Refund & Exchange Policy

1.1 Exchange Details
We only accept exchanges and do not offer refunds. The items sold on this website are fragile and will be properly packaged before shipping. If there is any partial breakage, including but not limited to incense sticks, smudge herbs, and cone products during the delivery process, this is considered a normal occurrence and we will not accept it as a reason for exchange.
If you have any questions, please contact us via email at incenseshophk@gmail.com. 

The Incense Shop Hong Kong provides professional and careful service. Before sending out orders, we double-check to ensure the quality of the products. At the same time, we provide a "5-day exchange period" for you. Please inspect the goods as soon as you receive them. If the goods meet our "exchange criteria," we will make the necessary arrangements for you. Otherwise, under normal circumstances, we do not accept any exchange requests. We only accept exchanges and do not offer refunds.

(a) Exchange Criteria

Acceptable situations for exchanging goods:

  • Applications submitted within 5 days of receiving the goods
  • Defective or non-human-induced damage or quality issues with the goods
  • The delivered goods are different from the ordered goods
  • The delivered goods are significantly different from the website description
  • The goods are unused and in the original condition for sale, including all parts and accessories provided with the goods, such as manuals, certificates, labels, tags, consumables, bags, and boxes
  • Ordered goods are out of stock

Unacceptable situations for exchanging goods (including but not limited to the following situations):

  • Applications submitted after the 5-day exchange period
  • Goods that have been used or lost their parts and accessories, including manuals, certificates, labels, tags, consumables, bags, and boxes
  • Customers who did not notify The Incense Shop Hong Kong via email or WhatsApp before exchanging the goods
  • Personal factors such as size, design, or color mismatch
  • Size discrepancies due to different measurement methods
  • Exchange not allowed as stated by the store
  • Free gifts (no exchanges or refunds for free gifts under any circumstances)
  • Goods damaged by human factors or severely damaged during customer transportation
  • Reasonable deviations between pictures and actual products (such as color differences caused by lighting, displays, or photography)
  • Other unreasonable requests for returns or exchanges

1.2 Exchange Application Procedure
Submit a written application within the exchange period:
If your goods meet our return and exchange criteria, please contact us via email at incenseshophk@gmail.com within 5 days from the date of goods receipt to request an exchange or refund. This will allow us to make the necessary arrangements for you.
Please provide the following information when submitting the application for arrangement:
(1) Order number and payment proof
(2) Names and photos of the received goods
(3) Reason for exchange
(4) Instructions for refund or exchange
After receiving the application, we will review the provided information.
Application acceptance:
If the application is accepted, the applicant will receive a confirmation email from us.
Please pack the goods to be exchanged properly and include a copy of the email or delivery note.
Send the returned goods to The Incense Shop Hong Kong address: <<Yuen Long Sha Tin xxx>>

1.3 Exchange Terms and Conditions

  1. When exchanging goods, if the value of the exchanged goods is lower than the original goods, the price difference will not be refunded.
  2. The customer is responsible for the exchange shipping fee.
  3. If the requested replacement goods are out of stock, we will refund the relevant amount to the customer.
  4. The process may take one to two weeks to complete (counted from the date of receiving the exchange request). After the process is completed, we will notify the customer of the details.
  5. Goods can only be exchanged once, and no further exchange or return requests will be accepted.
  6. If the number of exchanges exceeds the specified limit or abnormal situations occur, The Incense Shop Hong Kong reserves the right to restrict the rights of the member without prior notice.
  7. Unauthorized exchanges will not be processed by The Incense Shop Hong Kong.
  8. The Incense Shop Hong Kong reserves the right to charge additional service fees for unreasonable returns and exchanges.
  9. In case of any dispute, The Incense Shop Hong Kong reserves the final decision-making authority.

1.4 Refund Terms and Conditions

  1. The refund amount will be based on the order confirmation date.
  2. The refund amount does not include any shipping fees.
  3. If the purchased goods are eligible for any discounts or promotions (such as bundle offers, merchant or brand discounts, etc.), the returned goods must be returned together with the refund. This may involve additional payments or deductions during the refund process.
  4. The goods must be returned together with all the accompanying gifts provided during the purchase; otherwise, the value of the gift will be deducted from the refund.
  5. Therefund process may take one to two weeks to complete (counted from the date of receiving the refund request). After the process is completed, we will notify the customer of the details.
  6. The refund will be made to the original payment method used for the purchase. If the original payment method is not available, we will contact the customer to arrange an alternative method.
  7. Unauthorized refunds will not be processed by The Incense Shop Hong Kong.
  8. The Incense Shop Hong Kong reserves the right to charge additional service fees for unreasonable returns and refunds.
  9. In case of any dispute, The Incense Shop Hong Kong reserves the final decision-making authority.