Refund policy

RETURN POLICY

At Incendio Magic Wand, we are committed to customer satisfaction. If you receive a damaged or incorrect product, we offer a clear and simple process for returns or replacements.

10-Day Return Policy for Damaged or Incorrect Products

If you receive a faulty or incorrect product, you have 10 days from the delivery date to request a refund or replacement. You must provide photos and videos clearly showing the issue with the product.

All returns or replacements must be initiated by contacting: support@incendiomagicwand.com.

Please note that if you contact us after 10 days from the delivery date, we will not be able to issue you a refund or replacement. Refunds are only issued in the case of damaged, defective, or incorrect products. Refusal of an order after receiving it due to its uselessness is not a valid reason for a refund.

Non-Refundable Shipping Fees

Please note that shipping-related fees (such as Shipping Protection and Eco-Friendly Expedited Shipping + Tracking) are non-refundable. Refunds will only be issued for the product(s) purchased, not for any shipping services.

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 Magic Wand is not responsible for lost or stolen packages that have been confirmed as delivered to the address provided at checkout. We do not offer refunds for lost or stolen packages. In such cases, please contact the shipping carrier for further assistance.

High-Demand Seasons

During high-demand seasons like Halloween and Christmas, shipping times may be affected. Once an order has been shipped, Incendio Magic Wand is not responsible for any delays caused by shipping carriers, customs, or other external factors beyond our control. Refunds or returns based on delivery date expectations, including during these periods, will not be accepted. This policy applies regardless of the order date or any implied delivery expectations. No refunds or returns will be issued based on delivery timing during these periods. We highly recommend placing your order early to avoid delays.

European Union 14-Day Cooling-Off Period

For orders shipped to the European Union, customers have the right to cancel or return their order within 14 days for any reason. The item must be unworn or unused, with tags and in its original packaging, and proof of purchase is required.

Exceptions / Non-Returnable Items

Certain items cannot be returned:

  • Perishable goods (such as food, flowers, or plants)
  • Custom or personalized products
  • Personal care items (such as beauty products)
  • Hazardous materials, flammable liquids, or gases

We do not accept returns on sale items or gift cards. If you have any questions about the eligibility of your item for return, please contact us.

How to Start a Return

To start a return or replacement for a damaged or incorrect product, contact us at support@incendiomagicwand.com. Do not send the product back without prior approval. Items sent back without prior approval will not be accepted.

Refunds

Once your request for a return or replacement is approved, refunds will be processed to your original payment method within 15 business days. Please note that it may take additional time for your bank or credit card company to process the refund.

If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at support@incendiomagicwand.com.

Please note that returns will need to be sent to the following address:
Floor 5, Building 2, No. 8 Fengbao Road,
Tangxia Town, Dongguan City, Guangdong Province (Guangda Manufacturing. Tangxia Smart Valley)
Zip code: 523652
Contact person: Hu Xupeng
Phone number: 13392304392

Full Acknowledgment and Acceptance

By placing an order with Incendio Magic Wand, you acknowledge and accept all the terms outlined in our shipping, return, and high-demand season policies. This includes our policies regarding delivery times, customs duties, and the handling of lost or stolen packages. By completing your purchase, you agree to waive any claims for refunds, chargebacks, or returns based on delivery delays or additional charges incurred during transit.

We are available to assist you during our regular business hours:
Monday - Friday: 9:00 - 19:00

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