Refund policy

Return and Refund Policy

At In Time Incense, we craft each product with care and intention in small batches with our local artisans. While we hope you find joy in every item you receive, we understand that sometimes things may not go as planned. This policy outlines how we handle returns and refunds in the rare event of an issue.

Please take a moment to read this policy carefully before making a purchase.

1. Change of Mind

We do not accept returns, refunds, or exchanges for change-of-mind purchases. Each product is thoughtfully designed and carefully checked to ensure it meets our high standards. We encourage you to review your order thoroughly before completing your purchase.

Please note on purchases for our ceramic holders there will be no refunds accepted based on it's appearance  they are each individually handcrafted and painted and will vary piece by piece.

2. Ceramic Incense Holder Disclaimer

Our ceramic holders are individually handcrafted and painted by skilled artisans, making each piece truly unique. Variations in appearance, colour, and finish are a natural part of the handcrafted process and add to their charm.

As such, we do not accept returns or refunds for ceramic holders based on their appearance.

If a ceramic holder is faulty (e.g., damaged in transit or defective), please refer to our Faulty or Defective Products policy below.

2. Faulty or Defective Products

We’ve worked hard to design protective packaging to ensure your products arrive safely and in perfect condition. However, if there’s ever an issue, your purchase is protected under the Australian Consumer Law (ACL), which guarantees that goods:

• Are of acceptable quality.
• Match the description provided.
• Are fit for their intended purpose.

If you believe your product is faulty, damaged, or defective upon delivery, we are here to help.

1. Contact us at hello@intimeincense.com within 7 days of receiving your order.
2. Provide your order number and a detailed description of the issue, including photos.

Once we assess the product and confirm the fault, we will offer one of the following solutions:

• A replacement product.
  
• A discounted or full refund to your original payment method.
• Store credit for future purchases.

For faulty items that need to be returned to us, we will provide you with return instructions and cover the shipping costs.

5. Refund Processing

Once your refund has been approved, we will process it to your original payment method. Refunds typically take 3-7 business days to appear in your account, depending on your payment provider.

6. Items Not Eligible for Refunds or Returns

We are unable to offer refunds or accept returns for the following:

• Items damaged due to misuse, neglect, or improper handling.
• Change-of-mind purchases
• Variations in the appearance of our handcrafted ceramic holders, as each piece is individually made and beautifully unique.
• Gift cards or promotional items.

If you have any further questions about our Return and Refund Policy or need assistance, please contact us at hello@intimeincense.com.