Exchange and Returns Policy 

We hold a fundamental belief that you will find great delight in the products you acquire from Atmosphere Incense. Our team exerts considerable effort to ensure that every product is meticulously chosen to cater to your discerning tastes. However, we recognize that, on rare occasions, a product may fall short of your expectations. In such an event, we cordially invite you to familiarize yourself with our return policy.

 

Change of Mind

Should you wish to return an undamaged product due to a Change of Mind, kindly include your product and all of its accompanying accessories (such as an Incense Holder or Samples) in its packaging, together with the original receipt (or gift receipt), within 14 days from the date of receipt*. We will then extend to you the option of an exchange or refund, based on the original payment method. Moreover, please take note of the following guidelines:

1. If you wish to return an item due to a Change of Mind, please note that you will be responsible for covering both the return cost and the original delivery cost. 
2. If your initial order was eligible for free shipping, please be advised that returning more than 50% of the total order amount will require you to pay a flat rate equal to the original shipping fee.
3. You may return a maximum of five identical products at one time.
4. If you return an item with a gift receipt, we will offer you an Atmosphere Gift Card to be used for your future purchases. 
5. Returns due to a Change of Mind cannot be accepted if the items have been used, the packaging has been opened, or the original receipt is unavailable.

*Date of receipt pertains to the date recorded in our delivery tracking system by our courier partners.

 

Faulty Products or Incorrect Orders

If you have received items that are damaged, faulty, or do not correspond with your order, we kindly invite you to follow our simple steps stated on our Exchange and Returns Page for initiating a return within 14 days from the date of receipt*. Upon receipt of your request, our team will evaluate your eligibility for a replacement with new products and provide you with the relevant instructions. Additionally, we would like to advise you to review the following guidelines:

1. All requests for an exchange or refund of products damaged during shipping will be assessed on a case-by-case basis, and are subject to a thorough review process.
2. For all returns and exchanges that are eligible due to damage, faults, or incorrect orders, Atmosphere will assume responsibility for covering the costs of return as well as shipping, which will be fulfilled through our trusted logistics partner.
3. If you opt to utilize your own courier or logistics provider for the return process, please be advised that you will be responsible for covering the associated costs.
4. Please also note that in order to initiate the replacement or refund process, it is necessary for you to first return the damaged items to us.

*Date of receipt pertains to the date recorded in our delivery tracking system by our courier partners.

 

 Missing Items 

At Atmosphere, we undertake all possible measures to ensure that your order is shipped and delivered promptly and in optimal condition. However, there may be isolated instances where certain items may be missing from your order due to human error, although such occurrences are highly uncommon. Should this situation arise, kindly reach out to our Customer Service team following the simple steps stated on our Exchange and Returns Page, who will gladly arrange for replacement of the missing products. Furthermore, please take note of the following guidelines:

1. For larger orders, it is possible that certain items may be delivered in separate parcels, which may arrive at different times. Therefore, if you find that some items appear to be missing from your order, it may be due to this arrangement. Rest assured, there is no cause for alarm, as your complete order will be delivered to you as intended.
2. For all eligible missing orders, Atmosphere will cover the cost of shipping any missing items to you via our trusted logistics partners.

 

General Terms & Conditions 

Time Limit for Exchange & Return: Customers are required to initiate any exchange or return requests within 14 days from the date of receipt*.

Condition of Product: In order to be eligible for a return or exchange, products must be returned in their original condition with all tags and packaging intact. If a product has been used, damaged, or altered, our team will assess it on a case-by-case basis, and the customer may not be eligible for a return or exchange.

Approval of Exchange & Return: Atmosphere Incense reserves the right to approve or deny any returns or exchanges, based on their discretion and the condition of the product(s).

Value of Exchange: Please note that when exchanging an item, the new item must be of equal or greater value than the previous item. If the new item has a lower value, the difference will be refunded to you in the form of store credit to be used towards a future purchase.

*Date of receipt pertains to the date recorded in our delivery tracking system by our courier partners.

 

 How to Return a Product

1. Contact our Customer Service team using one of the following methods: a Contact Form, Live Chat, or by sending an email to contact@atmosphereincense.com. Be sure to provide us with your Order Number, the items you want to return, reasons for the return, and photographs of the order (applicable for faulty or damaged items).

2. After we receive and approve your return request, we will send you an email with instructions on how to prepare the items for return to our warehouse.

3. Please pack the items securely, including all original packaging, and hand them to our delivery partner according to the instructions provided in the email.

4. Once we receive your returned item, we will process your refund within 14-30 days and issue the refund to your original payment method.

 

How to Exchange a Product

1. Contact our Customer Service team using one of the following methods: a Contact Form, Live Chat, or by sending an email to contact@atmosphereincense.com. Be sure to provide us with your Order Number, the items you want to exchange, reasons for exchanging, and photographs of the order (applicable for faulty or damaged items).

2. Our team will guide you through the exchange process and provide instructions on how to proceed based on your specific situation.

3. Depending on your case, we will work with you to ensure that you receive your exchanged items as soon as possible.