Refund policy
At shixiangincenseart, we want to make sure you are satisfied with every item you purchase from our store. If you are not satisfied with your order, please contact us within 30 days of receiving the item and we will assist you with your return or exchange request. Please note that any requests made after 30 days will not be honored. Please contact us via email at sxgfhx@gmail.com and we will assist you promptly.
Return and Exchange Conditions To ensure a smooth return or exchange process, please adhere to the following conditions:
Authorization and Time Limits: Merchandise returned without authorization will not be accepted. Please initiate a return within 15 days after receiving the product.
ITEM CONDITION: All items must be returned in the same condition as received, unworn or unused, with tags attached, and original packaging. Returns must be accompanied by a receipt or proof of purchase.
Shipping Method: When returning or exchanging an item, you must use a shipping method that provides tracking information. We recommend obtaining a signature upon delivery as we are not responsible for lost returns or exchanges.
Non-Returnable Items Please note that the following items are non-refundable:
Items purchased at a discount or purchased with a gift card.
Damage or loss caused by the customer.
General Return Process To initiate a return, please follow the steps below:
To initiate a return: Send an email to sxgfhx@gmail.com and include photos and/or videos of the item(s) you wish to return. Additionally, please provide us with your order number. Our customer service staff will review your request within 3 business days to determine if it qualifies.
Sending an item back: If your return is accepted, we will email you with a return address and detailed instructions on how and where to send your package. Please ensure that you only ship items with appropriate authorization. Please remember to use a shipping method with tracking information to avoid any complications. We do not accept unauthorized returns.
Refund or Exchange: Once your returned item is received and inspected, we will process your request within 5 working days. If eligible, we will provide a replacement or refund accordingly.
Return Fees Please note the following guidelines regarding return fees:
If the return is due to our error, such as product error or quality issues, we will issue a full refund.
If the return is due to a buyer related issue, such as personal preference or ordering the wrong product or size, the buyer will be responsible for return shipping.
We do not charge a restocking fee for returned products.
Once your refund is received and your return has been reviewed, we will notify you if your refund has been approved or denied. If approved, refunds will be issued to the original method of payment within 5 business days. If you don't receive a refund within this period, please check your bank account and contact your bank or credit card company. If necessary, you can contact us at sxgfhx@gmail.com for further assistance. Please note that we do not refund original shipping charges.
Cancellation of Order If you need to cancel your order, please contact us as soon as possible after purchase. If you have completed payment but your package has not been shipped, we will happily cancel your order and provide a full refund. However, once the package is shipped, the order cannot be canceled.
ZHIYONG HEXIANG INTERNATIONAL TRADING
LIMITED
Email: sxgfhx@gmail.com
Physical address: RM 2209, 22/F, 655 NATHAN
ROAD, MONG KOK
HONG KONG (Not a return address. Please email us to confirm the return address)