Refund & Returns Policy
Last updated: 7 September 2026
We want you to feel confident shopping with Fragrance Cart AU. This policy explains how returns, refunds, damaged items and order issues are handled.
1. Returns
If you would like to request a return, please contact our customer support team as soon as possible after receiving your order.
Unless the product is faulty, damaged, incorrect or otherwise covered by your rights under Australian Consumer Law, returned products should generally be unused, unopened and in their original packaging.
Please do not return any product before contacting us and receiving return instructions.
2. Change of Mind
We understand that sometimes you may change your mind about a purchase. Change-of-mind return requests may be considered where the product is unused, unopened and in its original saleable condition.
Change-of-mind returns are subject to approval. Original delivery charges are generally not refundable, and customers may be responsible for the cost of returning the product.
This section does not limit any rights you may have under Australian Consumer Law.
3. Faulty or Defective Products
If you believe your electronic fragrance device is faulty or defective, please contact us with your order number and a description of the issue.
We may ask you to provide:
- Your order number
- Photos of the product
- Photos of the packaging
- A short video showing the fault, where appropriate
- Any other information reasonably required to assess the issue
Once we have reviewed the information, we will provide you with the appropriate next steps.
4. Damaged Items
If your order arrives damaged, please contact us as soon as reasonably possible after delivery.
Please keep the product, original packaging and shipping packaging while we review your request. Clear photographs of the damaged product and packaging may be required.
5. Incorrect or Missing Items
If you receive an incorrect product or believe an item is missing from your order, please contact our support team with your order number and details of the issue.
We will review the order and shipping information and work with you to resolve the issue where appropriate.
6. Fragrance & Scent Preferences
Fragrance preferences are personal and may vary from person to person. A fragrance smelling different from what you expected does not necessarily mean that the product is faulty.
For hygiene and product integrity reasons, fragrance products that have been opened or used may not be eligible for a change-of-mind return.
This does not affect your rights where a product is faulty, unsafe, incorrectly described or otherwise covered by Australian Consumer Law.
7. Return Shipping
Where a return is accepted for change-of-mind reasons, you may be responsible for return shipping costs.
Where a product is faulty, damaged, incorrect or otherwise qualifies for a remedy under Australian Consumer Law, return shipping will be handled in accordance with your applicable consumer rights.
Please contact us before returning an item so that we can provide the appropriate return instructions.
8. Refunds
Once an approved return has been received and assessed, we will notify you of the outcome.
Where a refund is approved, it will generally be issued to the original payment method used for the purchase.
Processing times may vary depending on your bank, card issuer or payment provider.
9. Order Cancellations
If you need to cancel an order, please contact us as soon as possible.
We will do our best to assist; however, we cannot guarantee that an order can be cancelled once it has been processed, packed or dispatched.
10. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage.
You may also be entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this Refund & Returns Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded under Australian Consumer Law.
11. Contact Us
To request a return, report a problem or ask a question about a refund, please contact our customer support team.
To help us assist you quickly, please include your order number and details of the issue.