Cancellation & Refunds

cancellations

we start processing orders quickly, so cancellations are only possible before your order is packed/dispatched.
if you need to cancel, please reach out to us as soon as possible with your order number. once an order is dispatched, it can’t be cancelled.

changes to an order

need to change your address, phone number, or an item in your order? message us immediately after placing the order. we can help only if the order hasn’t entered packing or dispatch.

returns

for hygiene and safety reasons, we do not accept returns on incense sticks, cones, or any opened products.

refunds

refunds are offered only in these cases:

  • you received a damaged item

  • you received a defective item

  • you received the wrong item

to request a refund or replacement, contact us within 48 hours of delivery with:

  • your order number

  • clear photos of the item and outer packaging

  • an unboxing video (if available)

once approved, we will either:

  • send a replacement, or

  • issue a refund to your original payment method

refunds timeline

if a refund is approved, it is usually processed within 5–10 business days. bank timelines may vary.

gifts and bundled orders

if your order includes a free gift or bundle offer, the refund (if approved) will be adjusted accordingly.

undelivered or returned shipments

if a shipment is returned to us due to an incorrect/incomplete address, unreachable phone number, or repeated failed delivery attempts, we can re-ship it once the address is confirmed. additional shipping charges may apply. if you prefer a refund in such cases, we can process it after deducting shipping and return-to-origin charges.

contact

for cancellation, refund, or replacement requests, write to us with your order number and details.