Refund policy

Return Policy

Thank you for shopping with Between Heaven & Earth Mfg Ltd. We take pride in the quality of our handcrafted incense, perfumes, and fragrance products. If you are not fully satisfied with your purchase, please review our return policy below.

Returns

We accept returns of unused and unopened items within 30 days of delivery.

To be eligible for a return:

Items must be unused, unopened, and in original condition.
Products must be returned in their original packaging.
Proof of purchase or order confirmation is required.

Due to the personal nature of fragrance and body care products, we cannot accept returns on opened or used items unless the item arrived damaged or defective.

Non-Returnable Items

The following items are not eligible for return:

Opened incense or perfume products
Used body care items
Clearance or final sale items
Gift cards
Custom or special-order products

Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

Please include:

Your order number
A description of the issue
Clear photos of the product and packaging

We will review the issue and work to provide a replacement, store credit, or refund where appropriate.

Return Shipping

Customers are responsible for return shipping costs unless:

The item arrived damaged
The wrong item was shipped
The product is confirmed defective

We recommend using a tracked shipping service for all returns, as we cannot guarantee receipt of returned items without tracking.

International Orders

For international returns, customers are responsible for:

Return shipping costs
Customs charges
Duties or brokerage fees associated with the return shipment

Original shipping charges, customs duties, taxes, and import fees are non-refundable.

If a shipment is refused by the customer and returned to us, any return shipping fees, customs charges, or carrier penalties incurred will be deducted from the refund amount.

Refunds

Once your return is received and inspected, we will notify you regarding approval of your refund.

Approved refunds will be issued to the original payment method within 5–10 business days, depending on your payment provider.

Shipping charges are non-refundable unless the return is due to our error.

Exchanges

We currently do not offer direct exchanges through our online store. If you would like a different product, please place a new order after your return has been approved.

How to Start a Return

To request a return, please contact us through our website contact form:

Between Heaven & Earth Contact Page