Refund policy
CANCELLATION, RETURN & REFUND POLICY
Effective Date: 05 July 2026
At FOXAL Natural Incense, we are committed to delivering fresh, hygienically packed, and high-quality products. Due to the nature of incense and fragrance products, our cancellation, return, and refund policy has been designed to ensure product safety, hygiene, and fairness for all customers.
By placing an order on foxal.in, you agree to this policy.
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1. Business Information
Business Name: FOXAL Natural Incense
Business Type: Proprietorship
Proprietor: Kailashben Vaghasiya
Website: https://foxal.in
Email: support.foxal@gmail.com
Registered Address:
01, Paras Row House,
Near Krutika Vidhyalay,
Madhav Mall,
Thakkarbapanagar,
Ahmedabad – 382350,
Gujarat, India
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2. Order Cancellation
Orders may be cancelled only before they are packed or dispatched.
Once an order has been packed, handed over to the courier, or shipped, it cannot be cancelled.
To request cancellation before dispatch, please email us at:
support.foxal@gmail.com
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3. Return Policy
As our products are aromatic and hygiene-sensitive, we do not accept returns for:
* Opened products
* Used products
* Burnt incense
* Products with broken manufacturer seals
* Products damaged after delivery due to customer handling
* Products where fragrance preference has changed
* Products ordered by mistake after dispatch
This policy helps maintain hygiene and product quality for all customers.
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4. Products Eligible for Replacement
We will gladly provide a replacement if you receive:
* A damaged product
* A manufacturing defect
* The wrong product
* Missing items from your order
* Products damaged during transit
All requests are subject to verification.
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5. Reporting Time
Any issue must be reported within 48 hours of delivery.
Please email:
support.foxal@gmail.com
Include:
* Order Number
* Customer Name
* Contact Number
* Description of the issue
* Clear photographs
* Unboxing video (strongly recommended)
Requests made after 48 hours may not be eligible for replacement.
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6. Unboxing Video Requirement
To help us investigate claims quickly and fairly, customers are strongly advised to record a single continuous unboxing video.
The video should clearly show:
* The sealed package before opening
* Shipping label
* Entire opening process
* Products received
* Any visible damage or missing items
FOXAL Natural Incense reserves the right to request this video before approving a replacement or refund.
Failure to provide reasonable supporting evidence may result in rejection of the claim.
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7. Inspection Process
Once we receive your complaint, our support team will:
* Review your request
* Verify photographs and videos
* Contact you if additional information is required
Verification usually takes 2–5 business days.
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8. Replacement Process
If your request is approved, we may:
* Send a replacement product, or
* Issue a refund if a replacement is unavailable.
The method of resolution will depend on product availability and the nature of the issue.
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9. Refund Policy
Approved refunds will be processed using the original payment method used during checkout.
Refund processing time may vary depending on your bank or payment provider.
Generally, refunds are completed within 5–10 business days after approval.
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10. Situations Where Refunds Will Not Be Granted
Refunds or replacements will not be provided in the following situations:
* Product has been opened or used.
* Fragrance preference has changed after purchase.
* Customer no longer wants the product after dispatch.
* Incorrect shipping address was provided by the customer.
* Delivery failed because the customer was unavailable.
* Minor variations in colour, fragrance, packaging, or appearance due to natural ingredients.
* Damage caused after successful delivery.
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11. Refused Deliveries
If a customer refuses delivery without a valid reason after shipment, any shipping and return charges incurred may be deducted from the refundable amount, where applicable.
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12. Non-Returnable Products
For hygiene and safety reasons, the following products are non-returnable once delivered:
* Opened Dhoop Cones
* Used Incense Products
* Burnt Products
* Products without original packaging
* Promotional or free items
* Gift items (unless damaged during transit)
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13. Fraud Prevention
FOXAL Natural Incense reserves the right to refuse replacement or refund requests in cases involving:
* False claims
* Repeated abuse of the return policy
* Manipulated photographs or videos
* Suspicious ordering activity
* Fraudulent transactions
Where necessary, additional verification may be requested.
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14. Force Majeure
We shall not be responsible for delays in refunds or replacements caused by events beyond our reasonable control, including:
* Natural disasters
* Floods
* Fire
* Pandemic
* Government restrictions
* Transport disruptions
* Banking network failures
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15. Contact Us
For cancellation, return, or refund-related queries, please contact:
FOXAL Natural Incense
Email: support.foxal@gmail.com
Website: https://foxal.in