Refund and Returns Policy

Refund and Returns Policy

Effective date: September 10, 2026

At Twelve Scents we stand behind every product we sell. If something is not right with your order, we will make it right.

Return Window

We accept returns within 14 days of the delivery date. Items must be unused, in original packaging, and in resalable condition.

Non-Returnable Items

  • Opened or used incense, charcoal, or burning oils
  • Opened air fresheners from the Twelve Tribes Collection
  • Gift cards
  • Items marked final sale at time of purchase

Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery with a photo of the item and your order number. We will send a replacement or issue a full refund at no cost to you, including return shipping.

How to Start a Return

  1. Email customer.support@twelve12scents.com with your order number and reason for return.
  2. We will reply within 1-2 business days with a return authorization and instructions.
  3. Ship the item back using a trackable method. Return shipping is the customer responsibility unless the item was damaged or incorrect.
  4. Once received and inspected, your refund will be processed within 5 business days.

Refunds

Approved refunds are issued to the original payment method. Credit card refunds typically appear within 5-10 business days depending on your bank. Original shipping charges are non-refundable unless the return is due to our error.

Exchanges

We are happy to exchange an eligible item for a different variant or product of equal value. Contact us at customer.support@twelve12scents.com to arrange an exchange.

Local Orders via CashApp

For local pickup and delivery orders paid via CashApp, refunds are issued as a CashApp transfer within 2 business days of return approval.

Questions

Twelve Scents
Email: customer.support@twelve12scents.com
Website: twelve12scents.com