Return & Refund Policy

At My Store, we want you to be fully satisfied with your purchase of our incense products. If you need to return an item, here is our process and the conditions that apply.

Return Eligibility and Timing

You have 30 days from the delivery date to return any unused incense item in its original packaging and condition. Returns after this 30 calendar day period cannot be accepted.

How to Initiate a Return

Visit the contact form on our website and send us a message including your order number and details of the item(s) you wish to return.
We will reply with the correct return address and instructions to follow.

Return Shipping Costs

Customers are responsible for paying the shipping costs to return the item, except in the following cases where we cover the return shipping:

The item arrived damaged, broken, or leaking.
You received an incorrect or wrong item.

Damaged, Defective, or Incorrect Items

If your order arrives damaged or incorrect, please contact us within 7 days of delivery and include a photo if possible. We will provide:

A replacement for the item, or
A full refund, depending on your preference.

Refund Processing

Once we receive and inspect your returned item, we will process your refund back to the original payment method within 5-10 business days. Please note the time for the refund to appear in your account depends on your bank or payment provider.

Non-Returnable Items

We cannot accept returns or issue refunds for the following:

Burned incense sticks or any used product.
Items marked as final sale.
Returns submitted after the 30-day return window.
Gift cards.

Returns for Gifts

If you are returning a gift purchased from My Store, we can provide store credit instead of a refund to the original payment method. Please inform us of this preference when initiating the return.

Additional Information

We encourage you to contact us before shipping any returns to ensure eligibility and prevent any inconvenience. My Store reserves the right to refuse returns that do not comply with these policies, but we will clearly explain any refusals.