REFUND AND RETURN POLICY
Effective Date: August 26, 2026
Business Location: Houston, Texas, United States
Thank you for shopping with SAGRADO ("we," "us," or "our"), operated under DBA I&CS Services. Because our products—including handcrafted natural incense cones, mystical candles, mini-copaleros, and custom botanical mixtures—are carefully made in small batches, we enforce strict guidelines to ensure quality, safety, and hygiene.
Please read this Refund and Return Policy carefully before making a purchase.
1. Custom Orders & Final Sale Items
Final Sale Status: All custom botanical blends and made-to-order recipes requiring our 7-to-10 business day production period are Final Sale and Non-Refundable once production has commenced.
Limited Exceptions: Exceptions for custom blend orders are made solely at our discretion in the rare event of a fulfillment mistake on our end (e.g., shipping the wrong recipe blend) or verified transit damage reported within our required timeframe.
2. Standard Inventory Returns & 24-Hour Window
For unopened, standard inventory items (such as standard incense packs, candles, or mini-copaleros):
Strict 24-Hour Notification Window: You must email us on the same day your package is delivered (within 24 hours of delivery) as confirmed by carrier tracking timestamps to request an authorization for a return. Return requests submitted after 24 hours of delivery will not be eligible for return or refund.
Item Condition: To be eligible for a return, standard items must be completely unused, unburned, unopened, sealed in their original packaging, and in resalable condition.
3. Damaged or Defective Items
We take great care in packaging your orders securely, but if your shipment arrives damaged or defective during transit:
24-Hour Reporting Required: You must contact us via email within 24 hours of delivery.
Mandatory Photo Proof: Your email must include clear, clear photos showing both the damaged product and the outer shipping container/box with the shipping label visible.
Resolution: Upon review and verification of the photo evidence, we will issue a replacement item (subject to stock availability) or process a refund. Claims submitted without photographic proof or outside the 24-hour window will be denied.
4. Shipping Costs for Returns
Return Shipping Fees: The customer is responsible for paying all return shipping costs for authorized standard returns. We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.
Original Shipping Fees: Original shipping costs charged at checkout are non-refundable and will be deducted from any processed refund amount.
5. Refund Method & Processing
Original Payment Method: Once your returned item is received, inspected, and approved by our team, your refund will be credited back to your original payment method (Credit Card, Venmo, or Cash App).
Processing Time: Please allow 5 to 10 business days after approval for the refund credit to reflect on your account, depending on your financial institution or payment app processing times.
6. Contact Us for Return Authorizations
To report a damaged item or initiate a return within the mandatory 24-hour delivery window, please email us directly through our website contact form with your order number and clear photos of the damaged goods. Unsolicited packages returned without prior email authorization will not be processed.
Contact Us
If you have any questions about our Returns and Refunds Policy, please contact us by e-mail sagradoincense@gmail.com
