Refunds and Returns Policy for Pure Herbal Incense USA

At Pure Herbal Incense USA, we take pride in the quality of our natural herbal incense products and strive to ensure complete customer satisfaction. If for any reason you are not happy with your purchase, please review our policy below:

1. Eligibility for Returns

   • Returns must be initiated within 30 days from the date you receive your order.

   • Items must be unused, in their original condition, and in the original packaging.

   • Products that have been used or altered in any way are not eligible for a refund or exchange.

   • Customized or personalized items are not eligible for return unless they arrive damaged or defective.

2. Return Process

   • To begin a return, please contact our customer service team at (859) 428-8642 with your order number and a brief explanation of the issue.

   • You will be provided with instructions on how to return your item, which may include a return shipping label and further documentation.

   • Please ensure that you follow the provided instructions carefully to avoid any delays in processing your return.

3. Refunds

   • Once the returned item is received and inspected, we will notify you regarding the status of your refund.

   • If the return is approved, a refund will be issued to your original method of payment.

   • Please note that processing times may vary depending on your bank or payment provider.

   • Shipping charges are non-refundable unless the return is a result of our error or the product is defective.

4. Exchanges

   • If you would like to exchange an item for a different product, please initiate the return process first and then place a new order for the item you desire.

   • Should you need assistance with an exchange, our customer service team is available to help guide you through the process.

5. Damaged or Defective Items

   • If you receive a product that is damaged or defective, please contact us immediately with your order details and photographic evidence of the damage or defect.

   • We will work with you to provide a replacement, exchange, or refund based on the nature of the issue.

6. Non-Returnable Items

   • Items marked as “Final Sale” or those that, due to their nature, cannot be returned (including certain limited-edition, personalized, or special order items) are not eligible for a refund or exchange unless they arrive damaged or defective.

7. Additional Information

   • Pure Herbal Incense USA reserves the right to modify or update this Refunds and Returns Policy at any time. Any changes will be reflected on this page with an updated effective date.

   • For any questions or further assistance regarding returns or refunds, please contact our customer service team at (859) 428-8642.

By initiating a return or requesting a refund, you agree to the terms of this Refunds and Returns Policy. We appreciate your business and are committed to ensuring your satisfaction with our products.