We only accept exchanges and do not offer refunds. 

The items sold on this website are fragile and will be properly packaged before shipping. If there is any partial breakage, including but not limited to incense sticks, smudge herbs, and cone products during the delivery process, this is considered a normal occurrence and we will not accept it as a reason for exchange.

If you have any questions, please contact us via email at [email protected].

Acceptable situations for exchanging goods:

• Applications submitted within 14 days of receiving the goods
• Defective or non-human-induced damage or quality issues with the goods
• The delivered goods are different from the ordered goods
• The delivered goods are significantly different from the website description
• The goods are unused and in the original condition for sale, including all parts and accessories provided with the goods, such as manuals, certificates, labels, tags, consumables, bags, and boxes
• Ordered goods are out of stock

Unacceptable situations for exchanging goods (including but not limited to the following situations):

• Applications submitted after the 14-day exchange period
• Goods that have been used or lost their parts and accessories, including manuals, certificates, labels, tags, consumables, bags, and boxes
• Customers who did not notify The Incense Shop Hong Kong via email or WhatsApp before exchanging the goods
• Personal factors such as size, design, or color mismatch
• Size discrepancies due to different measurement methods
• Exchange not allowed as stated by the store
• Free gifts (no exchanges or refunds for free gifts under any circumstances)
• Goods damaged by human factors or severely damaged during customer transportation
• Reasonable deviations between pictures and actual products (such as color differences caused by lighting, displays, or photography)
• Other unreasonable requests for returns or exchanges

Exchange Terms and Conditions

When exchanging goods, if the value of the exchanged goods is lower than the original goods, the price difference will not be refunded.

The customer is responsible for the exchange shipping fee.

If the requested replacement goods are out of stock, we will refund the relevant amount to the customer.

The process may take one to two weeks to complete (counted from the date of receiving the exchange request). After the process is completed, we will notify the customer of the details.

Goods can only be exchanged once, and no further exchange or return requests will be accepted.

If the number of exchanges exceeds the specified limit or abnormal situations occur, Yohopalo Home reserves the right to restrict the rights of the member without prior notice.

Unauthorized exchanges will not be processed by Yohopalo Home.

Yohopalo Home reserves the right to charge additional service fees for unreasonable returns and exchanges.

In case of any dispute, Yohopalo Home reserves the final decision-making authority.