반품 및 교환

OUR 60-DAY RETURN POLICY

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 60 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 Buyer bears the cost of returning the goods.

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

We ship orders from several warehouses around eastern Asian countries and territories, such as China, Singapore, and Hong Kong, so depending on where your order was shipped from, you must send it back to the same address. The return shipping cost may vary from 15 - 28$.

We will respond with the instructions, including the return address where you need to mail the product you want to return.

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

To ensure 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 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 60 days after delivery.

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.