Natural Incense Pty Ltd’s Returns Policy

We want you to love your purchase, but if you have changed your mind, you can return your item online or at our business address. Please remember to provide a receipt or proof of purchase when returning your item.

Our policy including the change of mind limits do not exclude or replace your rights under Consumer Guarantees of the Australian Consumer Law, regulations or otherwise as required by law.

Change of Mind

If you have changed your mind, we may offer you a refund provided that the refund:

  • is made within 30 days of purchase.
  • you are able to provide satisfactory proof of purchase
  • the item was purchased from our online store or at our business address
  • the item is in saleable condition (i.e. the original tags and labels are still attached if applicable) and the item must be unworn, unused, undamaged and as sold
  • the item is not subject to the exclusions listed below

We will assess the item to determine whether a refund will be offered in accordance with our Returns Policy. Please note that delivery cost is non-refundable for change of mind returns.

Excluded change of mind items

Please choose carefully when purchasing items designated as on sale items as change of mind returns will not be accepted. Subject to availability, an exchange for an identical item (same style, model etc) may be provided.

Returns and exchanges will not be provided on the items which are custom made, personalised and altered unless the items fail to meet a consumer guarantee.

Sales to individuals who we believe to be resellers or bulk purchasers are final sales, and the change of mind policy does not apply.

If you are unable to provide satisfactory Proof of Purchase, we are unable to provide you with a change of mind return or exchange.

We recognise that the option to return an unwanted item is important to our customers. To ensure a positive shopping experience for all customers and to prevent fraud, abuse and misuse of this policy, we may refuse to accept items returned for Change of Mind if we identify an unreasonable or excessive return pattern and may also restrict or refuse future transactions from such individuals.

Proof of purchase

Refunds, exchanges or repair requests must be accompanied by any one of the following proof of purchase documents for change of mind:

  • Original register receipt tax invoice (electronic or photograph will be accepted)
  • Online Tax Invoice (order confirmations will not be accepted)
  • Original return/exchange receipt/gift receipt

Please note that we are not responsible for proving your purchase. You must supply the proof of purchase, which we can validate.

Refunds 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].