Refund policy
Refund Policy
Trade sample orders
Trade sample orders are prepared for approved business buyers evaluating wholesale, white label, private label, or custom aromatic wood incense projects.
Because sample sets are prepared for product evaluation and may include aromatic wood incense materials, we do not accept returns of trade sample orders once they have been shipped.
Damaged, faulty, or incorrect items
Please inspect your order as soon as it arrives.
If your sample order arrives damaged, faulty, or incorrect, please contact us within 24 hours of delivery at:
Please include:
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your order number
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clear photographs of the outer packaging
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clear photographs of the damaged, faulty, or incorrect item
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a short description of the issue
We will review the case and determine the appropriate next step. Depending on the situation, we may offer a replacement, store credit, partial refund, or another suitable resolution.
Approved B2B orders
Wholesale supply, white label orders, private label projects, custom packaging, and custom incense manufacturing orders are reviewed and quoted individually.
Because these orders may involve approved specifications, production planning, packaging preparation, material allocation, or custom work, they are generally not eligible for return or cancellation once confirmed, unless otherwise agreed in writing.
Any issue with a B2B order must be reported promptly after delivery so we can review the shipment, documentation, and agreed order terms.
Cancellations
Trade sample orders may only be cancelled before they are shipped.
Approved B2B production orders may only be cancelled if production, packaging preparation, material allocation, or shipment preparation has not yet begun.
If cancellation is possible, any non-recoverable costs already incurred may be deducted from the refund.
Refunds
If a refund is approved, it will be issued to the original payment method where possible.
Please allow up to 10 business days for the refund to be processed after approval. Your bank, card provider, or payment processor may require additional time to post the refund.
If more than 15 business days have passed since we approved your refund, please contact us at:
Return shipping
Do not send any item back without first contacting us and receiving written return instructions.
Items sent back without prior approval will not be accepted.
If a return is approved, we will provide instructions for where and how to send the item. Return shipping responsibility will be confirmed case by case depending on the reason for the return.
Non-returnable items
We do not accept returns on:
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trade sample orders after shipment
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custom incense manufacturing orders
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custom packaging or printed materials
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white label or private label goods prepared for an approved buyer
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sale items
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gift cards, where applicable
Product appearance and natural variation
Our incense products are made with natural aromatic wood materials. Color, texture, powder tone, wood grain, and aromatic character may vary between batches.
These natural variations are expected and do not constitute product defects.
Contact
For refund, damage, or order issue questions, please contact: