Returns & Refunds

Last updated: July 27, 2026

We want every Homyaku order to arrive safely and match the product you purchased.

Please read this policy before placing an order.

Nothing in this policy excludes or limits any consumer rights that cannot legally be excluded in the customer’s country or region.

No Change-of-Mind Returns

Homyaku does not provide returns, exchanges, or refunds where a customer:

• Changes their mind

• No longer wants or needs the product

• Chooses the wrong product, fragrance, colour, size, or quantity

• Finds a lower price elsewhere

• Dislikes a fragrance after opening or using the incense

• Refuses delivery without a verified product or delivery problem

Please review all product descriptions, dimensions, materials, fragrance notes, photographs, and delivery information carefully before purchasing.

If you have questions about a product, contact us at myhomyaku@gmail.com before placing your order.

Handmade and Natural Variations

Homyaku ritual sets and incense holders are handcrafted using natural marble and stone.

Natural variations may include:

• Marble colour and tone

• Veining and mineral patterns

• Natural pores, lines, markings, or inclusions

• Surface texture

• Minor differences in shape and dimensions

• Small marks associated with hand-finishing

• Differences between the product and website photographs

These characteristics make every piece unique and are not considered damage, manufacturing defects, or valid reasons for a refund.

Our incense is produced using natural aromatic materials. Minor variations in colour, texture, aroma intensity, smoke, and burning time may occur between batches and are not considered defects.

Eligible Claims

We will review a return, refund, or replacement request when:

• The product arrived damaged

• The product has a material manufacturing defect

• The wrong product was delivered

• An item is missing from the order

• The parcel is confirmed lost by the delivery carrier

Depending on the circumstances and applicable consumer law, the available remedy may include:

• A replacement

• A partial refund

• A full refund

• Another reasonable solution agreed with the customer

The appropriate remedy will be determined after the claim and supporting evidence have been reviewed.

Damaged Orders

Please inspect your order immediately after delivery.

If the parcel or product is visibly damaged, contact us as soon as possible—preferably within 48 hours and no later than 14 calendar days after delivery.

Claims submitted after this period will be assessed individually. A delayed claim may be refused if the delay prevents us from verifying the damage or submitting a carrier claim.

Please retain:

• The product

• The outer shipping carton

• The shipping label

• All internal protective packaging

Do not discard any packaging until the claim has been resolved.

Evidence Required

To submit a claim, email myhomyaku@gmail.com and provide:

• Your full name

• Your order number

• Your tracking number

• A description of the problem

• Photographs of all sides of the outer shipping carton

• A clear photograph of the shipping label

• Photographs of the internal protective packaging

• Clear photographs or video showing the damaged, defective, incorrect, or missing product

• Proof of purchase

We may be unable to approve a claim if the product or packaging has been discarded before the claim is reviewed.

Lost or Undelivered Parcels

A delivery enquiry may be submitted to the carrier beginning 10 calendar days after the parcel is accepted and scanned by the shipping carrier.

All missing-parcel enquiries and compensation claims must be submitted within 60 calendar days of carrier acceptance.

Requests received more than 60 calendar days after carrier acceptance cannot be investigated or submitted for compensation.

A parcel is not considered lost until the delivery carrier completes its investigation or confirms the loss.

A temporary delay or lack of tracking updates does not automatically qualify for a refund.

If the carrier confirms that a parcel is lost, Homyaku will provide an appropriate replacement or refund in accordance with the circumstances and applicable law.

Failed Delivery and Returned Parcels

Homyaku does not provide carrier redelivery after a failed delivery caused by:

• An incorrect or incomplete address

• An invalid telephone number

• The recipient being unavailable

• Failure to collect the parcel

• Refusal of delivery

If the parcel is returned to Homyaku, any refund will be considered only after the parcel has been received and inspected.

Where permitted by law, the following non-recoverable costs may be deducted:

• Original shipping charges

• Return shipping charges

• Carrier handling fees

• Customs-clearance expenses

• Taxes or duties that cannot be recovered

If a parcel is abandoned, destroyed, or cannot be returned because of incorrect customer information or failure to receive it, a refund may not be available.

This does not apply when the failed delivery was caused by Homyaku or the delivery carrier.

Incense and Used Products

Opened or used incense cannot be returned because of fragrance preference or change of mind.

Used incense holders, ritual sets, and accessories cannot be returned unless the claim concerns a qualifying defect that could not reasonably have been identified before use.

Products damaged by misuse, improper storage, accidental damage, unauthorised modification, or failure to follow product instructions are not eligible for a refund or replacement.

Order Cancellations

Cancellation requests must be sent to myhomyaku@gmail.com as soon as possible.

We cannot guarantee cancellation once order preparation has begun.

Orders that have already been dispatched cannot be cancelled.

Refund Processing

Approved refunds will be issued to the original payment method.

Homyaku normally processes an approved refund within 5–10 business days. The customer’s bank, card issuer, or payment provider may require additional time before the funds appear.

Original shipping charges are refundable only where required by law or where the refund results from an error by Homyaku.

Proof of Purchase

Proof of purchase is required for every return, refund, replacement, damage claim, or missing-parcel claim.

Acceptable proof may include:

• A Homyaku order number

• An order-confirmation email

• A payment receipt

• Other documentation that clearly identifies the purchase