Refund policy

Return & Refund Policy

Every Sapphire Scents product is hand-poured in small batches, and many are made to order just for you. Please read this policy before you buy. It explains when we will (and won't) offer a remedy, and what we need from you to assess a claim.

Nothing in this policy excludes, restricts or changes your rights under the Australian Consumer Law (ACL). Where this policy and the ACL differ, the ACL applies.

1. Change of mind

We do not offer refunds, exchanges or store credit for change of mind. This includes, but is not limited to:

no longer wanting the item, or ordering the wrong item, scent or quantity
not liking a scent, or finding a scent stronger or weaker than expected (fragrance is personal and varies with your warmer, room size and airflow)
finding the item cheaper elsewhere

Because our products are fragranced, hand-made and often poured to order, we cannot resell returned items. Please choose carefully, and contact us before ordering if you have any questions about a product or scent.

2. Handmade variation

Each melt is hand-poured and hand-coloured with mica, so small differences in colour, shimmer, finish, surface texture, frosting, air bubbles or shape between batches and from product photos are a normal part of a handmade product. These are not faults and do not affect how the melt performs.

3. When you may be entitled to a remedy

Under the ACL you are entitled to a remedy if a product you bought from us:

is faulty or not of acceptable quality
is significantly different from its description or photos (beyond normal handmade variation)
arrives damaged in transit so that it can no longer be used as intended
is not the item you ordered

Minor problem: we will choose whether to replace the item or refund you. With your agreement, we may instead offer store credit.

Major problem: you may choose a refund or a replacement. Refunds for major problems are paid to your original payment method. We will only issue store credit instead if you choose it.

4. What is not covered

We are not required to provide a remedy where the problem was caused by:

using the product other than as intended or against our instructions (for example, overheating, using an unsuitable warmer, mixing with other products, or leaving a warmer unattended)
exposure to heat, sunlight or other conditions after delivery or collection, including parcels left outside or in a hot car after delivery
damage, alteration or contamination after the product was delivered or collected
an incorrect or incomplete delivery address supplied at checkout

Wax naturally softens in hot weather. Softening, small marks or a change in shape that does not stop the melt from being used as intended is not a fault.

5. What we need from you to assess a claim

To be eligible for any remedy (refund, replacement or store credit), you must provide all of the following:

Proof of purchase, such as your order number or confirmation email, a receipt, or a bank or card statement showing the purchase.
Clear photos or video of the problem, showing the product and its label.
For transit damage or wrong items: photos of the outer packaging and the shipping label, plus the inner packaging as received.
A description of the problem and, for faults in use, how the product was used (for example, the type of warmer).

Please keep the product and all packaging until your claim is resolved. We may ask you to return the item to us for inspection before we provide a remedy. If the item is faulty, we will cover the reasonable cost of returning it.

We will assess every claim on its merits. If we are unable to verify the purchase or the problem from the evidence provided, we may decline the claim or ask for more information.

6. Time to report a problem

Please contact us as soon as you notice a problem. For damaged, incorrect or missing items, we ask that you contact us within 7 days of delivery or collection. This helps us investigate with Australia Post and confirm what happened. Claims made later will still be assessed in line with the ACL, but delay may make it harder for us to verify the cause of the problem.

7. Lost parcels and delivery issues

If tracking shows your parcel as delivered to the address you supplied, it is considered delivered. If a parcel is lost in transit before delivery, we will lodge a claim with Australia Post and, once confirmed lost, send a replacement or refund. If an order is returned to us because of an incorrect address or because it was not collected from the post office, we can resend it once you pay the new postage cost.

8. Cancellations

Orders can be cancelled for a full refund only before we begin pouring or packing your order. Please contact us as quickly as possible. Once a made-to-order item has been poured, or an order has been packed or dispatched, it cannot be cancelled.

9. Sale items and gifts

Sale and discounted items are covered by this policy in the same way as full-price items. Gift recipients may make a claim with the purchaser's proof of purchase. Any refund is paid to the original payment method.

10. Shipping costs

Original shipping costs are not refundable except where required by the ACL (for example, where we refund an order because of a major problem or because we sent the wrong item).

11. Payment disputes

Please contact us before lodging a chargeback or payment dispute with your bank. Most issues can be resolved quickly by email, and we will provide your order details, tracking and correspondence to your bank if a dispute is lodged.