Refund policy

Return Policy
We offer a 15-day return service, meaning you may request a return and refund within 15 days after receiving your order.

Since incense products cannot be resold once opened, if you are dissatisfied with the incense and request a refund, we will unconditionally refund 100% of the transaction amount, and you may keep the product.

Non-incense products are subject to the following conditions:

Return Requirements
The item must be in its original condition: unused, unworn, with tags attached, and in its original packaging.

Return Process
To initiate a return, please contact us at service@engoozen.com. If your return request is approved, we will send you a return shipping label along with instructions on how and where to send the package. Items returned without prior approval will not be accepted.

Damaged or Incorrect Items
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can investigate and resolve the issue appropriately.

PayPal Payments
If your purchase was made via PayPal, the refund will be issued to the original PayPal account used for the transaction. The refunded amount will appear as a balance in your PayPal account, which can be used for future purchases or withdrawn to your linked bank account. Please log in to your PayPal account to proceed.

Shipping Instructions
For any return-related questions, please contact us at service@engoozen.com. When returning an item, please mail it to the address we provide.

We will cover the return shipping costs, so you do not need to worry about any shipping fees. Simply provide us with the return tracking number. Once we confirm receipt of the returned item, we will refund 100% of the transaction amount.

The delivery time for replacement items may vary depending on your location.

We recommend using a trackable shipping service or purchasing shipping insurance when sending your return.