TERMS & CONDITIONS

Last Updated: 13 August 2026

Welcome to OLFA.

These Terms & Conditions ("Terms") govern your access to and use of the OLFA website, the creation and use of an OLFA account, purchases made through our website, participation in OLFA programs, and other interactions with OLFA through the website.

The website is operated by:

OLFA INCENSE (CARMEN LEBBOS & CO) S.C.S
Bkenaya, Hôpital Psychiatrique de la Croix Street
Mount Lebanon, Lebanon

Commercial Registration: R.C. 2081578, Baabda
Email: olfaincense@gmail.com
Website: `www.olfaincense.com`

By using our website, creating an account, or placing an order, you agree to these Terms.

Nothing in these Terms is intended to exclude, restrict, or waive any consumer right that cannot legally be excluded or restricted under applicable law.

ABOUT THESE TERMS

These Terms apply to:

Use of the OLFA website
Customer accounts
Online purchases
Payments
Shipping and delivery
Returns and refunds
Promotions and discount codes
Reviews and customer-submitted content
Website content
Intellectual property
Other services and features provided through the OLFA website

Our Privacy Policy also applies when you use our website or provide personal information to OLFA.

Additional terms may apply to specific promotions, products, programs, events, or services. Where additional terms apply, they will be presented together with the relevant offer or service.

ELIGIBILITY TO USE THE WEBSITE AND PURCHASE PRODUCTS

You may use the website and purchase products only if you have the legal capacity to enter into a binding transaction under the law applicable to you.

If you use the website on behalf of a company or other organization, you confirm that you have authority to act on its behalf.

Products purchased through the OLFA consumer website are intended primarily for personal use unless OLFA has authorized a commercial or wholesale relationship.

CUSTOMER ACCOUNTS

You may be able to create an OLFA customer account.

When creating or using an account, you agree to:

Provide accurate and current information
Keep your account information reasonably up to date
Protect your password and login credentials
Not allow unauthorized use of your account
Notify OLFA if you reasonably believe your account has been compromised

You are responsible for activity conducted through your account to the extent permitted by applicable law.

OLFA may suspend or restrict an account where reasonably necessary because of suspected fraud, misuse, security concerns, violation of these Terms, or unlawful activity.

PRODUCT INFORMATION

We aim to describe and display our products as accurately as reasonably possible.

Product information may include:

Product description
Ingredients or materials
Aroma profile
Origin
Weight or quantity
Dimensions
Burn time
Usage recommendations
Safety instructions
Photographs
Other relevant product information

Images are provided for reference. Differences in screens, lighting, photography, production batches, raw materials and other factors may cause the physical product to appear somewhat different from images displayed online.

Minor differences that arise naturally from the materials or production process do not necessarily constitute a product defect.

NATURAL MATERIALS AND BATCH VARIATION

Many OLFA products are made using natural aromatic materials, including woods, resins, botanicals, essential oils and other naturally derived materials.

Natural materials are inherently variable.

Reasonable differences may therefore occur between batches in characteristics including:

Aroma
Aroma intensity
Color
Appearance
Texture
Shape
Size
Surface finish
Natural markings
Burning behavior

Environmental and agricultural factors such as origin, harvest, climate, rainfall, soil conditions and natural variation in raw materials may influence the finished product.

Certain OLFA products are also produced or finished by hand, which may result in reasonable variations between individual pieces.

These natural and handmade variations are part of the nature of the product and are not, by themselves, considered defects.

This provision does not affect your rights where a product is genuinely defective, damaged, unsafe, materially different from what was ordered, or otherwise fails to meet a mandatory legal requirement.

SCENT IS SUBJECTIVE

The perception of scent differs from person to person.

Descriptions such as woody, floral, resinous, balsamic, earthy, fresh, smoky, warm, creamy, green, spicy or similar terms are intended to communicate the general aromatic profile of a product.

They do not guarantee that every person will perceive a scent in exactly the same way.

Differences in environment, ventilation, temperature, humidity, personal scent perception and method of use may also affect the way an aroma is experienced.

Personal preference or a customer's subjective dislike of a scent does not, by itself, mean that the product is defective.

Any mandatory consumer rights that apply remain unaffected.

PRODUCT SAFETY AND RESPONSIBLE USE

Some OLFA products are designed to be burned, heated or used with flame, charcoal, burners or other heat sources.

These products may produce:

Flame
Heat
Hot ash
Embers
Smoke
Aromatic vapors

Always follow the product instructions and safety information provided with the product.

Depending on the product, appropriate precautions may include:

Never leaving burning products unattended
Keeping burning or heated products away from children and pets
Keeping products away from flammable materials
Using an appropriate heat-resistant holder, burner or surface
Using charcoal only in an appropriate heat-resistant burner
Providing suitable ventilation
Ensuring ashes and embers are fully extinguished before disposal
Avoiding ingestion of products not specifically intended for consumption
Using products only for their intended purpose

Customers are responsible for using OLFA products responsibly and according to the instructions provided.

Burning any material produces smoke. Individuals who are sensitive to smoke, fragrance, aromatic materials or combustion products should use appropriate judgment and discontinue use if they experience discomfort.

Nothing in these Terms limits OLFA's responsibility where liability cannot legally be excluded.

NO MEDICAL OR HEALTH ADVICE

OLFA products, product descriptions, the Scent Archive, articles, educational material, historical information, aroma information and other website content are provided for general informational, cultural, aromatic and product-related purposes.

They are not medical advice and should not be used as a substitute for professional medical advice, diagnosis or treatment.

Unless expressly and lawfully stated otherwise, OLFA products are not intended to diagnose, treat, cure or prevent any disease or medical condition.

References to traditional, historical or cultural uses of plants, woods, resins, incense or aromatic materials describe those traditions or historical practices and do not constitute medical claims.

Information concerning aroma compounds, botanicals or scientific research is provided for informational purposes and should not be interpreted as a promise that using an OLFA product will produce a particular medical, therapeutic or physiological result.

PRICES AND CURRENCIES

OLFA sells internationally and may make different currencies available depending on the customer's location and website settings.

Available currencies may include:

United States Dollar (USD)
Lebanese Pound (LBP)
United Arab Emirates Dirham (AED)
Saudi Riyal (SAR)
Euro (EUR)
Other currencies made available for countries in which OLFA sells

Customers may select from the currencies made available to them through the website.

The currency selected and displayed at checkout will apply to the transaction.

Currency conversion rates may change.

Your bank, card issuer or payment provider may independently apply:

Foreign-exchange rates
Foreign-transaction fees
Currency-conversion charges
Other banking charges

Such charges are determined by the relevant financial institution and are outside OLFA's control.

The final order total and selected currency will be displayed before the order is submitted.

TAXES

Product prices displayed on the website may exclude applicable taxes.

Where applicable, relevant taxes will be calculated and added at checkout.

The amount of tax may depend on factors such as:

Delivery destination
Applicable tax laws
Product classification
Order value

Taxes charged directly at checkout will be shown as part of the order total before you confirm your purchase.

International customs duties, import taxes and similar charges are dealt with separately under the section entitled Customs, Duties and Import Charges.

ORDERS

Placing products in your shopping cart does not reserve those products.

By submitting an order, you confirm that:

The information you provided is accurate
You are authorized to use the selected payment method
You agree to pay the amount shown at checkout
You agree to these Terms

After an order is submitted, you may receive an electronic confirmation acknowledging receipt of the order.

Subject to applicable law, OLFA may decline or cancel an order before fulfillment where reasonably necessary, including where:

A product is unavailable
Payment cannot be authorized
Fraud or unauthorized activity is reasonably suspected
Delivery cannot be made to the requested location
An obvious pricing or technical error has occurred
The order appears to be intended for unauthorized commercial resale
The order violates these Terms or applicable law

If OLFA cancels an order after payment has been collected, the relevant amount will be refunded.

PRODUCT AVAILABILITY

All products are subject to availability.

OLFA may:

Introduce new products
Change available sizes or formats
Temporarily pause products
Discontinue products
Limit quantities

Adding an item to a shopping cart does not guarantee that it will remain available until checkout is completed.

If an ordered item becomes unavailable after payment, we may contact you to offer an appropriate solution or refund the unavailable item.

Nothing in this section affects mandatory consumer rights.

PRICING ERRORS

We try to ensure that prices displayed on the website are accurate.

However, technical, typographical or system errors may occasionally occur.

If an obvious pricing error is discovered before an order has been fulfilled, OLFA may contact you and provide the option to:

Confirm the order at the correct price; or
Cancel the affected item or order and receive a refund of any amount already paid for it

We will not change the agreed price of an already completed transaction simply because OLFA later changes its retail pricing.

PAYMENT

Payments are processed through CyberSource Unified Checkout and participating banks, card networks and financial institutions.

OLFA does not store customers' full card numbers or CVV security codes.

By submitting payment information, you confirm that you are authorized to use the selected payment method.

Payment may be subject to:

Authorization by your bank
Fraud-prevention checks
Payment-network rules
CyberSource processing requirements

An order may be delayed or declined if payment authorization is unsuccessful or additional verification is required.

SHIPPING

OLFA offers shipping to destinations made available during checkout.

Our general estimated delivery options are:

Standard Delivery: approximately 5–7 business days

Express Delivery: approximately 1–3 business days

Unless otherwise indicated, these are estimated delivery periods and not guaranteed arrival dates.

Delivery times may be affected by circumstances outside OLFA's reasonable control, including:

Customs clearance
Carrier delays
Weather
Public holidays
Remote delivery locations
Incorrect customer information
Security or regulatory inspections
Events beyond reasonable control

Where applicable law provides specific rights concerning delayed delivery, those rights remain unaffected.

FREE SHIPPING

OLFA offers free standard shipping on qualifying orders above US$50.00, or the equivalent value in the currency selected for the transaction, where delivery is available to the selected destination.

Eligibility for free shipping will be determined and displayed through the checkout process.

Express shipping or other premium delivery services may carry an additional charge.

Promotional free-shipping offers may be subject to separate terms.

CUSTOMS, DUTIES AND IMPORT CHARGES

International orders may be subject to:

Customs duties
Import taxes
VAT or similar taxes
Customs clearance charges
Brokerage charges
Administrative or handling fees imposed by authorities or carriers

Unless checkout expressly states that such amounts have been collected or prepaid by OLFA, these charges are the responsibility of the recipient/customer.

OLFA does not control charges imposed independently by foreign customs authorities, governments, couriers or other third parties.

Customers are responsible for ensuring that products ordered can lawfully be imported into the destination country.

If a shipment is refused, abandoned or returned because the customer does not pay applicable import charges or does not complete required customs procedures, OLFA may deduct reasonable costs actually incurred from any refund to the extent permitted by applicable law.

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, 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.

COMMERCIAL RESALE

Products offered through the OLFA consumer website are not intended to be purchased for unauthorized commercial resale or distribution.

You may not use the OLFA consumer website to purchase products for the purpose of operating an unauthorized commercial resale business.

Commercial resale, distribution or representation of OLFA products requires prior written approval from OLFA.

OLFA may refuse or cancel orders where there are reasonable grounds to believe that products are being purchased for unauthorized commercial resale, subject to applicable law.

Approved wholesalers, distributors, retailers or other commercial partners may be subject to separate agreements and commercial terms.

Nothing in this section is intended to restrict rights that cannot legally be restricted under applicable law.

REVIEWS, PHOTOGRAPHS AND CUSTOMER CONTENT

The website may allow customers to submit:

Reviews
Ratings
Photographs
Comments
Survey responses
Other content

You are responsible for content you submit.

You must not submit content that:

Is unlawful
Is fraudulent or intentionally misleading
Infringes another person's intellectual-property rights
Violates another person's privacy
Contains malicious software
Is abusive, threatening or defamatory
Impersonates another person
Contains content you do not have the right to provide

By submitting content intended for publication on the OLFA website, you grant OLFA the limited rights reasonably necessary to host, reproduce and display that content in connection with the website and the feature through which it was submitted.

OLFA may moderate or remove customer content where reasonably necessary for legal, security or website-management reasons.

Submitting a customer photograph, review or testimonial does not automatically grant OLFA unlimited rights to use that material in unrelated advertising campaigns.

Where OLFA wishes to use customer-created content for separate advertising or promotional purposes beyond the context in which it was submitted, additional terms or permission may apply.

INTELLECTUAL PROPERTY

The content of the OLFA website may include:

The OLFA name
Logos
Brand elements
Product names
Product descriptions
Packaging designs
Photographs
Graphics
Artwork
Videos
Website layouts
Text
Scent Archive content
Illustrations
Other creative materials

Such content may be owned by or licensed to OLFA and may be protected by copyright, trademark, design and other intellectual-property laws.

You may use the website for personal, lawful purposes.

Unless authorized in writing by OLFA or otherwise permitted by law, you may not:

Reproduce substantial portions of OLFA website content
Republish OLFA photographs or text commercially
Use OLFA branding to suggest an unauthorized affiliation
Copy OLFA packaging or creative materials for commercial purposes
Modify and redistribute OLFA content commercially
Use OLFA intellectual property to sell counterfeit or unauthorized products

No ownership right in OLFA intellectual property is transferred to you through use of the website or purchase of an OLFA product.

PROHIBITED WEBSITE USE

You must not use the OLFA website to:

Violate applicable law
Commit or facilitate fraud
Attempt unauthorized access to accounts or systems
Interfere with website security
Introduce viruses, malware or malicious code
Collect personal information unlawfully
Impersonate OLFA or another person
Submit fraudulent orders
Manipulate reviews or promotions
Fraudulently reproduce refill or promotional codes
Use automated systems in a manner that damages, overloads or materially disrupts the website
Circumvent access controls or security measures
Use the website to infringe intellectual-property rights

OLFA may take reasonable steps to protect the website, customers and business against prohibited activity.

THIRD-PARTY SERVICES AND LINKS

The OLFA website may interact with or contain links to third-party services such as:

Payment providers
Social-media platforms
Delivery providers
Analytics services
Advertising platforms
Other websites

Third-party services operate independently and may have their own terms and privacy policies.

OLFA is not responsible for the content or independent practices of third-party websites that OLFA does not control.

This provision does not exclude any responsibility OLFA may have for a third-party provider where applicable law makes OLFA legally responsible.

WEBSITE AVAILABILITY

We aim to keep the OLFA website available and functioning properly.

However, the website may occasionally be interrupted because of:

Maintenance
Updates
Technical problems
Hosting issues
Security incidents
Network outages
Events outside our reasonable control

We do not guarantee that every website feature will be available continuously or without error.

Temporary website unavailability does not affect rights arising from orders already accepted or any mandatory consumer rights.

LIMITATION OF LIABILITY

Nothing in these Terms excludes or limits liability where doing so would be prohibited by applicable law.

In particular, these Terms do not exclude any liability or consumer remedy that cannot legally be excluded for matters such as:

Fraud
Intentional misconduct
Defective or unsafe products where liability is imposed by law
Personal injury where liability cannot lawfully be excluded
Mandatory consumer-protection rights

To the maximum extent permitted by applicable law, OLFA is not responsible for losses caused by:

Use of a product contrary to its instructions or intended purpose
Failure to observe clearly provided safety instructions
Unauthorized modification of a product
Events outside OLFA's reasonable control
Independent actions of third parties for which OLFA is not legally responsible
Customer-provided incorrect information
Losses that were not reasonably foreseeable as a consequence of OLFA's breach

Nothing in this section limits any remedy that applicable consumer law requires OLFA to provide.

EVENTS OUTSIDE OUR REASONABLE CONTROL

OLFA will not be responsible for delay or failure to perform an obligation where performance is prevented by circumstances outside our reasonable control, to the extent permitted by applicable law.

Such events may include:

Natural disasters
Fire
Flood
Severe weather
War or civil disturbance
Government restrictions
Customs restrictions
Epidemics or public-health emergencies
Transportation disruption
Carrier interruption
Major telecommunications or internet outages
Power outages
Labor disruption
Import or export restrictions

Where such an event materially affects an order, OLFA will take reasonable steps to communicate with the customer and provide any remedy required by applicable law.

PRIVACY

Use of the website is also governed by the OLFA Privacy Policy.

Our Privacy Policy explains how personal information may be collected, used, disclosed, stored and protected.

Where applicable, separate cookie controls or notices may also apply.

GOVERNING LAW AND CONSUMER RIGHTS

These Terms and transactions with OLFA are governed by the laws of the Lebanese Republic, subject to any mandatory consumer-protection law that applies to a particular customer or transaction.

Choosing Lebanese law is not intended to deprive a consumer of mandatory legal protections that cannot lawfully be waived under the law applicable to that consumer.

Accordingly, if mandatory consumer law applicable to a particular transaction grants rights that cannot legally be excluded by these Terms, those rights remain available to the customer.

DISPUTES

If you have a problem with an OLFA order or service, we encourage you to contact us first so that we can attempt to resolve the issue directly.

Contact:

olfaincense@gmail.com

Subject to any mandatory consumer jurisdiction rules, disputes concerning these Terms or transactions with OLFA may be brought before the competent courts of Lebanon.

Nothing in these Terms prevents a consumer from using a court, consumer-protection authority, mediation mechanism or other dispute procedure that applicable mandatory law entitles that consumer to use.

CHANGES TO THESE TERMS

OLFA may update these Terms from time to time to reflect:

Changes to our website
Changes to our products or services
New programs or features
Operational changes
Changes in applicable law
Regulatory requirements

The updated version will display a revised Last Updated date.

Changes will apply prospectively.

The Terms governing an order will generally be the Terms in effect when that order was placed, except where a change must apply because of mandatory law.

SEVERABILITY

If any provision of these Terms is determined to be unlawful, invalid or unenforceable, that provision will be interpreted or limited to the extent necessary under applicable law.

Where it cannot be preserved, it may be treated as severed from the Terms.

The remaining provisions will continue to apply to the extent legally permitted.

NO WAIVER

If OLFA does not immediately enforce a provision of these Terms, this does not necessarily mean that OLFA has waived that provision or its legal rights.

Likewise, nothing in these Terms prevents a customer from exercising a mandatory legal right available under applicable law.

CONTACT US

Questions concerning these Terms & Conditions, orders, refunds, products or website use may be directed to:

OLFA INCENSE (CARMEN LEBBOS & CO) S.C.S
Bkenaya, Hôpital Psychiatrique de la Croix Street
Mount Lebanon, Lebanon

Commercial Registration: R.C. 2081578, Baabda
Email: olfaincense@gmail.com
Website: `www.olfaincense.com`

Returns & Refunds

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.

Shipping & Handling

SHIPPING & HANDLING

Last Updated: 9 October 2026

OLFA ships orders to the destinations made available during checkout. Shipping options, costs, taxes, and any available delivery services will be displayed before you complete your order.

Order Processing

Orders are prepared and dispatched after payment has been successfully authorized.

Orders may require additional processing time during:

Weekends and public holidays
Product launches
Promotional periods
High-volume periods
Security or payment verification checks

Once your order has been dispatched, you may receive a shipping confirmation and tracking information where tracking is available.

Delivery Options

Our general estimated delivery times are:

Standard Delivery: approximately 5–7 business days

Express Delivery: approximately 1–3 business days

These delivery times are estimates and are not guaranteed arrival dates.

Delivery may take longer because of circumstances outside OLFA's reasonable control, including:

Customs clearance
Courier delays
Public holidays
Weather conditions
Remote delivery locations
Security or regulatory inspections
Incorrect or incomplete delivery information
Events beyond our reasonable control

Free Shipping

OLFA offers free standard shipping on qualifying orders above US$50.00, or the equivalent value in the currency selected at checkout, where the offer is available for the selected destination.

Express shipping and other premium delivery services may be subject to an additional charge.

Any applicable shipping cost will be shown before the order is confirmed.

International Orders

OLFA ships internationally to the countries and regions made available during checkout.

International shipments may be subject to:

Customs duties
Import taxes
VAT or similar taxes
Customs-clearance fees
Brokerage fees
Administrative or handling charges imposed by local authorities or delivery providers

Unless checkout specifically states that these amounts have been collected or prepaid by OLFA, any customs duties, import taxes, or similar destination charges are the responsibility of the customer or recipient.

OLFA does not determine or control charges imposed independently by foreign customs authorities, governments, or delivery companies.

Customers are responsible for ensuring that the products they order may legally be imported into the destination country.

Taxes

Applicable taxes may be calculated and added during checkout based on factors such as:

Delivery destination
Applicable tax requirements
Product classification
Order value

Any tax collected directly by OLFA will be shown before you confirm your order.

Customs duties and import charges that may be imposed after shipment are separate unless expressly shown as prepaid during checkout.

Delivery Information

Please make sure that all delivery information is accurate before placing your order.

This includes:

Recipient name
Delivery address
Telephone number
Postal or location information
Any necessary delivery instructions

OLFA is not responsible for delays caused by incorrect or incomplete information supplied by the customer, except where applicable law provides otherwise.

If you notice an error in your delivery information after placing an order, contact us as soon as possible at:

olfaincense@gmail.com

We will try to update the information where possible, but changes cannot be guaranteed once an order has been packed or dispatched.

Failed Delivery

If delivery cannot be completed because:

An incorrect or incomplete address was provided
The customer or recipient repeatedly fails to accept delivery
The shipment is refused
Required customs charges are not paid
Required customs or import information is not provided

the customer may be responsible for reasonable additional delivery, return, storage, customs, or re-delivery costs, to the extent permitted by applicable law.

If a returned shipment is requested to be sent again, additional shipping charges may apply.

This does not apply when delivery fails because of an error by OLFA.

Customs Delays

International orders may occasionally be delayed by customs authorities.

Customs processing is controlled by the destination country's authorities and is outside OLFA's direct control.

OLFA will provide available shipment information where possible, but we cannot guarantee the duration of customs clearance.

The customer may be required to provide identification, documentation, payment, or other information directly to the courier or customs authority in order for the shipment to be released.

Tracking

Where tracking is available, tracking information will normally be provided after the order has been dispatched.

Tracking information is supplied by the delivery provider and may take some time to update after dispatch.

A tracking status generated by the courier does not necessarily mean that OLFA has independent control over the timing or location of the shipment once it has been handed to the carrier.

Damaged Packages, Missing Items or Incorrect Orders

Please inspect your order when it arrives.

If your order arrives with a visible problem, including:

Shipping damage
Materially damaged packaging affecting the product
An incorrect product
An incorrect quantity
A missing item
Another packing or fulfilment error

please contact us within 48 hours of receiving your order.

Please provide:

Your order number
A description of the issue
Clear photographs of the product
Photographs of the product packaging where relevant
Photographs of the external shipping package where relevant

Contact:

olfaincense@gmail.com

This 48-hour reporting period helps OLFA investigate visible shipping and packing issues promptly.

It does not remove any mandatory legal right relating to a genuine hidden defect that could not reasonably have been identified when the order was received.

Lost or Undeliverable Orders

If a shipment is confirmed as lost by the delivery provider, or cannot be delivered for reasons not caused by the customer, OLFA will review the circumstances and provide an appropriate remedy, which may include a replacement or refund.

If the delivery failure results from incorrect customer information, refusal of delivery, unpaid customs charges, or failure to provide required import information, reasonable costs may be deducted or charged where permitted by law.

Order Pickup

Where Order Pickup is offered by OLFA, eligible customers may select this option during checkout.

Order Pickup is free unless otherwise indicated.

Customers will be notified when their order is ready for collection and may be asked to provide their order confirmation or other reasonable identifying information at pickup.

Questions About Shipping

For questions regarding shipping, delivery, tracking, or an order you have received, please contact:

OLFA INCENSE (CARMEN LEBBOS & CO) S.C.S
Bkenaya, Hôpital Psychiatrique de la Croix Street
Mount Lebanon, Lebanon

Email: olfaincense@gmail.com
Website: www.olfaincense.com
Commercial Registration: R.C. 2081578, Baabda

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