Refund policy

Our Promise to You

At Incensum Candles, every product is made by hand with care, devotion, and attention to quality. We stand behind everything we make. If something is not right with your order, we want to hear from you.

Returns

Due to the handmade and consumable nature of our candles, we are unable to accept returns on opened or used products. If your item is unopened and in its original condition, you may request a return within 14 days of the delivery date.

To initiate a return:

  1. Email us at [your email address] with your order number and reason for return
  2. Wait for return authorization — do not send items back without authorization
  3. Ship the item back in its original packaging at your own expense
  4. Once received and inspected, your refund will be processed within 5–7 business days

Return shipping costs are the responsibility of the customer unless the return is due to our error.

Refunds

Once we receive and inspect your returned item, we will notify you by email of the approval or rejection of your refund. Approved refunds will be credited to your original payment method within 5–7 business days. Please note that your bank or credit card company may require additional processing time before the refund appears on your statement.

Damaged or Defective Items

If your candle arrives damaged or defective, please contact us within 48 hours of delivery at hello@incensumhome.com with:

  • Your order number
  • A clear photo of the damaged or defective item
  • A brief description of the issue

We will send a replacement or issue a full refund at no additional cost to you. We do not require you to return damaged items.

Wrong Item Received

If you received the wrong item, please contact us within 48 hours of delivery with your order number and a photo of the item received. We will ship the correct item to you at no charge.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Opened or used candles
  • Items marked as final sale or discounted
  • Gift cards
  • Items damaged due to improper use or failure to follow candle safety guidelines

Exchanges

We do not offer direct exchanges at this time. If you would like a different product, please return your eligible unopened item for a refund and place a new order.

Order Cancellations

Orders may be cancelled within 24 hours of purchase for a full refund. After 24 hours, your order may already be in production and cancellation may not be possible. Please contact us as soon as possible at hello@incensumhome.com if you need to cancel.

Pennsylvania Consumer Protection

Our return and refund policy is offered in compliance with the Pennsylvania Unfair Trade Practices and Consumer Protection Law (UTPCPL). Pennsylvania residents retain all rights afforded to them under applicable state and federal consumer protection law.

Contact Us

If you have any questions about your order, a return, or a refund, please don't hesitate to reach out. We are a small business and we genuinely care about every customer.

📧 hello@incensumhome.com 📍 Carnegie, Pennsylvania

We aim to respond to all inquiries within 1–2 business days.