Refund policy
Our policy at a glance
We accept returns for damaged or defective items only. We do not offer change-of-mind returns on wax melts, candles, or any opened product, as fragrance items are consumable and cannot be resold once unsealed.
Damaged or defective items
If your order arrives damaged, or the product is defective, please email us at support@scentimelts.co.nz within 14 days of delivery. Include:
- Your order number
- A photo of the damaged or defective item
- A brief description of the issue
We will respond within 1 to 2 business days and arrange a replacement or refund.
Refund process
Refunds are issued to your original payment method within 5 to 10 business days of approval. You will receive an email confirmation when the refund is processed.
Return shipping
For damaged or defective items, we cover the return shipping cost, or waive the return entirely depending on the item.
What is not covered
- Change of mind on any product, opened or unopened
- Scents that do not throw as strongly as expected in your specific space (fragrance is subjective and varies with room size, airflow, and burner type)
- Items damaged through misuse or after the 14 day window
Your rights under New Zealand law
Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If you believe your item does not meet a consumer guarantee, please contact us.
Questions
For any returns questions, contact us at support@scentimelts.co.nz.