Our Promise
Every Vyoma product is handcrafted with care. If your order arrives damaged, defective, or different from what was described, we will replace or refund it — no questions asked. For all other returns, our 14-day policy applies.
Return Window
You have 14 calendar days from the date of delivery to initiate a return. Items must be in their original, unopened packaging, unused, and accompanied by proof of purchase.
Manufacturing defects discovered after opening may be reported within 30 days of delivery. We will assess and, if confirmed, offer a replacement or refund at our discretion.
Eligible Items
- Incense sticks (unopened boxes/bundles)
- Incense cones (unopened)
- Resin incense (unopened, sealed jars)
- Incense holders and accessories (undamaged, with all original components)
- Gift sets (all contents present and unused)
Non-Returnable Items
- Opened or partially used incense products
- Items marked “Final Sale” or “Clearance”
- Custom or personalised orders
- Digital products or gift cards
- Items showing misuse, alteration, or customer-caused damage
How to Initiate a Return
- Email us at returns@vyomaincense.com within the return window with your order number, item(s) being returned, and reason. Attach a photo for damaged or defective items.
- Receive authorisation. We reply within 2 business days with a Return Merchandise Authorisation (RMA) number and return shipping instructions.
- Ship the item securely to the address provided, with your RMA number on the outside. Return shipping is your responsibility unless the item is damaged or defective.
Items returned without an RMA or outside the window may be refused and returned at the sender’s expense.
Refund Process
Once your return is received and inspected (3–5 business days), we will email you confirmation of approval or denial. If approved, your refund will be credited to the original payment method within 5–10 business days. Original shipping charges are non-refundable unless the return is due to our error.
Late or Missing Refunds
If your refund hasn’t appeared after 10 business days, check with your bank first. If still outstanding, email returns@vyomaincense.com.
Exchanges
We offer exchanges for the same item in a different fragrance or format, subject to availability. Follow the return process above and specify your desired exchange. Price differences will be charged or refunded accordingly.
Wholesale Returns
Wholesale returns are governed by your signed Wholesale Agreement. For wholesale return enquiries, contact b2b@vyomaincense.com.
Contact Us
- Returns: returns@vyomaincense.com
- General: hello@vyomaincense.com
We aim to respond within 2 business days.