Warranty Policy

1. Frankincense Burner Warranty

• Warranty Period: 12 months (1 year) from the date of delivery.
• Coverage: Defects in materials or workmanship under normal use (e.g., cracks in the stainless steel bowl, fractures in cast iron components, or detachment of welded joints).
• Service Provided:
  • Eligible claims will receive free replacement parts (such as the heating bowl, lid, or base);
  • If the entire unit is irreparable and spare parts are unavailable, we may offer an exchange or partial refund at our discretion.
• Not Covered Under Warranty:
  • Damage caused by drops, impacts, improper cleaning (e.g., rinsing hot metal parts with cold water), or unauthorized modifications;
  • Warping or damage resulting from using non-recommended heat sources (e.g., direct open flame or oversized candles);
  • Natural aging of wooden components (e.g., cracking or fading due to prolonged exposure to moisture or sunlight)—this is inherent to organic materials and not considered a manufacturing defect.
• Shipping Costs: During the warranty period, the buyer is responsible for both outbound and return shipping fees for replacement parts.

2. Aromatic Consumables (Frankincense, Myrrh, etc.) Return Policy

• Return Window: Within 30 days from the date of delivery.
• Applicable Items: Natural consumables such as frankincense, myrrh, incense powders, pastes, and resins.
• Eligibility for Return/Exchange:
  • Clear quality issues (e.g., mold, unusual odors, foreign contaminants);
  • Or significant discrepancy between the received item and the ordered product (e.g., wrong type or specification).
• How to Request Support:
  1. Please inspect your order promptly upon receipt;
  2. If an issue is found, contact us via email within 30 days: orders@aurooa.com;
  3. Include your order number, clear photos of the issue, and a brief description.
• Important Notes:
  • Due to natural variations in resin (based on origin, harvest year, etc.), differences in scent preference (e.g., “the aroma isn’t what I expected”) are not considered defects and are not eligible for returns;
  • Consumables that have been used beyond one-third of their original quantity are generally not accepted for return.

3. General After-Sales Guidelines

• All warranty or return requests must include valid proof of purchase (e.g., order number or receipt);
• We recommend keeping the original packaging for at least 30 days;
• We will respond with a resolution within 3–5 business days after receiving complete information;
• This policy does not affect your statutory consumer rights under applicable law.

🌿 Note: Natural aromatic materials and handcrafted items each possess unique characteristics. While we strive to deliver high-quality products, we also appreciate your understanding and appreciation of the nuances of natural ingredients and traditional craftsmanship.