Refund and Returns Policy

Last Updated: August 25, 2026

At Zendai Incense, we want you to enjoy your incense burners, Buddhist products, incense, accessories, and other purchases. This Return & Refund Policy explains when an item may be returned, how to request a return, who is responsible for return shipping, and when an approved refund will be issued.

This policy applies to purchases made through https://zendaiincense.com/. Please read it carefully before submitting a return request.

Quick Reference

Topic	Summary
Return window	30 days after the item is received
Return condition	Same condition as received, unworn or unused, with tags and original packaging
Proof of purchase	Receipt, packing slip, or other proof of purchase required
Return authorization	Contact Zendai before sending any item back
Return address	Provided with return instructions; confirm the final address before publishing this policy
Damaged, defective, or incorrect item	Contact us promptly after delivery so we can review the issue and determine the appropriate resolution
Custom, personalized, sale, and gift-card items	Generally final sale and not eligible for return, subject to applicable law and any written product-specific promise
Refund method	Original payment method used for the purchase
Refund timing	Approved refunds are initiated within 10 business days after inspection

1. Return Eligibility & Time Frame

You may request a return within 30 days after receiving your item. To qualify, the item must satisfy all of the return conditions in Section 2 and must not be excluded under Section 6.

Returns may be requested for an eligible change of mind, an item that is defective or damaged, or an item that is different from the product ordered. If the issue concerns damage, a defect, or an incorrect shipment, please contact us as soon as possible and include photographs so that our team can evaluate the issue.

2. Return Conditions & Item Requirements

To qualify for a return, the item must meet all of the following conditions:

The item is in the same condition as when you received it.
The item is unworn and unused. Products that have been burned, opened, consumed, assembled, altered, or used may not be eligible for return because of safety, hygiene, or product-condition concerns.
All tags, labels, accessories, manuals, certificates, and other components supplied with the order are included.
The original packaging is included and is not materially damaged beyond what was necessary to inspect the shipment.
You provide a receipt, order number, packing slip, order-confirmation email, or other reasonable proof of purchase.
The item has not been personalized, modified, resized, engraved, or otherwise altered after purchase.

We may decline a return if the item does not meet these requirements or if the condition of the item makes it unsuitable for resale.

3. How to Initiate a Return

Step 1 — Contact Zendai: Email info@zendaiincense.com within 30 days after delivery. Include your name, order number, the item you want to return, the reason for the request, and photographs when the request concerns damage, a defect, or an incorrect item.

Step 2 — Wait for Review: Our team will review the request and confirm whether the item appears eligible for return. Do not send the item back before receiving written return instructions.

Step 3 — Receive Return Instructions: If the return is approved, we will provide the return address and any applicable shipping instructions. The return address must be the address stated in the authorization message, not an address copied from an earlier order or a shipping label.

Step 4 — Package the Item Securely: Use the original packaging where possible. Protect the item against movement, moisture, breakage, and other damage during transit.

Step 5 — Send the Return: Use a trackable shipping service and retain the tracking information until the return has been inspected and resolved.

4. Return Shipping & Costs

If the return is caused by a confirmed Zendai error, such as a defective product, material damage before delivery, or an incorrect item being shipped, we will review the issue and may provide a prepaid return label or another appropriate shipping solution.

For a return based on change of mind or another reason not caused by Zendai, the customer is responsible for return shipping costs unless otherwise required by applicable law or expressly confirmed by Zendai in writing.

Zendai is not responsible for a return that is lost, damaged, or sent to an address other than the authorized return address. For this reason, we strongly recommend a trackable service and appropriate shipping insurance for higher-value items.

Authorized Return Address: The return address will be provided in the written return authorization. The final return address must be confirmed before this policy is published.

5. Refund Processing & Timeline

When we receive your return, we will inspect the item to confirm that it satisfies this policy. We will notify you whether the refund has been approved or denied.

If approved, the refund will be initiated to the original payment method within 10 business days after the return has been received and inspected. Your bank, card issuer, or payment provider may require additional time to post the funds to your account.

If more than 15 business days have passed since we approved your refund, please contact us at info@zendaiincense.com so we can help investigate the status.

If a return is denied because the item does not meet the eligibility requirements, we will notify you of the reason. Where practical, we may return the item to you at your expense.

6. Non-Returnable & Final-Sale Items

Unless required by applicable law, the following items are generally not eligible for return or exchange:

Custom-made, personalized, or specially ordered products.
Items that have been burned, opened, used, consumed, or altered after delivery.
Items that have been resized, modified, engraved, repaired, or otherwise changed after purchase.
Items marked Final Sale or Sale at the time of purchase.
Gift cards, if offered.
Products that cannot be returned for safety, hygiene, or regulatory reasons, including certain oils, mists, perfumes, or other products classified as dangerous goods.
Items missing original components, documentation, packaging, or proof of purchase.

If you are unsure whether a particular product is eligible, contact us before sending it back.

7. Exchanges

We do not guarantee traditional exchanges because inventory may be limited or products may be one-of-a-kind, seasonal, or discontinued. If you would like a different product, the usual process is to return the eligible item for a refund and place a separate order for the replacement item.

If Zendai confirms that an item is defective, damaged, or incorrect, we may offer a replacement when the same item is available. If it is unavailable, we may issue a refund or another resolution permitted by applicable law.

8. Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If an item is damaged, defective, or different from the item ordered, contact info@zendaiincense.com promptly and provide:

Your order number.
A description of the issue.
Clear photographs of the item, shipping label, outer packaging, inner packaging, and any visible damage.
Any other information reasonably requested by our team.

Please retain the original packaging until we confirm that it is no longer needed. Depending on the circumstances and the available inventory, Zendai may provide a replacement, repair, refund, prepaid return label, or another appropriate solution.

9. Order Cancellation

If you need to cancel an order, contact us as soon as possible at info@zendaiincense.com. We will attempt to accommodate cancellation requests before the order has been processed, customized, or shipped. An order that has already entered fulfillment or has been shipped may not be cancellable, but an eligible item may be returned under this policy after delivery.

Custom or personalized orders may not be cancelled after production or preparation has begun.

10. Policy Changes & Updates

Zendai LLC may update this Return & Refund Policy from time to time to reflect changes in our products, fulfillment practices, legal requirements, or customer-service procedures. Any update will be posted on this page with a revised Last Updated date.

11. Contact Information

For questions about returns, refunds, exchanges, or damaged items, contact:

Legal name: Zendai LLC
Email: info@zendaiincense.com
Phone: +1 (213 ) 437-0710
Business address: 2108 N St STE N, Sacramento, CA 95816, USA
Support hours: Monday–Friday, 11:00 AM–6:30 PM PST