To ensure production and shipment are not delayed, the order will be processed once you place it. Therefore, you can FREE cancel/change your order within 2 hours of placing your order for strong reasons. Out of the time, 30% of orders will be charged due to the order having been handled by the system.
We will NOT be able to FREE cancel/change your order any more. After cancellation, we will refund via the account that the customer has paid within 24hours.
Returns & Exchanges
All items MUST be in a NEW condition with a name tag, we accept returns within 14 days after delivery.
The item could be accepted to return if:
+ Wrong information with the product page.
+ Item defect
+ Any mistake from incenseburnerwaterfall.com
+ We do NOT accept the return for those items if the customer chose the wrong size because the size chart has mentioned detail already.
Please contact customer service via [email protected] and explain what you want to return and the reason why. After receiving our return instructions, please pack the items you want to return in their original packaging.
Most returns will be processed within 5 business days of receiving your package. We will issue the refund to your payment account. The time you receive your money could last 10 days -15 days depending on your bank.
The returned item require unused and in the original packaging. We do not accept returned products that are worn, damaged, washed, or altered in any way.
– Due to hygiene reasons, we cannot offer refunds on accessories, unless the items are visibly defective.
– Please contact us no later than 14 days after you have received the product. After this time we cannot guarantee that the refund request will be accepted. We do not accept returned items that were sent back by you directly without checking with us first.
– Items must be returned unworn, unwashed, undamaged and unused with their original tags.
– Only once we receive the returned item(s), we can arrange a replacement or issue a refund.
– Once your returned item(s) has been received and it complies with our returns policy, we will issue a refund to you through the payment method used at the time of purchase.
– Please allow 2-3 weeks from the time you mail your return for it to be processed. We will send you an email once your return request has been successfully processed.
– Items with non-returnable marks and free gifts cannot be returned.
– We cannot refund original shipping fee.
We do not accept returned items that have been sent back without proper returns requests.
We do not provide Freight To Collect (FTC) services for packages returned to us. The cost of the return will be borne by you.
If you wish to return an item, please contact our customer service via [email protected] You will receive an answer as soon as possible.
Note: Do not send returns to the address on the package. That is not our return address, it will affect the processing of your return.
Refund (If applicable)
A receipt or proof of purchase is required
After contacting us and submitting all evidence as our requirement, your request will be inspected. We will send you an email to notify you of the approval or denial of your case within 2-3 business days.
If your request is accepted, a refund will be processed right after that. The credit will be applied automatically to your original payment method within 3-5 business days.
The total order value includes a processing fee of (5%*total order values). This fee will be deducted from the refund since it is non-refundable.
Email: [email protected]