Refund policy

30-day returns

You can request a return within 30 days of receiving your order. Items must be unused, in their original condition and packaging, with proof of purchase. Incense that has been opened and used is not eligible for a change-of-mind return.

Start a return

Email info@ashlotus.com with your order number and the items you wish to return. Please contact us before sending anything back. We will provide return instructions and the correct return address; do not send items to the address printed on the delivery package without confirmation.

Return shipping

For a change-of-mind return, you are responsible for return shipping costs. Original shipping charges are not refundable for these returns. Ask us for the return destination before purchasing a return label, and use a tracked service.

Damaged, defective or incorrect items

Contact us promptly with your order number and photographs of the item and packaging. We will review the issue and arrange an appropriate replacement or refund. You will not be responsible for necessary return shipping when we confirm an item is damaged, defective or incorrect.

Refunds

We will notify you after receiving and inspecting your return. Approved refunds will be issued to the original payment method within 10 business days. Your bank or payment provider may take additional time to post the credit.

Exchanges and cancellations

For an exchange, contact us to arrange the return and a separate order for the replacement. To request cancellation, contact us as soon as possible. Orders that have already shipped follow the return process above.

This policy does not limit rights you may have under applicable consumer law.

EU and UK statutory withdrawal rights

For orders delivered in the EU and UK, you also have the statutory right to withdraw from your purchase within 14 days of delivery.

To exercise this right, email info@ashlotus.com with a clear statement that you wish to withdraw and your order details. Our voluntary 30-day policy does not restrict statutory consumer rights.