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.
Exceptions: For fragile items, returns must be initiated within 7 days to allow for safe shipping.
What do I need to return an item?
– Original order confirmation with order number
– All original packaging and accessories
You are responsible for return shipping costs unless the return is due to our error.
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
Both regular priced and discounted items can be returned or exchanged.
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.