Refund policy

At Incense Haven, we take pride in delivering premium-quality incense products. Your satisfaction is important to us, and we aim to make every purchase a smooth and enjoyable experience.

100% Satisfaction Guarantee

We stand behind our products with a 100% satisfaction guarantee. If something isn’t right, we’ll work with you to resolve it quickly and fairly.

Returns Eligibility

We accept returns within 14 days of delivery for the following reasons only:

  • Items that are faulty
  • Items that are damaged during transit
  • Incorrect items received

Due to the nature of our products, we do not accept returns for change of mind.

Condition of Returns

To be eligible for a return:

  • Items must be unused, unopened, and in original sealed packaging
  • Items must be in the same condition as received

For hygiene and safety reasons, opened or used incense products cannot be returned.

No Hassle Returns

We aim to keep returns simple and stress-free. If your order arrives damaged or incorrect, contact us and we’ll guide you through the process.

Damaged or Incorrect Items

If your order arrives damaged or incorrect:

  • Please contact us within 14 days of delivery
  • Include photos of the item and packaging

We will offer a replacement product at no additional cost.

Refunds are not provided in these cases unless required under Australian Consumer Law.

Return Shipping

  • Customers are responsible for return shipping costs
  • We recommend using a tracked shipping service, as we are not responsible for lost returns

Refunds

Where a refund is applicable under Australian Consumer Law:

  • Refunds will be issued to your original payment method
  • Processing time:
    • 1–3 business days for approval
    • 5–10 business days for funds to appear (depending on your bank)

Exchanges

  • We do not offer exchanges
  • If an item is unused and eligible, a refund may be processed instead
  • Opened or used items are not eligible for exchange or refund

Sale Items

All sale or discounted items are final sale and cannot be returned or refunded unless required under Australian Consumer Law.

Order Cancellations

Orders may be cancelled before they are shipped.

Once an order has been dispatched, it cannot be cancelled.

Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law (ACL).

Under the ACL, you are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality.

Contact Us

If you have any questions or need assistance with a return, please contact us:

Email: support@percoe.com
Website: https://incensehaven.net/