Refund policy
Trade samples
Trade samples are prepared for buyers evaluating our incense, so they cannot be returned once shipped. A sample order can be cancelled for a full refund until it ships.
The cost of a scent kit is credited toward your first wholesale order. Trial tubes are not credited.
Damaged, faulty, or incorrect items
Please check your order when it arrives. If anything is damaged, faulty, or incorrect, email hello@palosantoeastern.com within 24 hours of delivery for samples, or within 7 days for wholesale and production orders, with:
- your order number
- photos of the outer packaging
- photos of the affected items
- a short description of the issue
We will review it and offer a replacement or a refund for the affected items.
Wholesale and production orders
Wholesale supply, white label, private label, custom packaging, and custom manufacturing orders are quoted and confirmed individually. Because they involve production planning, material allocation, and packaging preparation, confirmed orders cannot be returned unless agreed in writing.
A confirmed order can be cancelled only before production, packaging, or shipment preparation has started. Any costs already incurred are deducted from the refund.
Refunds
Approved refunds are issued to the original payment method within 10 business days. Your bank or payment provider may need a few more days to show it. If you have not received a refund 15 business days after approval, please contact us.
Returns
Please do not send items back without written return instructions from us. Items returned without approval cannot be accepted. Who pays return shipping is confirmed case by case, depending on the reason for the return.
Natural variation
Our incense is made from natural aromatic wood materials. Color, texture, grain, and aroma can vary slightly between batches. These variations are expected and are not defects.
Contact
For refund or order questions, email hello@palosantoeastern.com.