Refund policy
Effective Date: July 2026
We want you to be completely satisfied with your Incensera purchase. If you are not entirely happy with your order, we are here to help you resolve it quickly and fairly.
Important: As a consumer in the EU you have a statutory 14-day right of withdrawal. The binding legal terms are set out in our cancellation policy (Widerrufsbelehrung). The information below explains the practical process and our additional voluntary return guarantee. It does not limit your statutory rights.
1. Statutory Right of Withdrawal (14 Days)
You may withdraw from your purchase within 14 days of receiving the goods, without giving any reason. Details, exceptions, and the model withdrawal form are set out in our cancellation policy (Widerrufsbelehrung).
Note on sealed products: For sealed goods that are not suitable for return for health or hygiene reasons, the right of withdrawal expires if the seal is removed after delivery (Section 312g (2) No. 3 of the German Civil Code).
2. Our Voluntary 30-Day Return Guarantee
On top of your statutory rights, we offer a voluntary return window of 30 days from the date of delivery. It applies to items that are:
• unopened and unused,
• in their original packaging, and
• with all seals, plastic wrapping, and enclosures completely intact.
Gift cards and custom-made products are excluded from the voluntary return guarantee. Your statutory withdrawal and warranty rights remain unaffected.
3. How to Initiate a Return
• Contact us: Email hello@incensera.de with your order number and the reason for your return.
• Confirmation: We will reply within 2 business days with the return address and instructions.
• Pack securely: Please pack the items securely, ideally in the original shipping box, to avoid damage in transit.
Please always announce your return in advance so we can match it to your order and process it quickly.
4. Return Shipping Costs
• Defective or wrong items: If the return is due to our error (damaged, defective, or incorrect item), Incensera covers 100% of the return shipping costs.
• Change of mind / withdrawal: For standard returns, you bear the direct cost of returning the goods.
5. Refunds
• Once your return arrives and has been checked, we will confirm by email.
• Your refund is issued to the original payment method, at the latest within 14 days of receiving your withdrawal notice or the returned goods.
• Please allow a few additional business days for your bank or card provider to post the credit.
6. Damages, Leaks, and Wrong Items
Please inspect your order immediately upon arrival. If a product arrives cracked, leaking, or if you received the incorrect item, contact us within 7 days of delivery at hello@incensera.de with your order number, a description of the issue, and clear photos of the product and the outer packaging. We will fast-track a free replacement or issue a full refund. Your statutory warranty rights remain unaffected.
7. Exchanges
The fastest way to exchange a product is to return the item following the process above and place a new order for the product you would like instead.
8. Contact
• Brand: Incensera (Owner: Nina Drenkow)
• Email: hello@incensera.de
• Phone: +49 40 2368 6400
• Address: Marschnerstraße 23, 22081 Hamburg, Germany