Return & Refund Policy
Return & Refund Policy
At Incense Hour, we strive to ensure every delicate incense stick reaches you in perfect condition. However, due to the fragile nature of artisanal incense and the rigors of international shipping, we have established the following policy to protect your purchase.
Damage Protection & 7-Day Returns
We offer a 7-business day return window from the date of delivery. If your incense arrives broken or damaged, we are committed to making it right through a swift replacement or refund process.
1. The Importance of Unboxing Videos
To ensure a fair and fast resolution for transit-related damages (such as broken incense sticks), we kindly require an unboxing video for all damage claims.
Why is this required?
Since incense is exceptionally delicate, a continuous unboxing video allows us to instantly verify the condition of the product upon arrival. This serves as your priority evidence to bypass lengthy investigations and secure an immediate refund or reshipment.
2. Eligibility for Returns
- Items must be in their original packaging with all tags attached.
- For transit damage: Supported by an unboxing video showing the shipping label and the damaged items.
- For change of mind: Items must be unused and in resalable condition.
3. How to Start a Claim
Step 1: Contact Us
Email service1@incensehour.com with your Order Number and your unboxing video/photos.
Step 2: Rapid Review
Our team will review your evidence within 24 hours. Once verified, we will provide return instructions or process your compensation immediately.
4. Shipping Costs
- Broken/Defective Items: Incense Hour covers all costs for replacements or returns.
- Personal Reasons: Customers are responsible for return shipping. Original shipping fees are non-refundable.
5. Refund Timelines
Approved refunds are credited to your original payment method within 2-3 business days. Please note that minor scuffs on the outer shipping box that do not affect the incense sticks are not considered defects.
Need help? Our team is available from 9 AM to 1 AM (GMT+8) at service1@incensehour.com.
