1. Order Processing & Dispatch

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All orders for our premium natural incense resins are packed and dispatched within 1-2 working days (Monday to Friday, excluding UK public holidays). You will receive a tracking confirmation email as soon as your package leaves our facility.

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2. UK Delivery Options

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We ship all domestic orders via reliable, tracked courier services.

• Standard Delivery: Tracked service delivering within 3 to 5 working days.

• Express Delivery: Tracked service delivering within 1 to 2 working days.

• Restrictions: We do not ship to PO Boxes due to courier constraints on loose raw materials.

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3. International Shipping & Customs Liability

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We welcome international orders, but cross-border shipping requires buyer compliance:

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• Buyer Responsibility: It is the customer's sole responsibility to ensure that natural tree resins and incense products are legal to import into their destination country. You must be aware of your local customs laws, bans, or specific import regulations before ordering.

• Customs Seizures & Holds: While we ensure all mandatory export documentation is correctly provided from our end, we cannot be held responsible or financially liable if a package is delayed, opened, confiscated, or destroyed by local customs officials or customs handling agencies. No refunds will be issued for shipments destroyed or abandoned due to local import restrictions.

• IOSS Orders (EU up to €150): Local EU VAT is collected directly at checkout. Parcels clear customs seamlessly with no hidden fees or carrier handling charges upon delivery.

• DAP Orders (EU over €150 & Non-EU): The buyer is responsible for all local import VAT, customs duties, and carrier clearance fees incurred at the border.

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4. Right of Withdrawal & Returns (UK & EU)

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In accordance with UK and EU consumer protection laws, you have a 14-day statutory right to change your mind and cancel your order for any reason.

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• The Return Window: You must notify us of your intent to return the item within 14 days from the day you receive the goods. See our Refund Policy.

• How to Cancel: You can initiate a return by logging into your customer account, using our online digital withdrawal form, or contacting customer support.

• Mailing the Return: You have an additional 14 days from your notification date to physically mail the package back to our UK address.

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5. Opened & Sampled Resins (Partial Refunds)

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We want you to experience our resins with confidence. If you open a packet to sample the incense and find it is not to your preference, you can still return it under the following conditions:

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• Partial Refunds: If the resin has been opened or partially used, we will issue a partial refund based on the remaining weight of the product returned to us.

• Return Shipping Costs: The buyer is responsible for paying all return shipping costs.

• Outward Shipping: The original standard outward shipping cost will not be refunded for partially used items. We strongly recommend using a tracked postal service for your return. See our Refund Policy for more information.

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7. Damaged or Faulty Goods

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If your package arrives contaminated or the packaging is broken during transit, you have a statutory right to a full replacement or refund. Please contact our support team within 30 days of receipt with photographic proof of the damage so we can quickly resolve the issue for you.