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• At myincensewaterfall.com, we have a hassle-free return policy. You can return your items within 30 days from the delivery date of your order for any reason.
• We kindly ask you to return the products in their original packaging.
• All returned products will be fully refunded as long as they have not been used or damaged.
• If any item is damaged during the return due to insufficient packaging, we may offer a partial refund at our discretion.
• During the return period, you are allowed to open the packaging and test the product, just like you would in a regular store, to ensure it functions correctly.
• However, please refrain from excessive testing beyond what is necessary.
• If the product loses value due to excessive handling, we may reduce the refund amount.
• If you do not want a sealed package, it is best to leave the packaging intact as much as possible and properly reseal it.
• Opening a sealed package will make it difficult for us to accept the return. Once you have filled out and submitted the return request to our email at info@myincensewaterfall.com, you will receive an email within 48 business hours with the return address or a return label.
• If you received a product in poor condition or with a factory defect return is Free, you only need to download and print the label.
• In the case of voluntary returns (such as purchasing the wrong product, it doesn't fit, or you simply changed your mind), you are responsible for the logistics and cost of the return shipping.
•  For your refund, we will use the same payment method you used for the initial transaction unless you explicitly agree otherwise.
• The refund will be processed promptly and without any additional charges.
• We may withhold the refund until we receive the returned goods or until you provide proof of return, whichever happens first.
• You have 30 calendar days from the delivery date to return a product and receive a refund for the amount paid.
• To meet the deadline, simply send your communication regarding the exercise of your right to return before the expiration of the 30-day period.

Who pays the return costs?

return case

Who pays the return cost?

Defective products: This applies when the product is incorrect, damaged by the transport company, has a factory defect at the time of delivery, or if you have received a product other than what you purchased. In such cases, please contact us as soon as possible, within 48 hours of receipt, and attach photos of the product's condition.

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Who pays for returns if the customer has changed his mind, is not satisfied, or does not want the product?

The buyer

Exchanges:

The most efficient way to obtain the desired item is to initiate a return for the item you currently have. Once the return is accepted, you can then proceed to make a separate purchase for the new item.

Do you have restocking fees?

No, the return at myincensewaterfall.com is free, according to the aforementioned conditions, there is no supply charge.

Return and refund procedure

To receive a refund for the returned product, please follow the step-by-step procedure below:

Step 1. Inform myincensewaterfall.com  by email, sending your return request to info@myincensewaterfall.com. must include the following information: the order number, the product reference, and the reason for the return. 

Step 2. Process the return request.  Once the return request has been sent, our returns department staff will contact you within a maximum period of 2 working days and will provide you with the return address or a return logistics label, if the case is by the points, previously mentioned. 

Step 3. Return of your product.  You must return the product without undue delay, taking into account the times indicated in this case, within 30 days, from the day you receive the order.

Step 4. The refund term is within 10 days. myincensewaterfall.com  will refund all payments received from you, without undue delay and, in any case, no later than 10 days from the day you informed us of your decision to terminate the contract. 

The issued refund should appear in the payment method you used within 2-3 business days. If you have not received your refund within 2-3 business days, please check your bank account again. Contact your bank or credit card company. It may take a while before the refund is officially released. If you have done all this and still have not received your refund, please contact us at info@myincensewaterfall.com.

Order Cancellation: 

To cancel an order, please contact us immediately after the purchase by email at info@myincensewaterfall.com, indicating your request for cancellation (please note that you have a maximum of 3 hours from the time of purchase to request a cancellation). The refund will be issued using the same payment method. Once the package has been shipped, the order cannot be canceled.