Scent is personal.
A fragrance that feels grounding to one person may feel completely different to another. That is why INNERGY offers a return policy designed specifically around discovering incense.
We call it our 30-Day Scent Promise.
Unopened Products
Unused and unopened products may be returned within 30 days of delivery.
Products must be in their original packaging and in resalable condition.
Unless the return is caused by an error on our part, customers are responsible for return shipping costs.
Original shipping charges are not refundable.
Please contact us before returning any item. We will provide the appropriate return instructions.
Do not send returns directly to an Amazon fulfillment center unless instructed by us.
Tried the Scent but It Wasn’t for You?
We understand that incense cannot truly be understood until it is burned.
For a customer’s first order, if you have tried only a small number of sticks and genuinely feel the scent is not right for you, contact us within 30 days of delivery.
Depending on the circumstances, we may offer a one-time scent exchange or store credit to help you discover a scent that better suits you.
Opened incense is generally not eligible for a cash refund unless the product is defective or incorrect.
Our Scent Promise is intended for genuine scent discovery and may be limited in cases of repeated claims, excessive product use, abuse of the policy, or unusually high return activity.
Our Philosophy
If a scent isn’t right, we would rather help you find one that is.
Tell us what felt different from what you expected:
Too woody? Too subtle? Too intense? Too floral?
Our team can help guide you toward another INNERGY scent.
Damaged, Defective or Incorrect Products
If your order arrives damaged, defective or incorrect, please contact us within 7 days of delivery.
Please include:
- Your order number
- A short description of the issue
- A clear photo of the product and packaging
Once verified, we will arrange an appropriate replacement or refund at no additional cost to you.
Missing Items
If part of your order is missing, please check whether the order was shipped in multiple packages.
If all shipments have arrived and an item is still missing, contact us within 7 days.
Refunds
Approved refunds are issued to the original payment method.
Once processed by us, refunds usually appear within 5–10 business days, depending on your bank or payment provider.
Shipping charges are generally non-refundable unless the return results from an INNERGY fulfillment error or defective product.
Final Sale Items
Items clearly marked Final Sale at the time of purchase are not eligible for standard returns unless they arrive damaged, defective or incorrect.
Start a Return or Scent Promise Request
Email:
[CustomerService@innergyincense.store]
Subject:
Return / Scent Promise – Order #[ORDER NUMBER]
