Refund policy

Refund policy

Order Cancellation

Orders can be cancelled for any reason before the order has left our warehouse. A cancellation fee of 5% applies to cover processing costs. Once an order has shipped, it can no longer be cancelled.

Change of Mind

We don't offer a refund, exchange, or store credit for change of mind (for example, if a fragrance isn't quite to your taste). This is a business policy choice, not a legal requirement — it doesn't affect your rights under Australian Consumer Law for faulty, damaged, or not-as-described items, covered below.

Faulty, Damaged, or Not as Described

If your order arrives faulty, damaged, or doesn't match what was described, you're entitled to a repair, replacement, or refund under the Australian Consumer Law — regardless of whether the item has been opened, used, or is a category like soap or perfume. This applies even if the fault only becomes apparent once you've tried the product.

Please contact us at info@incenseaustralia.com.au within 14 days of receiving your order, with a description and photos of the issue where possible, and we'll sort out a repair, replacement, or refund. Reasonable claims made after 14 days are still covered by your consumer guarantee rights — the 14-day window is just so we can resolve things quickly for you.

Lost or Delayed Parcels

If your order doesn't arrive, get in touch with us at info@incenseaustralia.com.au and we'll help sort it out with the courier on your behalf. Choosing untracked postage can make a lost-parcel claim harder to resolve, so we recommend tracked shipping — but this doesn't take away your right to a remedy if something we shipped goes missing due to an error on our part.

Your Rights

Nothing in this policy limits or excludes any consumer guarantee, right, or remedy you have under the Australian Consumer Law.