Refund policy

REFUND & STORE CREDIT POLICY

  • We do not issue cash or original-payment-method refunds for any orders under any circumstances.

  • All approved refunds will be issued strictly in the form of Store Credit.

  • Store Credit is non-transferable, cannot be exchanged for cash, and has no expiration date.

  • Please note that Store Credit holds no monetary value outside of incenseshop.sg and is valid and redeemable only for as long as SKG Trading SG remains in operation.

 

ELIGIBILITY FOR RETURNS (SINGAPORE ORDERS)

Because we do not accept returns for a change of mind, returns are strictly limited to items that are defective, or incorrect.

  • 3-Day Window: You have 3 calendar days from the exact timestamp of successful delivery (as recorded by our courier) to request a return. Requests made after this window will not be entertained.

  • Condition of Item: To be eligible, the item must be in the exact same condition that you received it: completely unused, untampered with, and in its original, sealed packaging.

  • Original Purchaser Only: Requests can only be made by the original purchasing account. We require the corresponding order number and proof of purchase. Requests made by third parties or gift recipients will not be accepted.


REPORTING DAMAGES & ISSUES

Please inspect your order immediately upon receipt. If the item is defective, damaged, or incorrect, you must contact us at sales@skgtradingsg.com within the 3-day window.

To file a claim, you must include:

  1. Your order number.

  2. Clear photographic and/or video evidence of the defective or damaged item.

  3. Photographs of the exterior packaging/shipping box if claiming transit damage.

Important Note on Upcycled & Natural Materials:

Because our incense products utilize organic, upcycled materials, slight variations in color, texture, or scent profile are a natural characteristic of the materials and do not constitute a defect. Furthermore, minor breakage (e.g., the very tip of a bambooless stick) that does not impact the overall burn or usability of the product will be evaluated on a case-by-case basis and may not qualify for a return.

THE RETURN PROCESS

  • To initiate a return, contact us at sales@skgtradingsg.com. Do not send items back to us without prior written authorization. Unauthorized returns will not be accepted and will be disposed of without compensation.

  • If your return is conditionally accepted based on your evidence, we will provide a return shipping label and instructions.

  • Final Inspection: All returned items are subject to a physical inspection upon arrival at our facility. If SKG Trading SG determines that the item has been used, tampered with, damaged by the customer, or does not match the reported issue, the return will be rejected. In such cases, the customer will be responsible for all shipping costs to retrieve the rejected item.


INTERNATIONAL ORDERS

  • All international sales are final. We do not accept physical returns for orders shipped outside of Singapore.

  • In the unlikely event that an international order arrives defective or incorrect, please email us at sales@skgtradingsg.com within 3 calendar days of delivery with photographic evidence. We will evaluate the claim to determine if a Store Credit resolution is applicable.


EXCEPTIONS / NON-RETURNABLE ITEMS

For hygiene, quality control, and administrative reasons, we strictly cannot accept returns or issue store credits for the following:

  • If you simply have a change of mind.

  • Incorrect items purchased by the customer.

  • Items that have been opened, used, or have broken internal seals.

  • Items damaged post-delivery due to improper handling or improper storage (e.g., exposure to moisture, extreme heat, or humidity).

  • Customized or bespoke items.

  • Sale, clearance, or discounted items.

  • Promotional items or free gifts.

  • Gift cards.

  • Original shipping charges.

  • Items originally purchased using Store Credit that was previously refunded into your account.