Refund policy
Our Return Policy
We want you to love what you receive. If something isn't right, here's how we handle it.
Trial Sample Included
Every incense order includes a complimentary trial stick, so you can experience the scent before opening the full product. If the fragrance isn't for you, return the unopened product — no questions asked.
14-Day Return Window
You may request a return within 14 days of receiving your order. To be eligible:
- The product must be unopened and in its original packaging
- Incense products that have been opened or used cannot be returned due to hygiene reasons
- Incense holders must be in original condition with all packaging intact
How to Start a Return
Contact us at support@sandalwoodritual.com with your order number and reason for return. We'll respond within 2 business days with return instructions.
Return Shipping
Customers are responsible for return shipping costs. We recommend using a trackable shipping service, as we cannot process refunds for items we don't receive.
Damaged or Defective Items
If your order arrives damaged, contact us within 48 hours of delivery with photos of the damage. We will either:
- Send a replacement at no additional cost, or
- Issue a full refund (including original shipping)
You do not need to return damaged items unless we specifically request it.
Refund Processing
Once we receive and inspect your returned item, we'll notify you of the approval status. Approved refunds will be processed to your original payment method within 7–10 business days.
Exchanges
We do not offer direct exchanges. To get a different scent, please return the original item for a refund and place a new order.
Non-Returnable Items
- Opened incense products
- Gift cards
- Items returned after the 14-day window
Questions?
Contact us at support@sandalwoodritual.com