Refund policy

Incense Hour Return & Refund Policy

By placing an order with Incense Hour, you agree to the following terms and conditions.

7-Day Return Policy
We offer a 7-business day return window from the date of delivery for any reason.

Eligibility
To be eligible for a return, your item must:

· Be unused, in its original condition, with all tags attached and original packaging intact.
· Be accompanied by a valid proof of purchase (e.g., order number).

Return Process

1. Request Authorization: To initiate a return, you must first contact our customer service team at service@incensehour.com for approval. Returns sent without prior authorization will not be accepted.
2. Provide Details: In your email, please include:
   · Your order number.
   · Full details of the product(s) you wish to return.
   · The reason for your return (e.g., defective item, wrong item, change of mind).
   · For quality-related issues (defective/damaged/wrong item), clear photo or video evidence is required. To protect your rights, we strongly recommend recording an unboxing video upon receipt. Claims submitted without supporting video evidence may not be processed.
3. Receive Instructions & Return: If your request is approved, we will provide you with detailed return shipping instructions.

Important Guidelines

· All returns require prior authorization.
· We reserve the right to refuse returns that do not meet the eligibility conditions (used, damaged, or missing original packaging/tags).
· Please pack the return securely to prevent damage in transit.
· You must use a tracked shipping method and retain the shipping receipt until your refund is complete.
· No restocking fees are charged.

Non-Returnable Items
The following items cannot be returned:

· Clearance or final sale items.
· Items that have been used or damaged due to customer mishandling.
· Items specifically marked as non-returnable on the product page.

Return Shipping Costs

· Returns due to our error (defective, damaged, or incorrect item): We will cover the return shipping cost via a prepaid label or reimbursement of standard shipping fees.
· Returns for personal reasons (change of mind, ordered by mistake): You are responsible for the return shipping cost. The original shipping fee is non-refundable.
· Minor transit-related packaging imperfections (e.g., small dents, scuffs on the outer box) that do not affect the product's function are not considered defects and do not qualify for a return.

Refund Processing
Once we receive and inspect your return, we will notify you of the refund status.

· If approved, your refund will be processed to the original method of payment within 2-3 business days. Please allow additional time for your bank or payment provider to post the refund.
· If the return is rejected (e.g., item ineligible), we will contact you to arrange for the item to be shipped back at your expense.

For any questions, please contact us at service@incensehour.com.