Refund policy

Return & Refund Policy

We offer a 14-day return policy, which means you can request a return within 14 days of receiving your order.

Return Conditions

To be eligible for a return, your item must be in the same condition as when you received it: unused, with tags attached, and in the original packaging. You must also provide a receipt or proof of purchase. For defective or damaged products, please include a description of the issue and photos.

To initiate a return, please contact us at support@momoincense.com. Please note that returned items must be sent to the following address:
C1 12/F WONG KING IND BLDG, NO 2-4 TAI YAU ST, SAN PO KONG, HONG KONG

If you have any questions regarding your return, feel free to contact us at support@momoincense.com.

Damaged or Problematic Items

Please inspect your order upon receipt. If an item is defective, damaged, or incorrect, contact us immediately so we can assess and resolve the issue.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, such as:

  • Customized products (e.g., special orders or personalized items)

  • Hazardous materials, flammable liquids, or gases

  • Promotional products or gift cards

Only full-price items are eligible for return or exchange. Sale items cannot be returned unless they are defective. If you have questions about a specific item, please contact us.

Exchanges

The fastest way to get the item you want is to return the original item and purchase a new one once your return is approved.

EU 14-Day Cooling-Off Period

For shipments to the EU, you have the right to cancel your order or return items within 14 days without giving a reason. As mentioned above, items must be in the same condition as when you received them: unused, with tags attached, and in the original packaging. A receipt or proof of purchase is also required.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved. If approved, your refund will be processed within 10 business days and credited to your original payment method. Please note that your bank or credit card company may require additional time to process and post the refund.

We are not responsible for refunds in the following cases:

  • Packages refused due to high customs duties or taxes

  • Packages that cannot clear customs due to restrictions

  • Items lost or seized by customs

If you have not received your refund within 15 business days of our approval, please contact us at support@momoincense.com.