Refund & Returns Policy

1. Eligibility for Refunds

We only accept returns and issue refunds for the following circumstances:

1.1 Damaged or Defective Products

• Must report within 48 hours of delivery
• Photographic evidence required
• May require return of damaged product

1.2 Incorrect Items Shipped

• Must report within 48 hours of delivery
• Photographic evidence of received items required
• We will ship correct items or issue refund

1.3 Undelivered Packages

• Must wait 15 business days past estimated delivery
• Requires carrier investigation confirmation
• Reshipment or refund at our discretion

2. Non-Refundable Situations

We do not offer refunds or returns for:

• Customer dissatisfaction with product effects
• Change of mind after purchase
• Failure to receive package due to incorrect shipping address
• Seizures by customs or law enforcement
• Products that have been opened or used

3. Refund Process

3.1 How to Request a Refund

1. Email us at contact@herbalincense-usa.com within 48 hours of delivery
2. Include your order number and detailed issue description
3. Attach photographic evidence if applicable

3.2 Refund Methods

• Refunds will be issued via original payment method when possible
• Cryptocurrency refunds may be issued as store credit
• Processing time: 5-10 business days after approval

3.3 Partial Refunds

In some cases, we may issue partial refunds at our discretion.

4. Order Cancellations

4.1 Before Shipping

Orders can be cancelled if request is received before processing (typically within 12 hours).

4.2 After Processing

Once order is processed (payment confirmed and label created), cancellations are not possible.

5. Chargeback Policy

6. International Orders

• We are not responsible for customs seizures or import taxes
• No reshipments or refunds for confiscated packages
• Customers are responsible for knowing their local laws