退款政策

Return & Refund Policy

15-Day Return Window for Damaged or Incorrect Items Only
Due to the delicate nature of our handcrafted Tibetan incense, we do not accept returns for items in perfect condition. Returns are only accepted if your item is defective, damaged, or incorrectly sent.

If your item qualifies, you have 15 days after receiving it to request a return. To start a return, contact us at info@sumazen.com
.

Eligibility

Item must be in the same condition as received (defective or damaged items only).

Original packaging must be intact.

Receipt or proof of purchase is required.

Return Process

Once your return is approved, we’ll provide a return shipping label and instructions.

Items sent without prior approval will not be accepted.

Damages and Issues
Please inspect your order upon arrival. If the item is defective, damaged, or incorrect, contact us immediately at info@sumazen.com
 so we can resolve the issue promptly.

Non-Returnable Items

All items in perfect condition (including undamaged incense) cannot be returned.

Personalized, custom, or special-order items are non-returnable.

Exchanges

To exchange an item, please return the defective or incorrect product first, then place a separate order for the new item.

European Union 14-Day Cooling-Off Period

EU customers have the right to cancel or return defective or incorrect items within 14 days.

Items must meet the eligibility criteria above.

Refunds

Once we receive and inspect your approved return, you’ll be notified.

Approved refunds will be issued to your original payment method within 10 business days.

If more than 15 business days have passed since approval, contact info@sumazen.com