Refund policy

Thank you for shopping with us! Here at Panda Incense, we want you to love your purchase. Feel free to reach out to us at support@pandaincense.com if you have any questions! We’d love to help!

1. Returns Window
You have 14 calendar days from the date you received your item to initiate a return.

2. Eligibility Criteria
To be eligible for a return, your item must be:

  • Unopened and unused — Due to the nature of fragrance products, we are unable to accept returns on incense that has been opened, used, or burned, as the scent cannot be restored to its original condition.
  • In the original packaging with all seals intact.
  • Accompanied by a receipt or proof of purchase.

Non-returnable items: Gift cards, opened or used incense products, custom items, and clearance items.

3. Return Process

  1. Contact our support team at support@pandaincense.com to state the reason for return, attach product or box pictures, and request a Return Merchandise Authorization (RMA) number. We will respond within 24 - 48 hours.
  2. Pack the item securely in the original packaging.
  3. Ship the item to the following address:
    15/F, Grand Plaza Office Tower Two, 625 Nathan Road, Mong Kok, Kowloon, Hong Kong
    We recommend using a trackable shipping service or purchasing shipping insurance. We cannot assume responsibility for packages lost or damaged in transit. The original shipping charges are not refundable. Pack your return in a sturdy box with adequate padding to protect the item.

4. Return Shipping Costs

  • Defective or Incorrect Items: If the return is a result of our error (e.g., wrong or damaged item), we will pay the return shipping costs.
  • Change of Mind: For non-defective items returned for a refund, the customer is responsible for the return shipping costs. The original shipping cost is non-refundable.

5. Refunds
Once your return is received and inspected, we will send you an email notification.

  • Approval: If approved, your refund will be processed within 5-10 business days to your original payment method.
  • Partial Refunds: Items not in original condition, damaged, or missing parts may qualify for partial refunds.
  • Damaged in Transit: If your incense arrives damaged, please provide photos within 7 calendar days of delivery for a replacement or refund.