Return and Refund Policy

Gookiln is dedicated to providing high-quality incense products. We sincerely hope that you enjoy

Gookiln products. However, if you are not completely satisfied with your order, we are happy to accept returns/exchanges of unused, new merchandise within 7 days of receipt.

  • A restocking fee of $15 will be charged for returns. If you would like an exchange, we will calculate the difference in price.
  • In exceptional cases, if you receive damaged/broken/missing/incorrect goods, you must notify us within 48 hours of receipt. The notification must include your name, email address, pictures of the damaged/broken/incorrect goods and a written description. You must also return the damaged item to us after receiving your damage notification. If you contact us within 48 hours of delivery, we will charge a $10 shipping fee; if you contact us more than 7 days after receiving the goods, we will no longer be able to process the package as we will consider you to have accepted the damaged/broken/missing/incorrect package.

‼️Only one return is allowed per order.

Return and refund eligibility

  • Return period: Items may be returned within 30 days of the shipping date.
  • Item condition: Products must be returned in their original condition, unused, with all tags attached and in their original packaging.
  • Proof of purchase: A copy of the order confirmation email or invoice is required to process the return.

Return Process

  • You can contact us at [email protected] to initiate the return process by providing details about the reason for the return and providing pictures or videos of the product to support your claim.
  • We have multiple warehouses in China, so you must return it to the same address from which your order was shipped, depending on which warehouse your order was shipped from. Return shipping costs may be
    USD 15 to USD 28.
  • We will respond with instructions, including the address to which you need to mail the returned product.
  • After you have returned the goods, please contact us at [email: [email protected]] with the necessary photos to prove that you have followed the instructions correctly.
  • To ensure a refund, please use a traceable mail service; we are not responsible for lost or misplaced packages.
  • You will be responsible for paying the cost of returning the goods, and shipping charges are non-refundable.
  • Once we receive your package, we will inspect your product and process an exchange or refund. A refund receipt will be sent to the email address you used for the original purchase.
  • ‼️Note: This policy does not apply to misuse, accidental damage, water damage or any abuse of your returned product.

Refund Process

  • Inspection: Upon receipt of the returned item, we will inspect it to ensure it meets our return criteria.
  • Refund approval: If the item is eligible, we will process your refund within 2 business days via the same method you originally paid.
  • Refund amount: The refund will include the cost of the returned item, but not the original shipping charges. If the return is due to our error, we will also refund the shipping charges.

Damaged or incorrect goods

If you receive damaged or incorrect goods, please notify our customer service team immediately. We will provide a replacement and, where appropriate, arrange an exchange or refund.

Canceling

an order can be done before it is shipped. To cancel an order, please contact customer service as soon as possible. Once an order is shipped, it cannot be canceled and our standard return policy applies.

Final note

We are committed to making the return and refund process as smooth as possible. If you have any questions or concerns, please do not hesitate to contact our customer service team. Your satisfaction is important to us.

Thank you for shopping at [gookiln.com].