Effective Date: January 1, 2026
Thank you for shopping with Incense Moment. We want you to feel calm and confident with every purchase.
1. Our Promise
We craft each product with care. If something isn’t right, we’re here to help.
2. Returns
You may request a return within 30 days of delivery. To be eligible for a refund, the products must be unused, unopened, and in their original resalable condition.
To help you experience our scents with confidence, we include a small sample of your chosen fragrance with every order. We invite you to try the sample first — if the scent isn’t quite what you were hoping for, simply return the unopened full-size product to us. The sample is yours to keep and does not need to be returned.
3. Items Not Eligible for Return
For hygiene and safety reasons, the following items cannot be returned:
- Incense products that have been opened or used
- Burners, holders, or accessories that show signs of use
- Customized or made-to-order items
- Clearance or final sale items
- Complimentary samples or gifts
Any item that has been used, altered, or is not in its original resalable condition will not be accepted.
4. How to Request a Return
Please contact us at support@cloudincense.com before sending anything back. Our Customer Care team will provide you with return instructions and the appropriate shipping address. Unauthorized returns may not be accepted.
5. Return Shipping
Customers are responsible for return shipping costs, unless the item is defective, incorrect, or damaged upon arrival. In those cases, we will cover the return shipping or provide a prepaid label.
6. Refunds
Once we receive and inspect your return, we will notify you of the approval status. Approved refunds will be processed within 7 business days to your original payment method. Please note that your bank may require additional time to post the credit.
7. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery at support@cloudincense.com with clear photos of the issue. We will promptly arrange a replacement, refund, or other solution to make things right.
8. International Orders
For international orders, any customs duties, taxes, or import fees paid at the time of delivery are non-refundable, as we are unable to recover these costs on your behalf.
9. We’re Here for You
Your satisfaction means everything to us. If you have any questions about your order, need help with a return, or simply want to share your thoughts, please don’t hesitate to reach out. Our dedicated Customer Care team is ready to assist you with warmth and care.
Incense Moment
Email: support@cloudincense.com
Address: No. 38 Haixin Street, Nan’an District, Chongqing, China
Thank you for being part of our ritual circle. We are honored to accompany your moments of calm.