Returns & Refunds

Conditions for Returns

• Defective or Damaged Items: If your incense arrives damaged or is defective, you may return it for a full refund or exchange. Please notify us within 7 days of receiving your order and provide photographic evidence of the damage or defect.
• Incorrect Items: If you receive the wrong incense, please contact us within 7 days of receipt to arrange a return and exchange for the correct item. We will cover the return shipping costs in this instance.
• Change of Mind (Cooling-off Period): In line with the CPA, for purchases made online, you may have a cooling-off period to return goods under certain conditions. However, this may not apply to all incense products due to hygiene considerations once opened. Please contact us as soon as possible if you wish to discuss a return due to change of mind, and we will assess your request on a case-by-case basis. Please note that return shipping for change of mind may be at your expense, and a restocking fee may apply if the product is not returned in its original, unopened condition.

Exclusions

• For hygiene reasons, we cannot accept returns on incense that has been opened or used unless it is defective.
• Returns will not be accepted after 30 days from the delivery date, except where required by the CPA for latent defects.

How to Return an Item

1. Contact Us: Email us at [email protected] or WhatsApp us on 078 994 3062 to inform us of your return and the reason.
2. Return Authorisation: We will provide you with instructions on how to return the item.
3. Packaging: Please ensure the item is securely packaged to prevent damage during transit. For defective or incorrect items, we will provide a prepaid shipping label if applicable.
4. Inspection and Processing: Once we receive the returned item, we will inspect it and process your refund or exchange within 2 business days.
5. Refunds: Refunds will be processed via the original payment method. Please allow 2-3 business days for the refund to reflect in your account, depending on your bank or payment provider as we have no control over this once initiated from our end.

Exchanges

Exchanges are subject to stock availability. If the item you requested for exchange is not available, we will offer a refund or a suitable alternative.