Return Goods Policy
We are happy to refund any product* purchased via www.tibetanincense.co.uk if the return procedure is started within 30 days of purchase (excluding delivery charges). Non-sale items purchased on our website can be returned for a refund within 30 days of purchase. Items that are part of the goblin miniatures sale or promotional products bought online can be returned for a refund within 14 days of purchase.
In all cases the returned items must be returned in the original state and returned with the original packaging where applicable. For online returns a Proof of purchase is mandatory, please state the order number and the billing card address.
All items must be shipped to tibetanincense.co.uk registered premises of business in the United Kingdom.
*Exclusions – products that have been personalised, digital products, gift vouchers, gift cards and any products that were part of a multi-buy promotion unless all items must be returned.
*This does not affect your rights if the product is faulty or misdescribed products.
All returned goods must be accompanied by a note of your details and order number.
Please note any postage incurred by returning the item(s) to us will not be refunded. If you need advice before you return an item, please contact us
Refunds are processed within 2 business days of our receiving the returned item.
Product Return Instructions:
Please Contact our Customer Service desk via the contact us form, live chat or on social media, the customer service desk will be able to assist you in starting a return claim.
Orders cancelled
You may choose to cancel an open order (processing) at any time up until 24 hours after you your payment has been made. If you choose to cancel after the goods have been dispatched, you will be responsible for all postage costs and are completely responsible for ensuring the items are returned to us in the same condition received.
If returned goods are not returned in the same condition received, we withhold the right to deduct up to 80% from the refund cost or refuse the return outright.
Damaged or Faulty Goods
If you have received a faulty or damaged item, you must inform tibetanincense.co.uk within 30 days of receiving the order. We will then offer a suitable resolution at no cost to yourself.
Other Returns
We quality check all items prior to shipping however if your item arrives damaged or we made a mistake on your order please contact us via the chat support box or via the contact us form and we will resolve any issues, free of charge.
Stolen Goods
tibetanincense.co.uk is only responsible for the delivery of items to the secure location of your property, this could be for example a mail box, post box or letter box. tibetanincense.co.uk is not responsible for items that are stolen from locations after tracking has been confirmed as delivered. It is the sole responsibility of the customer to secure mail boxes. tibetanincense.co.uk is not liable for any items stolen after a delivery has been made.