Refund policy

RETURNS

If, for some reason, you are not completely satisfied with your order, you may return it for REFUND or EXCHANGE it for another item within 14 days of receiving your order.

 

If 14 days have gone after the delivery, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

NOTE: We do not provide a shipping label on returns, customer is responsible for return costs.

Please contact our team at info@incense-waterfall.store to return your order.

Our staff will provide you with instructions to easily return your package. Please note that in case of error on your part in the return address of the package, Incense Waterfall will not be held responsible. We invite you to read carefully the return instructions in order to ensure the proper reception of your package and guarantee your refund.

SEVERAL ITEMS ARE NOT REFUNDABLE:

* Gift cards
Once issued, gift cards are not eligible for a refund. By purchasing a gift card on our website, you agree to the terms and conditions of sale of the item.

* Incense
Consumables are not refundable or exchangeable.

There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 14 days after delivery

REFUND (if applicable)

Once your return is received and inspected, we will notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

LATE OR MISSING REFUND (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@incense-waterfall.store.

EXCHANGES (if applicable)

If your items don't fit you perfectly, you may ask to exchange your items. Please note that you will be responsible for return costs. If you need to exchange your order, email us at info@incense-waterfall.store

DAMAGED ITEMS (if applicable)

If your items are delivered damaged, please email us at info@incense-waterfall.store, so we can reship your order.

Please note that if an item is damaged by the customer after receipt, it will not be eligible for a refund.

GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and he will find out about your return.

SHIPPING

To return your product, please contact us : info@incense-waterfall.store

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Please note that you must provide us with a tracking number for all returns.