Return policy


Incense Express has a wide variety of products for sell that are returnable. For us to honor a return, you MUST ask for an RMA (Return Merchandise Authorization) number within fourteen days of purchase. All ready-to-sell, unused and new items sold at Incense Express have individualized RMA numbers, along with original paperwork, parts, and packaging, without additional shipping charges.


We carefully examine returned items before issuing any refunds or replacements. Used products do not qualify for returns.

 

Return procedure


All products returned require an RMA (Return Merchandise Authorization) number.


In order to acquire an RMA #, the buyer must access the associated account of purchase by simply logging in with the email address and order number/password. Click the link that states “Return Items,” which is located above the product(s) tab in the order status category, and select “Return Reason,” which is located in the dropdown menu situated on the right side of the page. The next step is to confirm and press the “Submit” button; by doing this, your return request application will be delivered automatically to the returns department.


As a notification that we have received your request, a follow-up will be initiated by an email or phone call within 24 to 48 hours maximum. It is essential that you allow enough time for processing during holidays and weekends.

 

  • There is an extra 12% restocking fee for shipments received without a correct RMA number; this is noted on the exterior side of the package.
  • IncenseExpress.com will not be held responsible for products returned with incorrect details, such as RMA number, customer's name or address in or on the package.

 

Defective items


In the event a product is rejected due to factory defect, the buyer qualifies for a return with a prepaid shipping label that we will provide. In order to obtain a valid Return Authorization Number, we recommend that you review our complete return procedures above. As soon as you receive the RMA number and shipping label, you can easily return your defective product as communicated by the customer care professional. Once we confirm that the returned parcel is in transit, we will process a credit to your account or issue a replacement.

 

Restocking Fees


There is no restocking fee for most of the products returned to IncenseExpress.com, but some item do incur a 12% restocking charge, such as: 

  • Shipments that are sent back with an incorrect RMA #
  • Additional information needed to obtain the RMA #
  • Orders processed for the wrong vehicle model year

 

Credits


All items that are returned will be examined thoroughly upon receipt. Customers must provide the following in order to receive credit:

 

  • The item(s) purchased must be NEW and UNUSED. 
    All products returned for exchange or refund must be in new, ready-to-sell. This also includes all packaging, installation hardware, paperwork and instructions. 
  • The package that is returned must be labeled properly with the correct RMA number.
    Products returned without a Return Authorization Number clearly visible on the package will incur a 12% restocking fee.


Click here to get more details on acquiring the RMA number.


All refunds are processed to the same credit card used in the original purchase. The refund will be inclusive of any additional sales taxes applied along with the product price; all shipping costs will be excluded. An email will be sent to confirm receipt of your credit and the product return. We ask that you allow 5-7 business days for us to process the refund to your credit card.

 

Exchanges/Replacements


Products that require replacement must suit the conditions outline in IncenseExpress.com's refund policy. When returning a non-defective product for exchange, the product must be new and ready-to-sell, and must include all of its original parts, packaging and paperwork.


Once you send in a request for replacement, we will process your return and ship the product as soon as we get the defective item.  Returns will be processed in 5-10 business days, so it is important that you allow adequate time for processing. There are some products that will incur a restocking fee; be sure to review the terms in order to identify these items.


If you are in need of immediate replacement, we suggest that customers purchase a new product at IncenseExpress.com or email us using the contact form to expedite the order.  Please note that orders processed with express shipping will incur an additional shipping charge.

 

Full return policy

 

Non-returnable Products


Most of the products sold at IncenseExpress.com are eligible for partial or full refunds. In some rare cases, you may find that some vehicle products purchased are non-returnable. Factory products that are defective may be eligible for a partial or full refund; this is determined on a case-by-case basis. A vast majority of our consumers are very happy with the products purchased and returns are rare, but our primary objective is to provide world-class satisfaction.

 

Holiday Returns


IncenseExpress.com processes returns very quickly, even during the holiday season; we value our customers and gift recipients, and offer an extended return policy for this purpose. Orders that are processed between November 26 –December 24 allow 60 days from the delivery date to make returns for products purchased, two times the regular return policy.


As with all returns, the products returned to us must be in new, unused condition with original paperwork and packaging to guarantee a refund. All other previously stated procedures and policies for standard returns apply.

 

Returns FAQ

 

  • What is the procedure to return a product?
  • Can I acquire the RMA # (Return Merchandise Authorization number) for the product on the internet?
  • Can I return a product for an exchange?
  • Is a restocking fee required?
  • Who pays for return shipping?
  • What is the procedure for returns on items that do not match your criteria?

 

What is the procedure to return a product?


Whenever you are returning a product, the RMA # is vital and without it, your return will not be accepted.  To obtain this number, you can simply log in to our website by signing in with your email address and your chosen password or the order number. Once in your account, select "Order Status," then the highlighted "Return Items" link at the top of the order page. Here you will also be able to select a reason for the return from the dropdown box on the right side of the page. Press the "Submit" button at the bottom of the page to submit your return request. 


Within 24-48 hours, one of our customer service representatives will email or call you with a designated RMA number. The representative will supply you with additional information to simplify the return process. At present, the RMA numbers for IncenseExpress.com are not automatically generated on the internet.

Shipments that do not have the correct RMA # on the outer part of the package will generally incur a 12% fee for restocking.

IncenseExpress.com is not responsible for items returned without traceable information such as the RMA number, consumer's name or address.

 

Can I acquire the RMA # (ReturN MERCHANDISE AUTHORIZATION NUMBER) for the product on the internet?


IncenseExpress.com is not permitted to issue RMA numbers on the internet, but you can simply make a request to obtain the information through the Order Status website page. We will call or email within 1-2 business days to supply you with the RMA number.

 

Can I return a product for an exchange?


Exchanges are only made for unused products that are in their original packaging with instructions, paperwork and hardware. Review the complete details of our exchange policy for more information about the return procedure.

 

Is a restocking fee required?


IncenseExpress.com will usually not charge customers a restocking fee when they return eligible products to the online store. However, some items (e.g., custom orders) and other items as identified on our website will incur a 12% restocking fee.

 

Who pays for return shipping?


IncenseExpress.com pays for return shipping if the products are returned due to our error or product defect. Though there are several products that are covered for shipping, IncenseExpress.com will not cover the shipping expenses for core items. A prepaid UPS shipping label is provided for products that fall under this particular category.


Products returned for other reasons, such as incorrect purchase, customer dissatisfaction, or change of mind, do not qualify for a prepaid UPS shipping return label. Under these conditions, the customer is responsible for all return shipping fees.

 

What is the procedure for returns on items that do not match your criteria?


Essentially, you need to verify that the item received matches the item number ordered. The number can be confirmed by reviewing the shipping receipt and the order details sent by email or updated in the order status webpage. Once you have determined that the numbers do not correlate, we recommend that you simply login to the order status webpage and follow the return request procedures. We will process the order for the new product and ship it to you as soon as we receive the incorrect item returned to us.