Refund policy
Refund Policy
Last updated: October 17, 2026
We want you to love your incense burner. Each order is carefully checked and shipped to you, but if something is not right, we will make it right.
30-day guarantee on damaged or defective items
If your item arrives damaged, broken, or defective, contact us within 30 days of delivery and we will send you a replacement or a full refund, your choice.
How to request a replacement or refund
- Email us at infos@burnerincense.com within 30 days of delivery.
- Include your order number and clear photos of the damage or defect, and of the packaging if possible.
- We will review your request and reply within 2 business days.
- Once approved, we ship your replacement or issue your refund to the original payment method. Refunds usually appear within 5 to 10 business days, depending on your bank or PayPal.
In most cases you do not need to send the damaged item back. If we need it returned, we will tell you and cover the return shipping cost.
What is not covered
- Change of mind, or items that do not match your expectations in size, color, or style.
- Damage caused by misuse, accidents, or use of the product after delivery.
- Requests made more than 30 days after delivery.
- Backflow incense cones, which are sold separately.
Late or lost orders
If your order has not arrived within 30 days of shipping, or tracking shows it was lost, contact us and we will send a replacement or refund you.
Cancellations
To cancel an order before it ships, contact us as soon as possible. Once an order has shipped, it can no longer be cancelled.
Contact
Questions? Email us at infos@burnerincense.com.