We want you to be completely satisfied with your Aroma Incense purchase. If you’re not happy with your handcrafted incense bead jewellery for any reason, we’re here to help.
Changed your mind? Return unused items within 30 days for a full refund
Wrong size or prefer a different style? We’ll happily exchange your item
You’re fully protected under Australian Consumer Law for faulty or misrepresented items
We understand that sometimes a product might not be exactly what you expected. If you change your mind about your purchase, you can return it within 30 days of delivery for a full refund, provided:
Important: Due to the nature of our handcrafted incense bead jewellery, we cannot accept returns if:
Under the Australian Consumer Law (ACL), you have guaranteed consumer rights that cannot be excluded. These rights apply in addition to our 30-day money-back guarantee.
All products sold by Aroma Incense come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to:
You may be entitled to a remedy if your product:
A major failure occurs when:
Email us with your order number and reason for return. We’ll respond within 24 hours.
We’ll review your request and send you a Return Authorisation (RA) number and return instructions.
Securely package your item with the RA number and send it back using tracked shipping.
Once we receive and inspect your return, we’ll process your refund within 7-10 business days.
Return Address:
Returns must be sent to the address provided in your Return Authorisation email. Do not send items back without first contacting us – unauthorised returns may not be accepted.
Processing Time:
We’re happy to exchange your item for a different size, bead count, or style within 30 days of delivery. To request an exchange:
Exchange Shipping Costs:
Price Differences:
Refunds are processed to your original payment method:
7-10 business days
5-7 business days
7-10 business days
5-7 business days
We take great care in packaging and quality control, but occasionally issues can occur during shipping or manufacturing. If your item arrives damaged or has a defect, please contact us immediately (within 7 days of delivery).
Including all shipping costs
Sent immediately at no charge
If you’d like to keep the item
Full amount plus goodwill gesture
You won’t need to return the item until we’ve agreed on the solution. We’ll provide a prepaid return label if return is necessary.
For hygiene, safety, and quality reasons, the following items cannot be returned unless faulty:
If your order shows as delivered but you haven’t received it:
We’re not responsible for packages marked as delivered by the courier, but we’ll do our best to help resolve the situation.
If we sent you the wrong item by mistake:
Yes! You can cancel your order for a full refund if it hasn’t been dispatched yet. Contact us as soon as possible with your order number. Once an item has been shipped, you’ll need to follow our standard return process when you receive it.
No worries! You can exchange it for the correct size within 30 days of delivery. Contact us to arrange an exchange. You’ll be responsible for return shipping costs, and we’ll send your new size free of charge once we receive the original.
Yes. If you received an Aroma Incense product as a gift, you can return it for a refund to the original purchaser or for store credit in your name. You’ll need the order number or gift receipt.
Sale and discounted items can be returned under our standard 30-day policy unless marked as “Final Sale.” Items marked “Final Sale” can only be returned if faulty or don’t match the description (Australian Consumer Law rights still apply).
Yes, please include a note with your name, order number, Return Authorisation (RA) number, and reason for return. This helps us process your return quickly.
Don’t worry! We can look up your order using your email address or name. Contact us and we’ll find your order details.
Our change of mind returns policy is 30 days. However, your Australian Consumer Law rights apply for a reasonable period beyond 30 days if the product is faulty or doesn’t match the description. Contact us to discuss your situation.
No. We don’t charge restocking fees for any returns, whether it’s a change of mind or a faulty item.
Once we process your refund, you’ll receive an email confirmation. The refund will appear in your original payment method within the timeframes listed above. If you haven’t received it after that period, contact your bank first, then reach out to us if needed.
Yes! Items purchased at our Sydney events or pop-ups can be returned through our online return process. Just follow the same steps and include your original receipt or proof of purchase.
Our customer service team is here to assist you with any returns, refunds, or exchange enquiries.
Your satisfaction is guaranteed with our 30-day return policy and full Australian Consumer Law protection