DELIVERY INFORMATION AND FAILED DELIVERY

Customers must provide accurate and complete delivery information, including the recipient’s name, address, telephone number, location details, and any necessary delivery instructions.

If delivery fails because the customer supplied incorrect information, refused the shipment, or repeatedly failed to accept delivery, reasonable additional delivery or return costs actually incurred may be charged to the customer, where permitted by law. We will explain any such charges before arranging redelivery or deducting them from an applicable refund.

For international orders, this also applies where required customs charges are not paid or necessary import information is not provided.

These charges do not apply where the failure was caused by OLFA or its delivery provider.

If an order is confirmed lost in transit or cannot be delivered for reasons not attributable to the customer, OLFA will offer a replacement at no additional cost or a full refund, including the original delivery charge.

ORDER CANCELLATION

You may cancel your order before dispatch by contacting olfaincense@gmail.com as soon as possible.

Orders cancelled before dispatch receive a full refund, including delivery charges.

Once an order has been dispatched, change-of-mind cancellations are not accepted, except where required by applicable law.

OLFA’S VOLUNTARY RETURN POLICY

Our aromatic products are sensitive to storage conditions, including temperature and humidity. Because we cannot verify how products have been stored after delivery, OLFA does not accept voluntary change-of-mind returns or exchanges, including unopened products.

This applies to incense, refills, Discovery Sets, aromatic resins, Palo Santo, sage, ritual sticks, and other aromatic products.

Personal dislike of a scent does not, by itself, constitute a product defect.

This restriction does not prevent refunds or replacements for damaged, faulty, incorrect, or missing products, or limit any mandatory consumer rights.

MANDATORY CONSUMER RIGHTS

Nothing in these Terms limits any cancellation, withdrawal, return, replacement, or refund right that applies under Lebanese consumer protection law or any other mandatory law applicable to the transaction.

Where such rights apply, OLFA will respect the relevant legal conditions and deadlines.

DAMAGED, INCORRECT, FAULTY, OR MISSING PRODUCTS

Please inspect your order upon arrival. For visible damage, incorrect products, or missing items, please contact olfaincense@gmail.com, preferably within 48 hours of delivery.

Include:

• Your order number.

• A description of the issue.

• Photographs of the affected product and packaging, where relevant and possible.

The 48-hour reporting request helps us investigate packing and delivery issues promptly. It is not an automatic cutoff for a claim and does not limit mandatory consumer rights.

For faults discovered later, contact us promptly after discovering the problem. Opening or trying a product to discover a genuine fault does not exclude it from review.

Once the issue is verified, OLFA will arrange an appropriate refund, replacement, or another solution agreed with you. A missing or affected item may be refunded or replaced individually without refunding unaffected items in the order.

OLFA will cover any necessary return and replacement delivery costs for verified damage, faults, or fulfilment errors.

Please contact us before returning any product. If a return is needed, we will provide instructions and arrange or confirm the return method.

REFUNDS

Approved refunds will be processed within 7 business days of confirmation or, where a return is required, within 7 business days of receiving the returned product. Any shorter deadline required by applicable law will take precedence.

Refunds cover the amount actually paid for the eligible items, after any discounts, together with applicable taxes charged on those items.

Card payments will be refunded to the original card. Payments made through Whish Money or bank transfer will be returned through the original payment method where possible. For cash-on-delivery purchases, we will agree a suitable refund method with you.

Your bank or payment provider may require additional time after OLFA submits the refund. We will notify you when it has been processed.

Original delivery charges will be refunded when:

• The entire order is cancelled before dispatch.

• The entire order is refunded because of verified damage, faults, or an OLFA fulfilment error.

• The order is confirmed lost or undeliverable for reasons not attributable to the customer.

• Applicable law requires it.

For refunds affecting only part of an order, any delivery-charge refund will depend on the circumstances and applicable law.

For international orders, customs duties or charges paid directly to authorities or third parties are not automatically refunded by OLFA. Where applicable, we will provide supporting information for a refund request to the relevant party. This does not limit any reimbursement OLFA is legally required to provide.

PROMOTIONS AND DISCOUNT CODES

OLFA may offer promotional codes, discounts, or special offers. Any specific conditions will be presented with the offer.

Unless stated otherwise, promotional codes:

• Have no cash value and cannot be exchanged for cash.

• Are non-transferable.

• May have an expiry date or usage limit.

• May apply only to selected products, customers, countries, or orders.

• May require a minimum purchase.

• May not be combined with other promotions.

OLFA may reject codes that are invalid, expired, already redeemed, altered, fraudulently obtained, or used contrary to their stated conditions.

Promotional codes cannot be applied retroactively to a completed order unless OLFA agrees.

Purchasing with a discount does not remove eligibility for a refund or replacement under these Terms. Any refund is based on the amount actually paid for the affected product; the discount itself is not redeemable for cash.