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Effective Date: [06/05/2015]

At K2 Legal High Incense, we value your satisfaction and are committed to ensuring a seamless shopping experience. Our Refund and Returns Policy is designed to provide transparency and fairness, so you can shop with confidence. Please read this policy carefully to understand your rights and obligations when making a purchase.

1. General Overview

Our Refund and Returns Policy covers issues relating to the return of products, processing of refunds, and exchange requests. We strive to ensure that all products meet your expectations, but in rare cases where issues arise, we are here to help. This policy applies to all purchases made directly through our website, K2 Legal High Incense.

2. Eligibility for Returns

To be eligible for a return, the following conditions must be met:

  • Original Packaging: The product must be returned in its original, unused condition, with all labels and packaging intact.
  • Return Window: You have 30 days from the date of purchase to initiate a return. After 30 days, we cannot accept returns or issue refunds.
  • Proof of Purchase: A valid receipt or order confirmation is required for all returns.
  • Product Condition: Products that have been opened, used, or damaged by the customer will not be eligible for a refund or return, except in cases of manufacturing defects.

3. Non-Returnable Items

For health and safety reasons, certain items are non-returnable:

  • Opened Incense Products: Any incense or herbal products that have been opened or partially used cannot be returned due to the nature of the product.
  • Clearance Items: Products marked as “final sale” or “clearance” are not eligible for returns or refunds unless they arrive damaged or defective.
  • Gift Cards: Gift cards purchased from our website are non-refundable.

4. Return Process

To ensure a smooth and timely return process, please follow these steps:

  1. Initiating a Return: Contact our customer service team via email at [customer service email] or through our website’s contact form. Provide your order number, a description of the product you wish to return, and the reason for the return.
  2. Return Authorization: Our customer service team will review your request and provide you with a Return Authorization (RA) number and return instructions. Unauthorized returns will not be accepted.
  3. Packaging and Shipping: Once you receive your RA number, securely pack the product in its original packaging. Include the RA number in the package and ship it to the return address provided by our team. You are responsible for the cost of return shipping unless the product is defective or damaged.
  4. Inspection and Processing: Upon receiving your returned item, we will inspect it to ensure it meets our return eligibility criteria. If approved, we will process your refund or exchange within 7-10 business days.

5. Refunds

Refunds will be issued in the original form of payment used for the purchase. The refund amount will be for the cost of the returned product(s), excluding shipping fees, unless the return is due to an error on our part or a defective product.

  • Processing Time: Once we approve your return, refunds will be processed within 7-10 business days. Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
  • Partial Refunds: In cases where products are returned in a damaged or incomplete condition, we may issue a partial refund at our discretion.

6. Exchanges

We understand that sometimes you may wish to exchange a product rather than request a refund. We are happy to offer exchanges for eligible items under the following conditions:

  • Product Condition: The item must be in new, unused condition, with all original packaging intact.
  • Exchange Process: Follow the same steps outlined in the return process. Once we receive the item and confirm its eligibility, we will ship the replacement product.
  • Shipping Costs: You will be responsible for the shipping costs associated with returning the original item unless the item was defective or damaged upon arrival.

7. Defective or Damaged Products

At K2 Legal High Incense, we take quality control seriously. However, if you receive a product that is defective or damaged, we will gladly replace the item or offer a full refund. Please follow the steps below to report the issue:

  • Contact Us: Within 7 days of receiving your order, notify our customer service team via email or our contact form. Describe the issue and, if possible, include photos of the defective or damaged product.
  • Replacement or Refund: Depending on the situation, we will either send you a replacement product at no additional cost or issue a full refund, including any shipping fees incurred.

8. Shipping Errors

If you receive the wrong product or your order is incomplete, please contact our customer service team immediately. We will rectify the error by either reshipping the correct product or issuing a refund, depending on your preference. Shipping fees for the return of incorrect items will be covered by us.

9. Cancellations

If you need to cancel your order, please contact us as soon as possible. If the order has not yet been processed or shipped, we will cancel it and issue a full refund. However, if the order has already been shipped, you will need to follow the return process outlined above once the product arrives.

10. Return Shipping Costs

Unless the return is due to an error on our part (such as shipping the wrong item) or a defective product, you are responsible for the cost of return shipping. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

11. International Returns

For customers outside of the United States, please note the following additional policies:

  • Customs Fees: Any customs duties, taxes, or fees incurred on returned products will be your responsibility.
  • Shipping Times: International returns may take longer to process due to customs clearance and shipping times.
  • Refund Currency: Refunds will be issued in the same currency used for the original purchase. We are not responsible for any fluctuations in exchange rates.

12. Contact Us

If you have any questions or concerns regarding our Refund and Returns Policy, please don’t hesitate to reach out to our customer service team:

  • Email: [info@k2legalhighincense.com]
  • Phone: [+1 310-776-5930]
  • Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)

We aim to provide exceptional customer service and ensure that all your concerns are addressed promptly.

13. Policy Updates

This Refund and Returns Policy may be updated periodically to reflect changes in our practices or for other operational, legal, or regulatory reasons. We encourage you to review this policy regularly to stay informed about how we handle returns and refunds.

Thank you for choosing K2 Legal High Incense. We appreciate your business and are committed to providing you with high-quality products and a smooth shopping experience.