1. Return Eligibility & Conditions

• Customers have 14 days from the delivery date to request a return.
• Items must be unused, unopened, and in their original packaging to be eligible for a refund.
• Non-returnable items:
  • Opened or used products (e.g., incense, teas, smudging sticks, etc.).
  • Gift cards.

If you are unsure whether your item qualifies for a return, please contact us at [email protected] before sending it back.

2. Return Shipping Costs

• If an item is damaged or defective, Divine Senses will cover the return shipping costs and provide a prepaid shipping label.
• If you change your mind, you are responsible for the return shipping costs and must arrange your own return label. Return shipping costs are non-refundable.

3. Refund & Exchange Process

• Refunds are issued to the original payment method once the returned item is received and inspected.
• Customers may request a replacement instead of a refund, subject to product availability.

To initiate a return, please email [email protected] with your order number, reason for return, and supporting photos (if applicable).

4. Damaged or Defective Products

• If your order arrives damaged or defective, please contact us within 2 business days of receiving your package.
• You must provide clear photos of the damaged item(s) and packaging.
• Approved claims will be refunded to the original payment method. We do not offer replacements for damaged or defective items.

5. Order Cancellations

• Orders can be canceled within 1 hour of purchase for a full refund.
• After 1 hour, the order is considered processed and cannot be canceled.

If you need to cancel an order, please contact us immediately at [email protected] with your order number.

6. Processing Time for Refunds

• Once we receive and inspect your return, refunds are processed within 5-7 business days.
• Depending on your bank, it may take additional time for funds to appear in your account.

7. How to Request a Return

To initiate a return, please follow these steps:

1. Email [email protected] within 14 days of receiving your order.
2. Include your order number, reason for return, and photos (if applicable).
3. If your return is approved, we will provide further instructions.

8. Changes to This Policy

Divine Senses may update this Returns Policy from time to time. Changes will be posted on this page with an updated „Last Updated” date.

10. Contact Us

For any questions about returns, refunds, or exchanges, please contact us:

📧 Email: [email protected]
🌐 Contact Form: https://divine-senses.com/contact-us/
📍 Address: Divine Senses, Sunspan, Sandy Lane, RM16 4LR, Essex, United Kingdom