Refund policy

Refund, Return and EU Withdrawal Policy

Effective Date: June 19, 2026

We want you to be satisfied with your Incensoria purchase. This policy explains our voluntary return policy, statutory consumer rights, and the additional right of withdrawal available to consumers in the European Union.

Nothing in this policy limits any mandatory rights available under applicable consumer law.

1. Voluntary 30-Day Return Policy

In addition to any statutory rights, we accept eligible returns requested within 30 days after the order has been delivered.

To qualify under this voluntary policy:

• The product must be unused and in substantially the same condition in which it was received.
• Products should be returned with their original packaging where reasonably possible.
• Incense products that have been lit, burned, or materially consumed cannot be returned under this voluntary policy unless they are defective.
• Proof of purchase or sufficient information to identify the order is required.

Please contact us at support@incensoria.com for the correct return address and return instructions.

Customers are normally responsible for return shipping costs for voluntary returns caused by a change of mind, ordering the wrong product, or similar non-defective reasons.

Original delivery charges are not refundable under the voluntary return policy, except where required by law. The separate EU withdrawal rules below apply to eligible EU consumers.

2. European Union Right of Withdrawal

If you are a consumer in the European Union and purchased through our online store, you generally have the legal right to withdraw from the contract without giving a reason.

The withdrawal period expires 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods.

For an order containing multiple goods delivered separately, the withdrawal period starts when the final item is received.

How to Exercise the Right of Withdrawal

Before the withdrawal period expires, you may notify us by:

• Using our online withdrawal function:
https://incensoria.com/pages/widerruf-formular
• Emailing support@incensoria.com with a clear statement that you wish to withdraw from the contract.
• Using the model withdrawal form provided at the end of this policy.

Please provide your name, email address, and sufficient information to identify the relevant order. You do not need to provide a reason for withdrawing.

Using the online withdrawal function is not the only permitted method of exercising your legal right of withdrawal.

When an online withdrawal request is submitted, we will send an acknowledgement by email without undue delay. The acknowledgement will include the content of the request and its submission date and time.

Returning Goods After Withdrawal

After notifying us of your decision to withdraw, you must return the goods without undue delay and no later than 14 days after communicating your decision.

You are responsible for the direct cost of returning the goods unless:

• The product is damaged, defective, or incorrect.
• We have agreed to cover the return cost.
• Applicable law requires us to cover the cost.

You may inspect products in the same way that you reasonably could in a physical shop. You may be responsible for any reduction in value caused by handling beyond what was necessary to establish the product’s nature, characteristics, and functioning.

Opening normal retail packaging does not automatically remove your EU right of withdrawal. However, incense that has been burned or consumed may have substantially reduced value.

EU Withdrawal Refunds

If you validly exercise your EU right of withdrawal, we will refund:

• The price paid for the returned goods.
• The cost of our least expensive standard delivery option.

Additional costs resulting from choosing premium or expedited delivery are not refundable beyond the cost of standard delivery.

Refunds will be made without undue delay and no later than 14 days after we are informed of your decision to withdraw.

We may withhold the refund until we receive the returned goods or you provide evidence that the goods have been returned, whichever occurs first.

The refund will be made using the original payment method unless another method is expressly agreed. No refund fee will be charged.

3. Exceptions to the EU Right of Withdrawal

The right of withdrawal does not apply where an exception permitted by law applies, including:

• Goods made to the consumer’s specifications or clearly personalised.
• Goods that deteriorate or expire rapidly.
• Sealed goods genuinely unsuitable for return for health or hygiene reasons once unsealed.
• Digital content supplied immediately after the consumer expressly agreed to begin performance and acknowledged losing the right of withdrawal, where applicable.

These exceptions will not be applied more broadly than permitted by applicable law.

4. Damaged, Defective, or Incorrect Products

If an order arrives damaged, defective, or incorrect, please contact support@incensoria.com as soon as reasonably possible and provide:

• Your order number.
• A description of the issue.
• Clear photographs of the product and packaging where available.

Contacting us within 48 hours helps us investigate damage that may have occurred during transportation. However, failing to report the issue within 48 hours does not remove any mandatory statutory rights.

Where appropriate, we will arrange a repair, replacement, refund, or return at no additional cost to the customer.

EU consumers also have a minimum two-year legal guarantee for goods that are faulty, do not function correctly, or are not as advertised. This legal guarantee is separate from the right of withdrawal.

5. Exchanges

Eligible unused products may be exchanged within 30 days after delivery, subject to product availability.

For exchanges requested because of a change of mind, ordering the wrong product, choosing the wrong variation, or another non-defective reason, the customer is responsible for the cost of returning the original product to us.

Additional shipping charges may also apply when sending the replacement product. We will inform you of any applicable charges before processing the exchange.

If the product is damaged, defective, or incorrect, we will cover the appropriate return and replacement shipping costs.

In some cases, the quickest option may be to return the original product for a refund and place a new order.

6. Refund Processing

After receiving and inspecting a returned product, we will notify you of the outcome.

Approved refunds will be issued to the original payment method. Your bank or payment provider may require additional time to display the refund in your account.

We do not charge restocking fees.

7. Return Instructions

Please contact us at support@incensoria.com before returning a product so that we can provide the correct return destination and relevant shipping instructions.

Please do not return products to an address shown on a shipping label without first confirming the correct return destination. Our return location may differ from the original dispatch location.

Contacting us for return instructions does not prevent EU consumers from exercising their statutory right of withdrawal.

8. Model EU Withdrawal Form

Complete and send this form only if you wish to withdraw from the contract:

To: Incensoria / Weihai Jianbing E-commerce Co., Ltd.
Email: support@incensoria.com

I hereby give notice that I withdraw from my contract for the sale of the following goods:

Goods:
Order number:
Ordered on:
Received on:
Consumer’s name:
Consumer’s address:
Consumer’s email address:
Date:
Signature (only if submitted on paper):

9. Contact

For questions about returns, refunds, exchanges, or withdrawal rights, please contact us:

Email: support@incensoria.com
Website: https://incensoria.com