# 📦 Returns Policy
At **INCENSETEMPLE**, we prioritize customer satisfaction and aim to ensure a seamless shopping experience. Our return policy is straightforward, flexible, and customer-friendly. We welcome returns and replacements under the following conditions:
### 🔄 Eligible Return Reasons
1. **Wrong Product**: If you receive a product that does not match your order (Unboxing Video Required).
2. **Manufacturing Defect**: If the product has a manufacturing defect (Video Required).
3. **Damaged Condition**: If the product arrives damaged (Unboxing Video Required).
Return Process
A) CANCELLATION
For complete customer satisfaction, you can cancel your order within 12 hours of placing it. Please contact us at **ask@incensetemple.com*. Note that same-day or fixed-time delivery orders (e.g., Cakes & Flowers) cannot be canceled under any circumstances. If the order has already been dispatched, cancellation is not possible.
B) BREAKAGES
In the event of breakage or in-transit damage, send an unboxing video within 12 hours of delivery to **ask@incensetemple.com**, and we will address the issue promptly.
C) WRONG PRODUCT RECEIVED
If you receive a different product than what you ordered, please notify us immediately via chat support or email at **ask@incensetemple.com**. You may return the product unused and in its original packaging, including all accessories, for a refund or exchange within 24 hours of delivery. Our support team will guide you through the return pickup process.
### 💰 Refund Information
For returns not related to the above reasons, refunds will be processed after deducting shipping costs:
- **Domestic Shipping (India)**:
- 0-500 gm: ₹80
- 500-999 gm: ₹150
- 1 kg - 2 kg: ₹300
- Above 2 kg: ₹250 + ₹150 per additional kg
- **International Shipping**: Only the product cost will be refunded after deducting shipping costs.
If you have any queries, please reach out to us at **ask@incensetemple.com**.
### ⏳ Refund Timeline
Once the refund is initiated as per our Returns Policy, the expected timelines are as follows:
- **Online Refund**: 7 to 10 working days after initiation, depending on your bank.
Please note, refunds are initiated only after the successful return pickup and quality check of the returned item. The time taken by the courier to return the item may affect the refund initiation period. If there are any discrepancies, you may be asked to provide a screenshot of your bank statement at *ask@incensetemple.com**.
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# 🚚 Shipping Policy
This policy applies to all customers purchasing from **www.incensetemple.com**. For questions, please contact our customer service team via Call/WhatsApp: **+91 9868588687** (10:00 AM - 6:00 PM IST, Monday to Saturday).
### 📦 Order Processing Time
All orders placed before 12 PM (Monday to Saturday) are processed and dispatched the same day. Orders placed after 12 PM will be dispatched the following day. Weekend or public holiday orders will be sent out on the next business day.
### 🌍 International Orders
For international orders, we use FEDEX DHL Express, and most orders are delivered within 5-7 working days from the dispatch date, subject to customs clearance.
**Important**: Your package may incur import duties and taxes, which you are responsible for paying. We recommend checking with your local customs office for information on potential fees, as we cannot calculate these charges.
### 🔍 Tracking Your Order
Once your order has been dispatched, you will receive a confirmation email with tracking information. You can track your package directly on the carrier’s website.
