Last updated: 1/02/2026
At Starscent, we take pride in the quality of our products. This Returns & Refunds Policy explains when returns, refunds, replacements, or store credits may be available.
Nothing in this policy limits your rights under Australian Consumer Law.
Change of Mind
Due to hygiene, safety, and product integrity reasons, Starscent does not accept change-of-mind returns on any of the following items:
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Candles
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Diffusers
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Room Sprays
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Car Scents
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Samples
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Gift Sets
Please choose carefully before purchasing, particularly when selecting fragrances.
Faulty or Damaged Items
If your order arrives faulty or damaged, you must notify us within 48 hours of delivery by email and provide:
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Your order number
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Clear photographs of the product and external packaging
All claims are assessed individually.
Where a fault or transit damage is confirmed, Starscent will offer, at its discretion:
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A replacement
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Store credit
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A refund
Damage to external packaging only (where the product itself is unaffected) does not qualify for replacement or refund.
Failure to report issues within 48 hours may void eligibility for resolution.
Lost Parcels
If your parcel is lost in transit, Starscent will assist by lodging an investigation with the courier.
Refunds or replacements will only be considered once the courier investigation has concluded.
Starscent is not responsible for parcels marked as delivered by the courier.
Allergies & Sensitivities
Starscent products contain fragrance oils which may cause reactions in sensitive individuals.
We are not responsible for allergic reactions or changes in scent preference. Customers are encouraged to purchase samples before committing to full-size products.
Event, Custom & Personalised Orders
Event, bulk, custom, or personalised orders:
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Require deposits which are strictly non-refundable
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Cannot be cancelled, refunded, or modified once production has commenced
Return Conditions (Where Approved)
Where Starscent authorises a return:
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Items must be unused, unopened, and in original packaging
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Customers are responsible for all return shipping costs unless the product is confirmed faulty or incorrectly supplied
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Original shipping fees are non-refundable
Returned items sent without written approval will not be accepted.
Starscent is not responsible for items lost or damaged during return transit. Customers are strongly advised to use tracked shipping.
Refund Processing
Approved refunds are issued to the original payment method.
Please allow 5–10 business days for funds to appear, depending on your payment provider.
Exchanges
Exchanges may be offered at Starscent’s discretion and are subject to product availability.
Contact Us
For returns or refund enquiries, please contact:
Starscent
Email: info@starscent.com.au