Refund policy
RETURN POLICY
At Incendio, 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.
Clothing & Apparel Return Rules (including all types of clothing, footwear, and related items such as Halloween costumes)
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Condition Requirements
Returns are only accepted if the item is unworn, unwashed, with original tags attached, and returned in its original packaging. All returned items are subject to inspection. If an item shows signs of wear, damage, or use, the return will be rejected. -
Return Shipping Costs
All return shipping costs for clothing, costumes, and related items are the sole responsibility of the customer. Incendio does not provide prepaid return labels and does not assume responsibility for return shipping, except in cases where the item is defective, damaged, or incorrect.
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Size Responsibility
Returns or cancellations are not accepted for reasons of fit or personal preference if the correct size and item were delivered. We recommend checking our size chart carefully before placing an order.
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Return Restrictions
Additional restrictions on returns can be found in the Exceptions / Non-Returnable Items section of this policy.
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
• Sale items or gift cards
Please note: Returns are only accepted in cases of defective, damaged, or incorrect items, supported by photo or video evidence.
Refusal of an order after receiving it due to its uselessness is not a valid reason for a refund.
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 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. If your order included the Shipping Protection option, you may file a claim according to the coverage terms.
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 legal right to cancel or return their order within 14 days for any reason. To qualify, the item must be unworn, unwashed, unused, with original tags attached, and returned in its original packaging with proof of purchase. All returned items are subject to inspection, and returns may be refused if these conditions are not met.
Customers are responsible for all return shipping costs under the 14-day cooling-off period, unless the return is due to a defective, damaged, or incorrect item.
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
• Sale items or gift cards
• Custom or made-to-order clothing and accessories
• Hygiene-sensitive products, such as underwear or intimate apparel
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.
