Refund Policy

What we offer

In the unlikely case that you are not completely satisfied with any of our products, we are here to help, offering you guidance on your return and refund. Our policy is fully compliant with UK and EU consumer protection laws.

1. Your Right to Cancel (14-Day Cooling-Off Period)

Under the UK Consumer Contracts Regulations and the EU Consumer Rights Directive, you have the right to cancel your order for any reason within 14 days of receiving your goods.

Notification Window: You must inform us of your decision to cancel within 14 days of delivery.
Return Window: Once you notify us, you have an additional 14 days to ship the items back to us.

2. Opened and Tested Resins (Weight and Value Policy)

Because our incense resins are intended strictly for aromatic use and not for direct consumption, we accept returns on items that have been partially opened and tested. However, your refund will be calculated based on the condition and weight of the returned product:

Reasonable Testing: You are permitted to open the packaging and use a very small amount of the resin to test its aroma.
Significant Weight Differences: All returned items are weighed upon arrival at our facility. If there is a significant weight difference beyond an obvious, minimal test quantity, we reserve the right to deduct an amount from your refund to cover the loss of the product value.
Shipping Fees: For any returned item that has been opened or tested, the original shipping fees are non-refundable. You will receive a partial refund covering the product cost only, minus any necessary deductions for missing weight.

3. Return Shipping Costs

Customer Responsibility: Unless an item is faulty or damaged, you are responsible for paying the direct cost of returning the goods to us.
Tracked Shipping: We strongly recommend using a tracked shipping service. We cannot issue a refund if the return package is lost in transit.

4. Faulty, Damaged, or Incorrect Items

If your order arrives damaged, defective, or you received the incorrect resin variety, please contact us immediately with your order number and detailed photographic evidence.

We will arrange a replacement or a full refund.
In these cases, you will receive a 100% full refund (including all original shipping fees), and we will cover the return shipping costs.

5. Processing Your Refund

We will process your partial or full refund within 14 days of receiving the returned items back at our facility, or receiving official proof of postage.

Refunds will be issued directly to the original payment method used during checkout.