Cancellation Policy

Please note that returns due to personal reasons cannot be accepted.

For defective products, please send an email within 7 days of delivery with an attached photo clearly showing the defect. Once we verify the defect, we will issue a refund for the defective product.

If you wish to receive a refund for a defective product, please contact us by email within 7 days of receiving the item.

If you do not receive a reply within 3 business days, please contact us again.

Due to spam prevention measures involving domain restrictions, emails may not be delivered properly. Please ensure that your system can receive emails from the following domain:

info@wa-no-kaori-incense.com

  • Depending on your email service, email client, or antivirus software, our emails might be mistakenly identified as spam and not delivered properly.
    (This is particularly applicable for users of free email services such as Hotmail.)

In such cases, please check your spam folder or review the settings of your service or software.

Please note that we cannot accept defective products under the following conditions:

  • Products for which more than 7 days have passed since delivery
  • Used items
  • Items where the ordering party and the delivery address are different (except in cases of defective products)

 

The procedure is as follows:

1.Within 7 days of product arrival, please send an email containing the following information:

  • Name
  • Home address
  • Email address
  • Product name and number
  • Details of the defect (please include a photo in cases such as damage)
  • Order number (as indicated in the order confirmation email sent to you)

2.Once your email has been received, we will provide you with instructions for returning the product.
Please note that the return shipping fee will be covered by our shop.

3.Once the returned product has been received, we will initiate the refund process.

  • Returns for defective items are accepted only if the item is unused.
  • No restocking fees will be charged for refunds.
  • A refund will be processed within 3 business days after the returned item is received.