Return and Refund Policy

HEARTANEW is committed to providing high-quality incense products. We sincerely hope you enjoy HEARTANEW products. However, if you are not entirely satisfied with the items you ordered, we are happy to accept returns/exchanges for unused, new condition items within the first 7 days of receiving your order.

  • A $15 shipping and restocking fee will be charged for returns. If you need an exchange, price differences will be calculated.
  • In special cases, if you receive a damaged/broken/missing/wrong item, such notifications must be sent no later than 48 hours after you receive the goods. The notification must include your name, email address, and images and a written description of the damaged/broken/incorrect item. You must also return the damaged item to us after we receive your damage notification. If you contact us within 48 hours of delivery, a $10 shipping fee will be charged; if you contact us more than 7 days after receiving the goods, we will no longer be able to process the package, as we consider this acceptance of the damaged/broken/missing/wrong package.

‼️Only one return per order is allowed.

Eligibility for Returns and Refunds

  • Return Period: Items can be returned within 30 days of the delivery date.
  • Condition of Items: Products must be in their original condition, unused, and in the original packaging with all tags attached.
  • Proof of Purchase: A copy of the order confirmation email or invoice is required to process the return.

Return Process

  • You can contact us at 【email：[email protected]】 to detail the reason for your return and provide pictures or videos of the product to support your claim, to initiate the return process.
  • We ship from multiple warehouses in China, so depending on where your order is shipped from, you must send it back to the same address. Return shipping charges may be
    $15 to $28.
  • We will respond with instructions, including the address to which you need to mail the product you are returning.
  • After sending back the goods, please contact us at 【email：[email protected]】 and attach necessary photos to prove that you have followed the instructions correctly.
  • To ensure your refund, use a trackable mail service; we are not responsible for lost or missing packages.
  • You will be responsible for paying the cost of returning the item, and the shipping fee is non-refundable.
  • Upon receipt of your package, we will inspect your product and process the exchange or refund. A refund receipt will be sent to the email address used for the original purchase.
  • ‼️Note: This policy does not cover misuse, accidental damage, water damage, or any abuse of the products you return.

Refund Process

  • Inspection: Once we receive the returned item, it will be inspected to ensure it meets our return criteria.
  • Refund Approval: If the item is accepted, we will process your refund via the original method of payment within 2 business days.
  • Refund Amount: The refund will cover the cost of the returned item(s) excluding the initial shipping costs. If the return is due to our error, we will also refund the shipping costs.

Damaged or Incorrect Items

If you receive a damaged or incorrect item, please notify our customer service team immediately. We will provide instructions for returning the item and issue a replacement or refund as appropriate.

Cancellations

Orders may be canceled before they are shipped. To cancel an order, please contact customer service as soon as possible. Once an order has been shipped, it cannot be canceled and will fall under our standard return policy.

Final Note

We aim to make the return and refund process as smooth as possible. If you have any questions or concerns, do not hesitate to reach out to our customer service team. Your satisfaction is important to us.

Thank you for shopping at [heartanew.com].