Refund policy

RETURN & REFUND POLICY

Last updated: August 6, 2026

Silent Dao is operated by Hong Kong Zetao International Trade Co., Ltd. (“Silent Dao,” “we,” “us,” or “our”).

We hope every Silent Dao order arrives in perfect condition. This policy explains how returns, refunds, cancellations and order issues are handled.

Nothing in this policy limits any mandatory consumer rights available under the laws of the customer’s country or region.

1. RETURN REQUEST PERIOD

You may request a return within 14 calendar days after your order is delivered.

To begin a return, contact info@silentdao.cc before sending any item back.

Returns sent without prior approval may not be accepted.

Submitting a return request does not automatically guarantee that the return will be approved.

2. RETURN ELIGIBILITY

For a change-of-mind return, products must generally be:

• Unused
• Unburned
• Unopened
• In their original packaging
• In resalable condition
• Accompanied by the order number or proof of purchase

Opened, burned, partially used, altered or damaged incense products may be ineligible for a change-of-mind return or may be subject to a deduction for diminished value, to the extent permitted by applicable law.

3. ITEMS THAT CANNOT NORMALLY BE RETURNED

Unless required by applicable law, we do not normally accept change-of-mind returns for:

• Opened or used incense
• Products without their original packaging
• Items damaged after delivery through misuse or improper storage
• Personalised or customised products
• Gift cards
• Products clearly marked as final sale
• Complimentary gifts returned separately from the qualifying purchase

This does not affect your rights where an item is defective, damaged, incorrectly supplied or otherwise protected by mandatory consumer law.

4. COMPLIMENTARY GIFTS

Where an incense holder or another gift is provided free with a qualifying order, it must be returned unused and in its original condition when the qualifying order is returned for a full refund.

Where permitted by law, the stated retail value of an unreturned or used complimentary gift may be deducted from the refund.

5. DAMAGED, DEFECTIVE OR INCORRECT ORDERS

Please inspect your order as soon as it arrives.

Contact us within 7 calendar days of delivery if:

• The product arrived damaged
• The wrong product was received
• An item is missing
• The parcel appears to have been damaged in transit
• The product has a manufacturing defect

Email  info@silentdao.cc with:

• Your order number
• A clear description of the issue
• Photographs or video of the product
• Photographs of the inner and outer packaging
• A photograph of the shipping label

Please do not discard the product or packaging until we have reviewed the claim.

After review, we may offer an appropriate resolution, including replacement, refund, partial refund or another remedy required by applicable law.

6. RETURN AUTHORISATION AND ADDRESS

Do not send returns to the address shown on the parcel without contacting us first.

Approved returns must be sent to the return address provided by our customer service team.

The customer is responsible for following all return instructions and providing valid tracking information.

We are not responsible for unauthorised returns or returns sent to an incorrect address.

7. RETURN SHIPPING COSTS

For approved change-of-mind returns, the customer is responsible for return shipping costs, customs documentation and any associated fees, unless applicable law requires otherwise.

For confirmed damaged, defective or incorrect items, Silent Dao will provide an appropriate remedy and will cover reasonable return costs where required.

Original shipping charges are normally non-refundable unless:

• The item was damaged, defective or incorrect
• The entire order was cancelled before dispatch
• Applicable law requires the shipping charge to be refunded

We recommend using a tracked shipping service. Silent Dao is not responsible for return parcels lost or damaged before they are delivered to the approved return address.

8. INTERNATIONAL RETURNS

International customers are responsible for correctly declaring the parcel as returned merchandise.

Any customs duties, taxes, brokerage charges or handling fees caused by incorrect return documentation may be deducted from the refund where permitted by law.

Please do not mark a returned parcel as a commercial sale.

9. INSPECTION AND REFUNDS

We will notify you after the returned item has been received and inspected.

If approved, the refund will be issued to the original payment method, normally within 5–10 business days after approval.

Your bank, card provider or payment service may require additional time to display the refund.

Shipping charges, customs duties, import taxes and third-party fees that were not collected or retained by Silent Dao cannot normally be refunded.

10. PARTIAL REFUNDS

Where permitted by applicable law, a partial refund may be issued where:

• A product has been opened or handled beyond what is reasonably necessary to inspect it
• Original packaging is missing or damaged
• An included item or complimentary gift has not been returned
• The returned product has diminished in value
• Non-recoverable charges have been incurred because a parcel was refused, unclaimed or incorrectly addressed

11. EXCHANGES

We do not currently offer automatic direct exchanges.

To obtain a different product, contact us about returning the eligible item and place a separate order after the return has been approved.

For damaged, defective or incorrect items, we may arrange a replacement without requiring a new order.

12. ORDER CANCELLATIONS

Contact info@silentdao.cc as soon as possible if you need to cancel or change an order.

We will try to assist, but cancellation is not guaranteed after the order has entered processing or been dispatched.

If an order has already shipped, the applicable return procedure must be followed.

13. REFUSED OR UNCLAIMED ORDERS

Refusing delivery or failing to collect a parcel does not automatically qualify the order for a full refund.

If the parcel is returned to us, any refund will be considered after receipt and inspection. Original shipping, return shipping, customs charges, carrier fees and other non-recoverable costs may be deducted where permitted by law.

14. CHARGEBACKS

Please contact us before initiating a payment dispute or chargeback so that we have an opportunity to investigate and resolve the issue.

This does not restrict any legal rights you may have through your card issuer or payment provider.

15. CONTACT

To request a return or report an order problem, contact:

Silent Dao
Operated by: Hong Kong Zetao International Trade Co., Ltd.
Email: info@silentdao.cc
Business address: UNIT D18,3/F WONG KING IND BLDG NO.2 TAI YAU ST SAN PO KONG HONG KONG