Refund Policy

Thank you for shopping with Lhasa Remedy. We take great pride in the quality of our incense, and your satisfaction is important to us. Because our incense is handcrafted in small batches using natural materials, scent perception may vary from person to person.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Eligibility for Returns

For health and safety reasons, incense must be returned in its original packaging, including all original contents. You will also need to provide a receipt or proof of purchase. Returns involving used products may be reviewed on a case-by-case basis at our discretion.

Please note, custom orders and items marked as "final sale" are not eligible for return.

All returns are subject to review and approval by Lhasa Remedy.

How to Start a Return

To initiate a return, please contact us at [email protected] with your order number and details of your request.

If your return is accepted, we will provide you with:

  • The appropriate return shipping address.
  • A return shipping label, if applicable.
  • Full instructions on how and where to send your package.

Unless the return is due to our error or a verified defect, customers are responsible for return shipping costs.

Please do not send any items back without contacting us first. Unauthorized returns will not be accepted.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if you believe your item is defective, damaged, or if you have received the incorrect item.

Notification must be made within 7 days of receipt of your order.

To assist us, please provide your order number along with clear photos or videos of the product in question.

  • If available, we will provide a replacement free of charge.
  • If not available, we will offer a refund or a substitute item of equal value.

Exceptions / Non-Returnable Items

  • Custom products (such as special orders or personalized items).
  • Items marked as final sale.
  • Opened or partially used incense may not be eligible for return unless approved upon review.
  • Gift cards.

Please contact us if you have questions regarding a specific item.

Exchanges

If you wish to exchange an item, the fastest way is to complete the return process and, once accepted, place a new order for the desired item.

European Union 14-Day Cooling-Off Period

If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification.

As with our standard policy, the item must be in the same condition you received it, suitable for resale, with proof of purchase.

Refunds

Once we have received and inspected your return, or otherwise reviewed your request, we will notify you of the approval status of your refund.

  • If approved, your refund will be issued to your original payment method within 10 business days after processing.
  • Shipping fees and Seel worry-free delivery protections are non-refundable, unless the return is due to our error.

Processing times may vary depending on your bank or credit card company.

If more than 15 business days have passed since your refund was approved, please contact us at [email protected].

Order Cancellations

Once your order has been confirmed and sent to our warehouse for processing, we are unable to cancel it.

If you wish to check whether your order is still eligible for cancellation, please contact us as soon as possible at [email protected].

Shelf Life

Our incense products do not have a formal expiration date. Due to the nature of our materials and craftsmanship, they are designed to age gracefully and improve over time when stored properly.

For any further assistance, please contact us at [email protected].