Thank you for shopping with us! We take great care in handcrafting and packaging every order to ensure your incense reaches you in perfect condition.

🔹 Order Cancellations

• Orders may be cancelled within 2 hours of placing them.

• Once your order has been packed or shipped, we’re unable to cancel it.

🔹 Returns & Exchanges

• Due to the nature of incense products, we are unable to accept returns or exchanges for change of mind.

• If your order arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery with your order number and photos, and we’ll make it right.

🔹 Refunds

• Refunds are issued for damaged, faulty, or incorrect items.

• Approved refunds are processed to your original payment method within 3–5 business days.

• Shipping costs are non-refundable unless the error was ours.

🔹 Trial Stick Products (Scent Check)

We understand that scent is personal, so some products include a trial incense stick:

• Feel free to light the trial stick first to experience the fragrance.

• If you don’t love the scent, please contact us within 7 days of delivery at incenselabco@gmail.com, and send the product back within 7 days of delivery.

• The main product must be unused, with the full packaging intact and unopened (only the trial stick may be used).

• Once your return is received and passes inspection, we’ll issue a refund for the item price (excluding shipping).

• Return postage is customer’s responsibility unless the item is faulty or we made an error. We recommend a trackable service.

🔹 Sale & Sample Items

• Sale items and sample packs are final sale and cannot be refunded or returned unless they arrive faulty or damaged.

Questions? We’re here to help. Reach us at incenselabco@gmail.com.