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. Our returns and refunds policy is designed to be fair, transparent, and fully compliant with Australian Consumer Law.

30-Day Guarantee

Changed your mind? Return unused items within 30 days for a full refund

Easy Exchanges

Wrong size or prefer a different style? We’ll happily exchange your item

ACL Protected

You’re fully protected under Australian Consumer Law for faulty or misrepresented items

Our 30-Day Money-Back Guarantee

Changed Your Mind?

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:

  • ✓ The item is unused and in its original condition
  • ✓ All original packaging, tags, and accessories are included
  • ✓ The incense beads have not been worn or handled excessively
  • ✓ The fragrance is still intact (beads haven’t been exposed to water, lotions, or perfumes)
  • ✓ You have proof of purchase (order number or receipt)

Important: Due to the nature of our handcrafted incense bead jewellery, we cannot accept returns if:

  • ✗ The item has been worn, used, or damaged
  • ✗ The fragrance has been compromised (exposure to water, chemicals, or excessive handling)
  • ✗ Custom or personalised items (unless faulty)
  • ✗ Items purchased during final sale or clearance events (marked “Final Sale”)

Australian Consumer Law Rights

Your Statutory Rights

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.

Consumer Guarantees

All products sold by Aroma Incense come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to:

  • A replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage
  • A repair, replacement, or refund if goods fail to be of acceptable quality and the failure does not amount to a major failure

When These Rights Apply

You may be entitled to a remedy if your product:

  • ✓ Is faulty or defective
  • ✓ Does not match the description provided on our website
  • ✓ Is not fit for its intended purpose
  • ✓ Does not match any sample or demonstration model shown
  • ✓ Arrived damaged or broken
  • ✓ Has undisclosed defects or issues

What is a “Major Failure”?

A major failure occurs when:

  • The product has a problem that would have stopped someone from buying it if they’d known about it
  • The product is significantly different from the description, sample, or demonstration model
  • The product is substantially unfit for its common purpose and cannot easily be fixed within a reasonable time
  • The product is unsafe

How to Return an Item

Step 1: Contact Us

Email us with your order number and reason for return. We’ll respond within 24 hours.

Step 2: Get Approval

We’ll review your request and send you a Return Authorisation (RA) number and return instructions.

Step 3: Pack & Send

Securely package your item with the RA number and send it back using tracked shipping.

Step 4: Get Refunded

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 inspect all returns within 2-3 business days of receipt
  • Approved refunds are processed within 7-10 business days
  • Refunds will be credited to your original payment method
  • Please allow additional time for your bank to process the refund

Exchanges

Need a Different Size or Style?

We’re happy to exchange your item for a different size, bead count, or style within 30 days of delivery. To request an exchange:

  1. Contact us with your order number and the item you’d like to exchange
  2. Tell us which product you’d like instead
  3. We’ll check availability and provide exchange instructions
  4. Send your item back following our return process
  5. We’ll send your new item once we receive the original

Exchange Shipping Costs:

  • For change of mind exchanges, you pay return shipping; we’ll cover shipping for the new item
  • For faulty or incorrect items, we cover all shipping costs

Price Differences:

  • If your new item costs more, we’ll invoice you for the difference
  • If your new item costs less, we’ll refund the difference

Refund Methods & Timing

How Will I Receive My Refund?

Refunds are processed to your original payment method:

Credit/Debit Card

7-10 business days

PayPal

5-7 business days

Afterpay

7-10 business days

Bank Transfer

5-7 business days

What’s Included in My Refund?

✓ Change of Mind Returns

  • ✓ Product price refunded in full
  • ✗ Original shipping costs not refunded (unless we made an error)
  • ✗ Return shipping costs are your responsibility

✓ Faulty or Incorrect Items

  • ✓ Product price refunded in full
  • ✓ Original shipping costs refunded
  • ✓ Return shipping costs reimbursed or prepaid label provided

Damaged or Faulty Items

Received a Damaged or Defective Product?

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).

What to Do:

  1. Take photos of the damaged item and packaging
  2. Email us with your order number, photos, and description of the issue
  3. Keep all packaging and materials until we’ve resolved the issue
  4. We’ll respond within 24 hours with a resolution

Your Options for Damaged/Faulty Items:

Full Refund

Including all shipping costs

Free Replacement

Sent immediately at no charge

Repair/Partial Refund

If you’d like to keep the item

Store Credit

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.

Special Circumstances

Non-Returnable Items

For hygiene, safety, and quality reasons, the following items cannot be returned unless faulty:

  • Custom or personalised incense bead jewellery
  • Items marked as “Final Sale” or “Clearance”
  • Gift vouchers or e-gift cards
  • Downloadable digital products (e.g., meditation guides)
  • Items that have been used, worn, or had their fragrance compromised

Lost or Stolen Packages

If your order shows as delivered but you haven’t received it:

  1. Check with neighbours, building management, or household members
  2. Contact your local post office with the tracking number
  3. Wait 48 hours in case of delivery delays
  4. If still not found, contact us – we’ll open an investigation with the courier

We’re not responsible for packages marked as delivered by the courier, but we’ll do our best to help resolve the situation.

Wrong Item Sent

If we sent you the wrong item by mistake:

  • Contact us immediately with your order number and photos
  • We’ll send the correct item right away at no charge
  • We’ll provide a prepaid return label for the incorrect item
  • You may keep any small incorrect items (under $20 value) as our apology

Frequently Asked Questions

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.

Need Help?

Our customer service team is here to assist you with any returns, refunds, or exchange enquiries.

Shop with Confidence

Your satisfaction is guaranteed with our 30-day return policy and full Australian Consumer Law protection

Continue Shopping