Returns & exchanges
Find out when you can return a product and how to contact us if there is a problem with your order.
Non-faulty incense and teaware
If you change your mind, we accept returns or exchanges of incense and teaware within 14 calendar days after receipt, excluding the day of receipt. Products must be unused, with their original appearance, functional properties, seals and labels intact where supplied. Please keep the packaging for safe return shipping. The buyer pays the return shipping cost in this case.
Faulty, damaged or incorrect products
Please contact us if a product is faulty, damaged or does not match your order. We will help arrange a replacement or refund. If the issue is our mistake or a faulty product, we cover any necessary return shipping. The unused-condition requirement and 14-day window for non-faulty returns do not limit your statutory rights regarding faulty products.
How to contact us
Message @charlyod on Telegram with your order number or other details that help us find your purchase, and explain the issue. For damage or an incorrect product, please include photos of the product and packaging if possible to help us investigate. Contact us before shipping anything back so we can provide the return address and instructions.
Refunds
We will agree the refund method with you and arrange the return of the product where necessary. We refund the amount paid for the product within the time limits required by law. These terms do not limit mandatory consumer rights under applicable law.