Refund policy

Returns and refunds

You may request a return within 15 days after delivery by emailing info@kohalume.com with your order number and reason for return. Please contact us before sending anything back so we can provide return instructions.

For a change-of-mind or other non-quality return, the customer is responsible for return shipping. Incense that has been opened and used beyond two sticks is not eligible for a change-of-mind return. Please keep the item and its packaging in a condition suitable for return.

For the KOHALUME Incense Discovery Set, a set from which any stick has been burned or used is not eligible for a change-of-mind return. An unused set may be returned within 15 days under the general conditions above. If the set arrives damaged or incorrect, contact us at info@kohalume.com with your order number and photos so we can review and refund the issue.

If your order arrives damaged, contact us at info@kohalume.com with your order number and photos of the item and packaging. We will review the issue and refund an order damaged in transit.

After we receive and inspect an eligible return, we will issue the approved refund to the original payment method. Your payment provider may take additional time to post the refund.

These terms do not limit any rights you have under applicable consumer law.