packaging and accessories

– Original packing slip or invoice

 

You are responsible for return shipping costs unless the return is due to our error. Shipping costs are non-refundable. We recommend using a trackable shipping service and insuring items over $75. We are not responsible for lost or damaged return shipments.

 

Refunds

Once we inspect and approve your return, refunds are generally processed within 3-5 business days. Refunds are applied to your original payment method.

 

Exchanges

If you would prefer an exchange over a refund, please contact us to arrange an exchange of the same item or store credit. We will cover return shipping costs for exchanges due to defects or shipping errors on our part.

 

Sale and Promotional Discounts

Only regular priced items are eligible for a refund. Items purchased with a promotional or sale discount can only be exchanged for store credit.

 

Gift Returns

For items marked as gifts, we will issue the purchaser a gift certificate rather than a refund. For gifts not marked as such, the refund will be issued to the original purchaser if available. Else we will work with the recipient on an exchange or store credit.

 

How to Initiate a Return

To start the return process, please contact us at support@incenseway.com. Let us know your order and we will provide detailed instructions for returning your item(s).

 

We want you to be fully satisfied with your purchase. Please contact us with any questions or concerns about our returns and refunds policy.

Free Worldwide shipping

On all orders above $50

Easy 30 days returns

30 days money back guarantee

International Warranty

Offered in the country of usage

100% Secure Checkout

PayPal / MasterCard / Visa