Missing or Damaged Cartons
When losses involve damaged or missing cartons, contact the delivery carrier for instructions on filing a claim first. Then please notify us. Any other discrepancy such as missing items should be reported to Divine Incense within 7 days of receipt of goods.
Wrong or damaged Items
In the event that you receive a wrong item due to our error please contact us with the following information: Order ID # or Invoice #, Item Code & Quantity and a photo of damaged item/s. Make a note that an exchange may not be possible for some items, in that case a credit will be given to you.
We understand that from time to time you may wish to return a product to us. We have created this 15-day return policy to enable you to return products to us in appropriate circumstances. You will be entitled to return a product to us where:
(a) we receive the returned product within 15 days following the date of purchase of the product;
(b) the returned product is unused, in its original packaging, with any labels still attached, and otherwise in a condition enabling us to sell the product as new.
No merchandise will be accepted for return without prior authorization. Return shipping paid by customer. Refunds credited minus shipping.
We will give you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy excluding the original delivery charges and excluding the costs of returning the product to us. Once your return is received and inspected by us, your refund will be processed and credit will be issued to your credit card or applied to your account, whichever option you prefer.
International Order Returns
All international sales are final and can not be returned. For incorrect or damaged items, we may be able to provide credit towards future orders, after review of a photo.