Exchange and Return Policy
At Luban Island we always strive to satisfy our customers, so we have put in place a clear exchange and return policy to make the shopping experience easier.

First: Return Policy

• The customer can request a return within 7 days of receipt.
• The product must be unused, and in the case of incense and perfumes, the original seal and packaging must be intact.
• The purchase receipt or order number must be presented to confirm the return.

Second: Replacement conditions

• The product can be exchanged within 7 days of receipt.
• The exchanged product must be in its original condition and unused.
• The exchange can be for the same product or another product available in the store.

Third: Products that are neither returnable nor exchangeable

• Opened or used products, especially:
• Incense after opening
• Perfumes after use
• Cosmetics after opening
• Any products purchased as part of a sale are non-refundable except in the case of a manufacturing defect.

Fourth: Return and exchange procedures

• Contact customer service within the specified timeframe.
• Provide order details and attach photos of the product if it is damaged or incorrect.
• The return or exchange method will be determined and instructions sent to the customer.
• After receiving and inspecting the product, the refund or exchange will be processed.

Fifth: Shipping costs

The customer bears the shipping cost in case of a return or exchange unless the mistake is from the store (such as the arrival of a damaged or incorrect product).

Sixth: Communication

For any inquiries or to submit a return or exchange request, please contact us via:

Email:

Phone/WhatsApp:

Return and Exchange Policy – ​​Frankincense Island Store

* The customer has the right to return the product within (7-14 days) of the order receipt date. * The product must be unused, in its original condition, and with unopened packaging. * Customized products or special offers can only be returned in the case of a manufacturing defect.

2. Replacement conditions:

* The product can be exchanged within 7-14 days of receipt if it is unused and in its original condition. * The customer is responsible for any price difference if the product is exchanged for another product of a different price.

3. Products that are non-returnable or non-exchangeable:

* Products that have been used, opened, or damaged due to misuse. * Discounted or special offer products (unless there is a manufacturing defect). * Perfumes or perishable products once opened.

4. How to submit a return or exchange request:

1. Contact us via email or WhatsApp, providing your order number.
2. Attach photos of the product in its current condition for us to assess your order.
3. Your order will be reviewed and you will receive a response within 1-3 business days.
4. The customer is responsible for return or exchange shipping costs, unless the product is defective or the wrong item was shipped.

5. Refund:

* Refunds will be processed within 3-7 business days after we receive the product and confirm it meets the return policy requirements. * Refunds will be issued via the same payment method used for the original purchase.

‎For inquiries, you can contact us via:

* Email: [Taark43@hotmail.com]
* WhatsApp number: [00968 99291799]