Returns

Return & Refund Policy：
Thank you for shopping with us. We stand behind the quality of our handcrafted incense burners and natural aromatic products. Please read our return policy carefully before making a purchase.

1. Eligibility for Returns
Non-consumable items (e.g., stainless steel/iron/wood frankincense burners):
We accept returns or exchanges within 30 days of delivery if the item is unused, in original condition, and in its original packaging.
Burners damaged due to manufacturing defects are covered under our 1-year warranty (see Warranty section below).
Returns due to change of mind are accepted within 30 days, but return shipping costs are the customer’s responsibility, and the original shipping fees are non-refundable.
Consumable items (e.g., frankincense, myrrh, incense powders, pastes):

As these are natural, perishable goods, we do not accept returns for change of mind or personal scent preference.

However, if your order arrives damaged, contaminated, or significantly different from what was ordered, please contact us within 30 days of delivery for a replacement or refund.

2. How to Request a Return
To initiate a return or report an issue:
Email us at orders@aurooa.com within 30 days of receiving your order;
Include your order number, clear photos of the product and/or issue, and a brief description;
Our team will review your request and provide further instructions.
Please do not return items without prior approval.

3. Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
Approved refunds will be processed to your original payment method within 7–14 business days.
Original shipping charges are non-refundable, and return shipping costs are borne by the customer unless the return is due to our error (e.g., wrong or defective item sent).

4. Warranty on Burners
Our frankincense burners come with a 1-year limited warranty against manufacturing defects from the date of delivery.
If a defect occurs under normal use within this period, we will replace the defective part free of charge.
The customer is responsible for shipping costs both ways (sending the part to us and receiving the replacement).
This warranty does not cover damage caused by misuse, accidental breakage, improper cleaning, or exposure to extreme conditions.
Note: Wooden components may naturally crack or fade over time due to humidity or sunlight—this is considered normal aging of organic materials and is not covered under warranty.

5. Final Sale Items
Certain items marked as “Final Sale” (e.g., clearance or promotional bundles) are not eligible for return or exchange, unless defective.

6. Contact Us
Questions about your order or this policy?

Email us anytime at: orders@aurooa.com

We're here to help—and to ensure your aromatic experience is nothing short of exceptional.