Refund policy

RETURN POLICY

At Incendio, we want you to be happy with your order. If something is not right, you can return it.

15-Day Free Returns

You have 15 days from the delivery date to return an item. Return shipping is free: once your return is approved, we email you a prepaid return label that you download and print. Items must be new and unused, in their original condition and packaging, with any tags attached. You can choose a refund or an exchange.

Damaged, Defective or Incorrect Items

If you receive a damaged, defective or incorrect item, contact us within 15 days of delivery with photos or a video showing the issue, and we will send a replacement or issue a full refund.

How to Start a Return

Email us at support@incendiomagicwand.com with your order number and the item you want to return. We will reply with return instructions and your free return label. Please contact us before sending anything back so we can match your return to your order.

Exchanges

If you would like a different size, color or item, let us know when you start your return and we will arrange an exchange.

Refunds

Once we receive and inspect your return, we process your refund to the original payment method within 15 days. Your bank or card issuer may need a few extra days to show the refund on your statement. If you have not received your refund within 15 days after we confirmed it, contact us at support@incendiomagicwand.com.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless they arrive damaged, defective or incorrect:
• Perishable goods (such as food, flowers, or plants)
• Custom, personalized or made-to-order products
• Personal care and hygiene-sensitive items (such as beauty products, underwear or intimate apparel)
• Hazardous materials, flammable liquids, or gases
• Gift cards

Optional shipping services (such as Shipping Protection and Eco-Friendly Expedited Shipping + Tracking) are non-refundable once the order has shipped.

Wrong Address

Customers are responsible for providing accurate shipping information at the time of purchase. If an incorrect address is provided, we offer a limited window to make corrections. Orders that are undeliverable due to incorrect shipping information will not be refunded.

Lost/Stolen Packages

Incendio is not responsible for lost or stolen packages that have been confirmed as delivered to the address provided at checkout. In such cases, please contact the shipping carrier for further assistance. If your order included the Shipping Protection option, you may file a claim according to the coverage terms.

High-Demand Seasons

During high-demand seasons like Halloween and Christmas, shipping times may be affected, and we cannot guarantee delivery by a specific date. We highly recommend placing your order early. Returns during these periods are handled under the 15-day policy above.

European Union 14-Day Cooling-Off Period

For orders shipped to the European Union, customers also have the legal right to cancel or return their order within 14 days for any reason. Our 15-day free return policy covers this period.

Contact

We are available to assist you during our regular business hours: Monday - Friday: 9:00 - 19:00. Email: support@incendiomagicwand.com

We reserve the right to modify this return policy at any time.