Refund Policy

Please note that information about order cancellations is provided separately in our FAQs.
The following policy applies specifically to returns and refunds for defective products.

Returns Due to Personal Reasons

Returns or exchanges requested for personal reasons (e.g., change of mind, wrong item ordered) cannot be accepted.

Returns and Refunds for Defective Products

If you receive a defective or damaged product, please contact us by email within 7 days of delivery and attach a photo clearly showing the defect.
Once the defect is confirmed, we will issue a refund for the defective item.

If you do not receive a reply from us within 3 business days, please contact us again.

Email Delivery Notice

Due to spam-prevention filters or domain restrictions, our emails may not be delivered correctly.
Please ensure that your system can receive messages from:

info@wa-no-kaori-incense.com

Depending on your email service, mail client, or antivirus software, our emails may be mistakenly marked as spam (particularly for users of free email services such as Hotmail).
If you do not see our response, please check your spam folder or review your filtering settings.

Cases Where Returns Cannot Be Accepted

We cannot accept returns for defective items under the following conditions:

  • More than 7 days have passed since delivery
  • The item has been used
  • The ordering party and the delivery address are different (except in cases where a defect is confirmed)

Return Procedure

If you wish to request a return/refund for a defective product, please email us within 7 days of product arrival with the following information:

  • Name
  • Home address
  • Email address
  • Product name and item number
  • Description of the defect (please attach a photo for cases such as damage)
  • Order number (as shown in the order confirmation email)

Once we receive your email, we will provide detailed return instructions.
Return shipping fees will be covered by our shop.

Refund Process

  • Returns for defective items are accepted only if the item is unused.
  • No restocking fees will be charged.
  • Your refund will be processed within 3 business days after the returned item is received.