Refund policy
Last updated: October 19, 2026
Returns
You can return unopened, unused items within 14 days of delivery for a refund. Items must be in their original packaging and in the same condition you received them.
Because our products are natural goods and personal-use items, opened or used items (including frankincense, resins, oils, and incense) cannot be returned unless they arrived damaged, defective, or incorrect.
How to start a return
Email us at suadincense@gmail.com with your order number before sending anything back. We'll reply with return instructions. Returns sent without contacting us first may not be accepted.
For change-of-mind returns, you are responsible for return shipping costs.
Original shipping fees are non-refundable.
Damaged, defective, or wrong items
Please inspect your order when it arrives. If anything is damaged, defective, or not what you ordered, email us within 7 days of delivery with your order number and photos of the item and packaging. We'll send a replacement or issue a full refund, including shipping. In most cases you won't need to return the item.
Non-returnable items
• Opened or used products
• Sale or discounted items
• Gift cards
Exchanges
The fastest way to get a different item is to return the original for a refund and place a new order.
Order cancellations
You can cancel for a full refund any time before your order ships. Once it has shipped, the return terms above apply.
Lost or missing parcels
If your tracking shows delivered but you haven't received it, or your order hasn't arrived within the expected time, contact us and we'll help resolve it with the carrier.
Refunds
Once we receive and inspect your return, we'll email you to confirm whether it's approved. Approved refunds go back to your original payment method within 5 business days. Your bank may take additional time to post it.
European Union returns and cancellations
If you are a consumer in the European Union and purchase goods online, you may have the right to cancel your order within 14 days after the day you receive your goods for any reason, unless an exemption applies.
After you notify us that you wish to cancel, you must return the goods within 14 days.
We will refund eligible cancelled orders within 14 days after we are informed of your cancellation, but we may withhold the refund until we receive the goods back or receive evidence that you have sent them back.
For eligible cancellations, we will refund the product price and the cost of standard delivery, if you paid for delivery. We are not required to refund any additional amount paid for express or premium delivery beyond the cost of standard delivery.
To request a return, follow the instructions above under how to start a return. To request a cancellation, contact us.
United Kingdom returns and cancellations
If you are a consumer in the United Kingdom and purchase goods online, you may have the right to cancel your order within 14 days after the day you receive your goods, unless an exemption applies.
After you tell us you wish to cancel, you must return the goods to us within 14 days.
We will refund eligible cancelled orders within 14 days after we receive the returned goods or receive evidence that you have sent them back.
For eligible cancellations, we will refund the product price and the cost of standard delivery, if you paid for delivery. We may not refund any additional amount paid for express or premium delivery beyond the cost of standard delivery.
To request a return, follow the instructions above under how to start a return. To request a cancellation, contact us.
This policy does not limit any rights you may have under applicable consumer protection laws, including rights that may apply if goods are defective, not as described, not delivered within the required or agreed timeframe, or otherwise do not comply with applicable law.
Contact
To request a cancellation, start a return, ask about a return, or report a damaged item, email us at suadincense@gmail.com.