Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, unopened and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at bec@madscents.com.au. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.  If the return is for any reason other than damaged / defective goods, the return postage cost will be at the expense of the customer. The return postage cost, along with a 15% restocking fee will be deducted from your refund amount once the goods are received and inspected. 

You can always contact us for any return question at bec@madscents.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.  Please note that we do need to be notified within 7 days of receipt of your order (the sooner the better so that we can rectify the situation)

As much as we do all that we can to ensure that your orders are packaged away nice and snug, ready for their trip from us to you, it is an unfortunate consequence of shipping fragile items via courier and road that sometimes breakages can occur.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), 
Unfortunately, we cannot accept returns on sale items, including clearance stock or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at bec@madscents.com.au.

We do not currently offer international shipping.

Order Cancellation:
If your order has not yet been shipped, a 15% administrative fee will be applied to all cancelled orders. This includes orders were "Free Local Pickup" has been selected and the additional shipping charge has not been paid.

Change of Mind:
Should you change your mind on your purchase, please email us within 7 business days. A return shipping label will be emailed to you to affix to your parcel and send back. Please note this return shipping expense will be at the Customers expense. An invoice for shipping costs will be emailed. Once paid, the shipping label will be released. Upon receipt of your parcel to Mad Scents, a refund will be processed on all re-salable items (i.e. in original packaging and unused) Return item orders incur a 15% administrative fee.