Refund policy

RETURNS

We have a 30-day return policy, which means you have 30 days after receiving your order to request a return.

To be eligible for a change-of-mind return, items must be unused, unopened, and in their original packaging.

Because incense is a consumable aromatic product, opened or used incense cannot be returned for change-of-mind reasons.

To request a return, contact us at customer@gobyincense.com with your order number or other proof of purchase. If your return is accepted, we will provide instructions on how and where to send your package.

Please do not send items back without contacting us first. Returns sent without prior approval may not be accepted.

RETURN SHIPPING AND REFUND AMOUNTS

For eligible change-of-mind returns, customers are responsible for return shipping costs.

Original shipping charges are non-refundable for change-of-mind returns.

For orders that qualified for complimentary shipping, we do not retroactively charge or deduct the original shipping cost if an eligible item is returned.

We do not charge a restocking fee.

Refunds for discounted items are based on the amount actually paid.

If an item arrives damaged or incorrect, or an item is missing, any necessary return or replacement shipping will be covered by GOBY INCENSE once the issue is confirmed.

DAMAGED, INCORRECT OR MISSING ITEMS

Please inspect your order when it arrives.

If your order arrives damaged, incorrect, or with an item missing, please contact us at customer@gobyincense.com within 7 days of delivery.

Include your order number and, for damaged or incorrect items, clear photos of the item and packaging. We’ll review the issue and, once confirmed, arrange an appropriate replacement or refund at no additional cost to you.

EXCEPTIONS / NON-RETURNABLE ITEMS

Opened or used incense cannot be returned for change-of-mind reasons.

If you are unsure whether your item is eligible for return, please contact us at customer@gobyincense.com before sending anything back.

Nothing in this policy limits any rights you may have under applicable consumer protection laws.

EXCHANGES

We do not offer direct exchanges for change-of-mind returns.

The fastest way to receive a different item is to return the item you have, if eligible, and place a separate order for the new item once your return has been accepted.

This does not affect replacements arranged for confirmed damaged or incorrect items.

REFUNDS

We will notify you once we have received and inspected your return and let you know whether your refund has been approved.

If approved, the refund will be issued automatically to your original payment method within 10 business days.

Please remember that your bank or credit card provider may require additional time to process and post the refund to your account.

If more than 15 business days have passed since we approved your refund, please contact us at customer@gobyincense.com.

CONTACT

If you have any questions about a return or refund, contact us at customer@gobyincense.com.