Refund policy

Refund Policy

We want you to enjoy every incense experience. Due to the consumable nature of incense and hygiene and safety considerations, we follow the policy below.

Non-Returnable Items

We do not accept returns or refunds for items that are:

  • Burned

  • Used

  • Opened

  • Returned due to personal scent preference

  • Free or promotional items

Damaged, Missing, or Incorrect Orders

If your order arrives damaged, missing items, or incorrect, we offer a free replacement or a refund, at your choice.

Please contact us within 7 days of delivery with your order details and supporting photos or videos.

Proof of Damage

For shipping damage claims, please provide:

  • Photos of the outer packaging with the shipping label

  • Photos of the damaged item and internal packaging

  • A short video if available (such as an unboxing or damage detail)

Unopened Returns

Unopened and unused items may be eligible for return if requested within 7 days of delivery.

  • Return shipping costs are the responsibility of the customer for non-quality issues

  • Original shipping fees are non-refundable

  • Items must be in original, unopened condition and approved upon inspection

Refund Processing

Refunds are issued to the original payment method.

Once a return is received and inspected, refunds are processed within 5–10 business days.
Processing times may vary depending on your payment provider.

Lost Packages

We rely on carrier tracking information.

If a shipment shows delivery but has not been received, please check the delivery area and with household members first.
We will assist with carrier investigations when applicable. Carrier outcomes will determine final resolution.

Contact

For all refund or return requests, please contact:

Email: incenook@gmail.com
Please include your order number and relevant photos or videos.