Effective Date: October 6, 2026
This Refund and Returns Policy applies to all product purchases made through the official e-commerce website of ORGANIC OILS DIRECT PTY LTD, accessible at www.organicoilsltd.com. It sets out clear, fair terms for all return and exchange requests placed by customers for our curated line of natural Australian botanical scents, including reed diffusers, car aromatherapy products, indoor aromatherapy devices and other home fragrance goods. Our full contact details for all policy-related inquiries are as follows:
- Company Name: ORGANIC OILS DIRECT PTY LTD
- Physical and Postal Address: 5 Lakes Blvd, Wooloweyah, NSW 2464, Australia
- Contact Email: [email protected]
- Contact Phone Number: +61 412 489 387
1. Core Rule: No “Refund Only” Requests Are Accepted
We explicitly state that we do not process or approve any pure “refund only” requests where customers keep the purchased products without returning the full order item(s) to our designated return address. This rule applies to all order scenarios, including but not limited to cases where customers claim partial product dissatisfaction, minor shipping delays without damage to goods, or situations where customers have already used or partially consumed the products they received.
We do not issue full or partial monetary refunds for any order unless the customer has returned all corresponding physical products from that order to our warehouse for inspection, and the returned items meet all our valid return eligibility criteria. Any request that asks for a monetary refund while retaining the purchased goods will be automatically rejected by our support team.
2. Eligibility Criteria for Valid Return Requests
To submit a valid return request that qualifies for subsequent processing, you must meet all of the following requirements within 30 calendar days from the date you receive your order:
- You must contact our customer support team first via our official email or phone number to submit a formal return application, and obtain a unique return authorization number from our team before sending any products back. Parcels sent to our address without a pre-approved return authorization number will not be accepted or processed.
- All returned products must be in their original, unused, unopened and undamaged condition, with all original retail packaging, labels, accessories and free promotional items that came with your order fully intact. Products that have been opened, partially used, damaged by improper personal operation, or exposed to conditions outside of normal indoor storage will not be eligible for return processing.
- You are required to cover all return shipping costs to send the items back to our Wooloweyah warehouse, unless the returned products are proven to have manufacturing defects or shipping damage caused by our logistics partners.
3. Processing After We Receive Your Returned Items
Once our team receives and inspects your returned items and confirms they meet all our eligibility criteria, we will never process a direct monetary refund for your order. Instead, you can select one of the following two approved resolution options:
- Equal Value Product Exchange: You can exchange your returned items for other home fragrance or aromatherapy products of the exact same total value from our store catalog. If you select products of a higher total value than your original order, you only need to cover the price difference.
- Store Credit Issuance: We will issue a non-expiring store credit to your registered account on [www.organicoilsltd.com], which can be used to cover the full payment amount of any future orders placed on our website. This store credit has no validity period and no hidden usage restrictions, you can use it at any time for any product in our store, including new arrivals and limited-edition scents.
4. Special Exceptions for Damaged or Defective Products
If you receive products that arrive with obvious shipping damage, or have confirmed manufacturing defects that affect normal usage, please contact our support team within 7 calendar days of delivery, and provide clear photo or video proof of the damage or defect. After our team verifies the issue, we will arrange for a free replacement of the same product, or provide you with extra bonus store credit on top of the value of your original order as a gesture of goodwill. Even in these special exception scenarios, we do not offer pure monetary refunds without the return of the original defective items.
For any questions about this policy, you can reach our support team via the listed contact details at any time, and we will reply to your inquiry within 24 working hours. This policy is designed to ensure fairness for all our customers, while allowing us to keep offering our high-quality, clean natural Australian scents at reasonable prices for every user.