Refund policy

Returns & Refunds

Because Presence Sanctuary products are personal-use items, we do not accept returns or exchanges for change of mind, scent preference, or products that have been opened or used.

If your order arrives damaged, defective, or incorrect, please contact us at presence.sanctuary11@gmail.com as soon as possible after delivery. Please include your order number and, if applicable, photos of the item and packaging so we can make it right.

Digital products

Digital audio purchases are non-returnable and non-refundable once delivered or downloaded. If you experience a problem accessing your digital purchase, please contact us and we’ll be happy to help.

Cancellations

If you need to cancel a physical-product order, please contact us as soon as possible. If the order has not yet been processed or shipped, we will do our best to cancel it and issue a refund. Once an order has been shipped, it cannot be canceled.

Damaged, defective, or incorrect items

If there is a problem with your order, please contact us promptly so we can evaluate the issue and arrange an appropriate replacement or refund.

Refunds that are approved will be returned to the original payment method. Processing times may vary depending on your bank or credit card company.

Questions about an order can be sent to presence.sanctuary11@gmail.com.