Return and Refund Policy

We want you to feel clear and comfortable when shopping with Moment Ritual. If something is not right with your order, please contact us at customerservice@moment-ritual.com.

Return window

We accept return requests within 30 days after your order is delivered.

Return eligibility

To be eligible for a return, the item must be unused, unopened, in its original packaging, and in the same condition that you received it. A receipt or proof of purchase is required.

Incense and scented products

Because incense and scented goods are personal-use products, opened, burned, used, or noticeably altered incense cannot be returned unless the item arrived damaged, defective, or incorrect.

How to request a return

To start a return, contact us at customerservice@moment-ritual.com with your order number and the reason for the return. Please do not send items back before your return request has been approved.

Return shipping

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect. Original shipping charges are non-refundable unless required by law or unless the return is caused by our error.

Damaged, defective, or incorrect items

Please inspect your order when it arrives. If your item is damaged, defective, or incorrect, contact us within 7 days of delivery with your order number and clear photos of the item and packaging. We will review the issue and help with a replacement, refund, or other appropriate solution.

Non-returnable items

We cannot accept returns for opened or used incense, burned incense, final sale items, gift cards, or items damaged after delivery due to misuse, improper storage, or normal wear.

Refunds

Once we receive and inspect an approved return, we will notify you whether the refund is approved. If approved, the refund will be issued to your original payment method. Your bank or credit card company may need additional time to post the refund.

Exchanges

The fastest way to exchange an item is to request a return for the original item and place a new order after the return is approved.