Refund policy

Refund & Return Policy

Refund & Return Policy

We hope you’re pleased with your order. If something isn’t right, we’re here to help.

Returns

We accept returns within 14 days of delivery.

To be eligible for a return, items must be:

  • unused
  • unopened
  • in their original packaging
  • in the same condition as received

For hygiene and product integrity reasons, we cannot accept returns on items that have been opened, used, or burned.

Non-Returnable Items

The following items are not eligible for return unless they arrive damaged, defective, or incorrect:

  • opened incense products
  • used incense products
  • gift cards
  • final sale items
  • customised or personalised items, where applicable

How to Request a Return

To request a return, please contact us at [stillsanctuary@hotmail.com] within 14 days of receiving your order.

Please include:

  • your order number
  • the item(s) you would like to return
  • the reason for the return

If your return is approved, we will provide instructions for the next step.

Please do not send items back without contacting us first.

Return Shipping

Return shipping costs are the responsibility of the customer unless the item arrived damaged, defective, or incorrect.

We recommend using a trackable shipping service, as we cannot be responsible for returned items lost in transit.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at [stillsanctuary@hotmail.com] and include your order number together with clear photos of the item and packaging.

We will review the issue and provide an appropriate resolution, which may include a replacement or a refund.

Refunds

Once we receive and inspect the returned item, we will notify you of the outcome.

If approved, refunds will be issued to your original payment method within 5–10 business days. Please note that processing times may vary depending on your bank or payment provider.

Original shipping charges are non-refundable unless the return is due to our error or the item arrived damaged, defective, or incorrect.

Exchanges

We do not currently offer direct exchanges.

If you would prefer a different item, we recommend placing a new order.

Order Changes and Cancellations

If you need to cancel or amend your order, please contact us as soon as possible at [stillsanctuary@hotmail.com].

We cannot guarantee changes or cancellations once an order has been processed or shipped.

Contact

For any questions regarding returns or refunds, please contact us at:

[stillsanctuary@hotmail.com]