Refund policy
Returns & Refunds
We want you to be happy with your Yunora incense. If something isn't right, please get in touch.
Change of mind
You may return an unopened item within 30 days of receiving your order.
To be accepted, the item must be:
- unopened, unused, and with any seals intact
- in its original packaging and in resalable condition
Return postage for change-of-mind returns is at your own cost, and we recommend using a tracked service — we can't be responsible for parcels lost on their way back to us.
Opened incense cannot be returned
Because incense, balms and sachets are scented products that absorb and carry aroma, we're unable to accept returns on any item once it has been opened. This is for the hygiene and quality of every customer's order, and we hope you understand.
If you're unsure which scent to choose, please contact us before ordering — we're glad to help you find the right one.
Exchanges
We don't process direct exchanges. If you'd like a different scent, return the unopened item for a refund and place a new order — this way your new order is on its way to you straight away, rather than waiting for your return to reach us first.
Faulty, damaged or incorrect items
If your order arrives damaged, faulty, or isn't what you ordered, contact us within 30 days of delivery at with your order number and a photo of the item.
We'll arrange a replacement or a full refund, including postage, at no cost to you. This applies whether or not the item has been opened.
Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993.
How to start a return
- Email with your order number and the reason for return.
- We'll confirm whether your return is accepted and send return instructions.
- Post the item back to the address we provide.
Please don't send anything back before contacting us — unannounced returns may not be accepted.
Refunds
Once we receive and inspect your return, we'll let you know the outcome. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card provider, it may take a little longer to appear on your statement.
Original shipping charges are non-refundable for change-of-mind returns.
Workshops
Workshop bookings are not covered by this policy. Please see the workshop booking terms or contact us directly.
Contact
Yunora — Aotearoa New Zealand