Refund policy

Return Requests

You may request a return within 14 calendar days of delivery by emailing incendalnaturals@gmail.com with your order number and reason for return.

Please contact us before sending anything back. Once your return is approved, we will provide the return address and instructions.

Unopened Products

For change-of-mind returns, including ordering the wrong scent, products must be unopened, unused, and in their original condition.

Please return the complete product, including the incense holder, original packaging, and any included instructions. Any original seals must remain intact.

Opened or used products cannot be returned solely because of personal fragrance preferences.

Try Your Samples First

Orders containing two or more boxes include a complimentary tester.

We encourage you to try any corresponding sample provided before opening your full-size box. This helps you decide whether the scent is right for you while keeping the full-size product unopened and eligible for return.

Once a full-size product has been opened, it cannot be resold and is not eligible for a change-of-mind return.

Complimentary samples do not need to be returned, even if used. They have no refundable cash value.

Return Shipping Costs

For change-of-mind returns, customers are responsible for return shipping costs. Original shipping charges paid at checkout are not refundable.

For verified damage on arrival, incorrect items, or product defects, Incendal will cover the necessary return shipping costs. Please contact us first so we can provide return arrangements.

Damaged, Incorrect, or Defective Items

For verified damage on arrival, incorrect items, or product defects, our first resolution is a replacement at no additional cost. If a return is required, Incendal will cover the return shipping costs and provide instructions. If a replacement is unavailable or cannot resolve the issue, we will arrange an appropriate alternative, including a refund where required by applicable law.

Please inspect your order upon arrival and contact us promptly if an item is damaged, incorrect, or appears defective.

Include your order number, a description of the issue, and clear photos of the affected item and packaging. Please keep the product and packaging while we review your request.

We may request additional information reasonably needed to assess the issue. Any required return arrangements will be provided after review.

Damage caused after delivery by misuse, improper storage, accidental damage, or intentional alteration is not treated as a product defect.

The unopened-product requirement for change-of-mind returns does not prevent you from reporting a defect discovered after opening the product.

Refunds

After we receive and inspect your return, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method within 3 business days of inspection and approval. Your bank or payment provider may require additional time for the funds to appear in your account.

Complimentary items have no refundable value.

Handmade Products

Minor variations in appearance or fragrance can occur because our incense is made by hand with natural materials.

If you believe a variation affects the product's quality or use, please contact us so we can review it.

Contact

For return or refund assistance, email incendalnaturals@gmail.com.