Refund policy

Thank you for choosing Incendal.

At Incendal, each product is thoughtfully created and carefully packaged entirely by hand. From fragrance creation to final packaging, every step is completed with intention and respect for the craft. Each piece carries not only our workmanship, but also our sincere wishes for those who receive it.

In addition, 2% of every order is donated to charitable causes, allowing every purchase to contribute to a greater good.

Due to the handcrafted nature of our products and the high production costs involved, we kindly encourage customers to review product details carefully before purchasing. Returns are accepted only under the conditions outlined below.

1. Complimentary Sample Set (No Return Required)

Each order includes a complimentary 4-scent discovery sample set.

  • The sample set is provided as a gift and does not need to be returned, regardless of use.

  • Complimentary samples are not considered part of the purchased merchandise and are not eligible for refund or exchange.

2. Return Request Period

  • Return requests must be submitted within 14 calendar days from the date of delivery.

  • Requests received after this period cannot be accepted.

3. Return Eligibility (Full-Size Products Only)

To be eligible for a return, all of the following conditions must be met:

  • The return applies only to full-size products

  • The product must be unopened, unused, and in brand-new condition

  • All original seals must remain intact

  • The product must be in a condition suitable for resale

  • The product itself, original packaging, and instruction leaflet (if included) must be complete and undamaged

Incendal reserves the right to refuse returns that do not meet these criteria.

4. Non-Returnable Situations

Returns or refunds will not be accepted in the following cases:

  • Products that have been opened, used, or altered

  • Returns requested due to personal preference, including fragrance perception

  • Damage resulting from improper use, storage, or handling

  • Requests made after the 14-day return window

  • Items returned without prior authorization from our customer support team

5. Return Process

  1. Contact Customer Support
    Please reach out to us within 14 calendar days of delivery and provide:

    • Order number

    • Reason for return

    • Clear photos showing the product and packaging condition

  2. Review & Approval
    Once your request is reviewed and approved, we will provide return instructions and the return address.

  3. Shipping the Return

    • Returned items must be shipped within the timeframe specified by our support team

    • Customers are responsible for proper packaging to prevent transit damage

  4. Inspection & Refund Processing
    Upon receipt, all returned items will be inspected. Refunds will be issued only if the return meets all eligibility requirements.

6. Refunds

  • Approved refunds will be processed to the original payment method

  • Refund processing typically takes 7–14 business days, depending on the payment provider

  • Original shipping fees and return shipping costs are non-refundable, unless the return is due to an error on our part (such as incorrect or damaged items upon arrival)

7. Handcrafted Product Notice

Incendal products are handcrafted in small batches. Minor variations in appearance or fragrance are a natural result of artisanal production and are considered part of the product’s character rather than defects.

If you have questions about fragrance profiles or product details, we encourage you to contact us before placing your order. We are always happy to assist.

8. Policy Rights

Incendal reserves the right to interpret and update this Returns & Refund Policy in accordance with applicable laws and regulations. Any matters not addressed herein will be handled on a case-by-case basis.