Refund policy

We have a 30-day return policy: you have 30 days after receiving your item to request a return.

To be eligible, the item must be unused, in the condition you received it and in its original packaging, with proof of purchase. To start a return, email us at support@mizorahouse.com. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back without first requesting a return cannot be accepted.

Damaged or wrong items. Please inspect your order when it arrives. If an item is damaged, defective or not what you ordered, contact us right away with a photo so we can make it right.

Non-returnable items. Opened incense and opened essential oils cannot be returned for hygiene and safety reasons, unless they arrived damaged or defective. Gift cards cannot be returned.

Refunds. Once your return has been received and inspected, we will let you know whether the refund is approved. Approved refunds go back to your original payment method within 10 business days; your bank may need additional time to post it.

Right of withdrawal (EU and UK customers). If you are a consumer in the EU or UK, you may withdraw from this contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier indicated by you, take possession of the goods. To exercise it, inform us (Vantage Trade Group Limited, Unit 1603, 16th Floor, The L. Plaza, 367–375 Queen's Road Central, Sheung Wan, Hong Kong, support@mizorahouse.com) by a clear statement, for example by email or using the model form below. We will reimburse all payments received from you, including standard delivery costs, within 14 days of receiving your withdrawal, using the same means of payment. We may withhold reimbursement until we have received the goods back or you have supplied proof of having sent them back. You bear the direct cost of returning the goods. This right is in addition to our 30-day return policy.

Model withdrawal form — To Vantage Trade Group Limited, Unit 1603, 16th Floor, The L. Plaza, 367–375 Queen's Road Central, Sheung Wan, Hong Kong, support@mizorahouse.com: I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods ___ · Ordered on ___ / received on ___ · Name ___ · Address ___ · Signature (paper only) ___ · Date ___