Return and Refund Policy

At Scentsway, we want you to feel confident in every purchase. If something isn’t right, we’re here to help. Our policy complies fully with the Australian Consumer Law (ACL), ensuring your consumer rights are completely protected.

You are entitled to a refund, replacement, or repair if a product:

  • Is faulty, defective, or damaged upon arrival
  • Is significantly different from its description or sample shown
  • Is not fit for its intended purpose

How to Request a Return for Faulty or Damaged Items

1. Inspect Your Order on Arrival
Please inspect your items as soon as they are delivered to ensure everything arrived safely.

2. Notify Us of Faults or Shortages
If your order arrives damaged, faulty, or incorrect, please email us as soon as possible at support@scentsway.com.au.
To help us resolve this swiftly for you, please include:

  • Your Full Name & Contact Number
  • Order Number
  • A description of the issue
  • Clear photos of the faulty item, alongside the delivery packaging

3. Assessment & Resolution
Our support team will review your submission promptly. If an item is deemed defective or damaged under the ACL, we will provide full return instructions, cover all return shipping costs, and issue a replacement or a full refund to your original payment method within 10 business days.

Change of Mind Returns
We understand that sometimes you may change your mind. We accept change-of-mind returns within 14 days of delivery, subject to the following strict conditions:

Condition of Items:
All items must be completely unopened, unused, unworn, and in their original, undamaged brand packaging. For Essential Oils, the bottle cap's tamper-evident seal must be entirely intact and unbroken. If the seal is broken or tampered with in any way, the item is strictly ineligible for a return or refund.

Diffuser Jewellery:
Items must be completely untainted by essential oils or physical wear.

Strict Hygiene Exclusions:
For health and hygiene reasons, diffuser pads, X Stone, lava stones and earrings cannot be returned for a change of mind under any circumstances once delivered.

Return Shipping:
The customer is responsible for all return shipping costs for change-of-mind returns. We highly recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.

Sale & Promotional Items: Sale items are eligible for returns under our Faulty/Damaged terms but are strictly excluded from change-of-mind returns.