Return Policy
Returns & Eligibility
We accept returns within 30 days of delivery, subject to the conditions below.
To be eligible for a return:
- Items must be unused and in original packaging
- All components, accessories, and included items must be returned
- Proof of purchase is required
Due to hygiene and safety reasons, opened or used items are not eligible for return or refund unless faulty.
We do not offer refunds for change of mind or general dissatisfaction where the product is not faulty, damaged, or otherwise covered under Australian Consumer Law.
Items marked as final sale, promotional clearance, or flash sale are not eligible for return or refund unless faulty.
We do not require items to be returned in most cases and will resolve issues directly with you through replacement or other appropriate solutions.
Faulty or Damaged Items
If your item arrives damaged or faulty, please contact us as soon as possible with clear photographic evidence so we can resolve the issue promptly.
Where a fault is confirmed, we will provide a replacement, repair, or other appropriate remedy.
Product Performance & Satisfaction
If you’re not satisfied with your product, please contact us and we’ll work with you to resolve the issue. This may include troubleshooting, replacement parts, or alternative product support.
Refunds are not provided for change of mind.
Scent Pods & Consumables
Due to hygiene and quality control reasons, scent pod packs are not eligible for return or refund unless faulty.
If you experience an issue with scent performance, please contact us and we’ll assist with a replacement or store credit where appropriate.
Missing Items
All starter kits include components packed within the product for safe transport.
Customers must check all packaging thoroughly before reporting missing items.
Returns Process
If your return is approved:
- You will receive instructions on how to return the item
- A return shipping fee may apply depending on your location
- Returns sent without prior approval may not be accepted
We do not refund original shipping costs or any customs charges.
Once your return is received and inspected, we will notify you of the outcome.
If approved, refunds will be processed to your original payment method within 15 business days.
Delivery & Shipping Issues
Customers are responsible for ensuring their delivery address is correct at checkout.
If an order cannot be delivered due to an incorrect, incomplete, or unsupported address (including PO Boxes where courier delivery is unavailable), the parcel may be returned to sender.
In these cases, we are unable to offer a refund, but we can arrange reshipment once a valid residential or business address is provided.
Missed Deliveries & Uncollected Parcels
If a delivery attempt fails and the parcel is held for collection, it is the customer’s responsibility to arrange collection.
If a parcel is:
- unclaimed
- refused
- returned to sender
- or unable to be delivered
it is not eligible for a refund. We can arrange reshipment where applicable.
Delivered Parcels
If tracking shows a parcel has been delivered, customers should contact the courier directly for delivery disputes.
We will assist where possible, however refunds are not provided for delivered parcels unless required under Australian Consumer Law.
Once a parcel is marked as delivered, including where it has been left in a safe place, responsibility transfers to the customer.
Delivery Timeframes
Delivery timeframes are estimates only.
Delays caused by couriers, peak periods, or external factors are outside our control and are not grounds for refunds.
Order Changes
Orders can be amended within 12 hours of purchase by contacting our support team.
After this time, we cannot guarantee changes can be made.
Resolution Limits
We generally provide one replacement or reshipment per order.
Once a replacement or reshipment has been issued, the order will generally be considered resolved.
Chargebacks & Disputes
If a payment dispute or chargeback is initiated before contacting us, we may not be able to offer reshipment or further resolution until the dispute is closed.
Contact
For any issues, please contact:
officialscentflow@gmail.com