Refund policy
Return Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, contact us at contact@zenriverincense.com. Returns should be sent to:
Zen River Incense & More
1654 Mardon Dr. PMB 1046
Dayton, OH 45432
United States
We offer free return shipping — if your return is accepted, we'll send you a prepaid return shipping label along with instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or incorrect, so we can make it right.
Exceptions / Non-Returnable Items
Certain items cannot be returned, including perishable goods (such as food, flowers, or plants), custom or personalized products, and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please contact us if you have questions about your specific item.
We do not accept returns on sale items or gift cards.
Exchanges
The fastest way to get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Subscription Orders
Subscription orders are processed automatically on your selected billing cycle. You may cancel your subscription at any time before the next billing date to avoid being charged for the following cycle. Cancellations take effect at the end of the current billing period — you will continue to have access to your subscription until then.
Returned subscription items are subject to our standard return policy. If you receive a damaged or incorrect item as part of a subscription order, please contact us within 14 days of delivery for a replacement or refund.
EU customers have the right to withdraw from a subscription within 14 days of the first delivery under the EU Right of Withdrawal. To exercise this right, please submit a cancellation request through your customer account or contact us directly.
Refunds
Once we've received and inspected your return, we'll notify you of the outcome. If approved, your refund will be processed to your original payment method within 14 days of us receiving the returned item. Please allow additional time for your bank or credit card company to post the refund.
If 15 business days have passed since your return was approved and you haven't received your refund, please contact us at contact@zenriverincense.com.