Refund policy

Last updated: 07/07/2026

At Scentroma, we are committed to supplying quality candle-making products, packaging solutions, and accessories to businesses, creators, and candle makers across Australia.

Due to the nature of our bulk supply model, returns and refunds are managed differently from standard retail purchases. This policy outlines the conditions under which returns, replacements, and refunds may be approved.

1. Return Eligibility

Returns may be accepted under the following circumstances:

  • Products received are damaged during transit.
  • Products contain verified manufacturing defects.
  • Incorrect products or quantities have been supplied due to an error by Scentroma.

Customers must notify Scentroma at 1300 795 776 or sales@scentroma.com.au within 7 days of receiving their order if there is an issue with their shipment.

To assist with assessment, customers may be required to provide:

  • Order number or proof of purchase.
  • Photos or videos showing the issue.
  • Photos of packaging and shipping condition where applicable.
  • Details of the affected products and quantities.

Returns cannot be processed without prior approval from Scentroma.

2. Bulk Order and Wholesale Returns

Scentroma supplies products in bulk quantities. Due to the nature of wholesale purchasing, we do not accept returns based on:

  • Change of mind.
  • Incorrect quantity ordering by the customer.
  • Customer preference changes.
  • Products no longer being required.
  • Failure to check product specifications before ordering.

Customers are responsible for confirming product requirements, measurements, quantities, and suitability before placing an order.

For bulk inventory holding arrangements, customers acknowledge that once products have been manufactured, purchased, or allocated specifically for their order, they remain responsible for the agreed order quantity and payment commitment.

If you are unsure whether a product is suitable for your intended application, we strongly recommend contacting Scentroma before placing an order so our team can assist with product information and specifications.

Change-of-Mind Requests

While Scentroma does not generally accept change-of-mind returns, customers may contact our customer support team to discuss their circumstances.

Any exception to this policy is considered at Scentroma's discretion and must be approved before the product is returned or an order is cancelled.

Where Scentroma agrees to accept a change-of-mind return or cancellation, an administration and/or restocking fee may apply. The customer may also be responsible for any applicable shipping or return freight costs.

This exception does not apply to custom, made-to-order, or specifically allocated bulk inventory where production, procurement, or allocation has commenced, except where otherwise required under Australian Consumer Law.

3. Product Suitability and Customer Responsibility

Scentroma provides product information, specifications, and available guidance to assist customers in selecting suitable products.

However, customers are responsible for determining whether products are suitable for their own manufacturing processes, production requirements, and intended use.

This includes, but is not limited to:

  • Candle jar dimensions and compatibility.
  • Wax, wick, and fragrance testing requirements.
  • Product capacity and performance requirements.
  • Packaging and presentation requirements.

Scentroma does not guarantee that a product will achieve a customer's intended outcome unless specifically agreed in writing.

Customers should conduct their own testing before commencing commercial production using Scentroma products.

4. Custom and Made-to-Order Products

Custom products, including but not limited to:

  • Custom printed candle jars.
  • Custom packaging.
  • Special production requests.
  • Products manufactured specifically according to customer requirements.

are not eligible for cancellation, return, or refund once production has commenced.

Before production begins, customers are responsible for approving:

  • Artwork and logo files.
  • Product specifications.
  • Measurements and finishes.
  • Colour references and design requirements.

Once artwork, specifications, samples, or production details have been approved by the customer, Scentroma is not responsible for errors resulting from customer-approved information.

Scentroma is not responsible for variations that fall within normal manufacturing tolerances or differences caused by:

  • Screen displays and digital colour differences.
  • Lighting conditions.
  • Material characteristics.
  • Normal variations in manufactured products.

For custom requirements or special production requests, customers are encouraged to contact Scentroma before ordering so requirements can be reviewed and confirmed.

5. Product Inspection and Quality Assessment

All reported issues will be reviewed by Scentroma.

Where required, customers may need to provide evidence for assessment. Scentroma reserves the right to inspect products before approving any refund, replacement, or other resolution.

Depending on the circumstances, Scentroma may provide:

  • Replacement of affected products.
  • Partial refund for verified issues.
  • Store credit.
  • Other suitable resolution agreed between both parties.

6. Shipping Damage and International Freight

As products may be manufactured and transported through international supply chains, customers must inspect deliveries upon arrival.

For damaged shipments:

  • Customers must notify Scentroma within 7 days of delivery.
  • Supporting photos/videos of packaging and damaged goods may be required.
  • Damage claims submitted after this period may not be accepted.

Scentroma will work with customers to resolve verified freight-related damage.

Delivery delays caused by circumstances outside Scentroma's reasonable control, including but not limited to:

  • Freight carrier delays.
  • Customs clearance delays.
  • Port congestion.
  • Weather events.
  • International supply chain disruptions.

do not qualify for refunds or cancellation of orders.

7. Return Shipping Costs and Unauthorised Returns

For approved returns caused by:

  • Incorrect products supplied by Scentroma.
  • Verified manufacturing defects.

Scentroma will assess and determine appropriate return shipping arrangements.

For all other approved returns, shipping costs may be the responsibility of the customer.

Products returned without prior approval will not be accepted.

Customers must not deduct disputed amounts from invoices or outstanding payments unless written approval has been provided by Scentroma.

8. Refunds

Once an approved return or claim has been reviewed, Scentroma will notify the customer of the outcome.

Approved refunds will be processed to the original payment method within 10 business days.

Processing times may vary depending on the customer's payment provider or financial institution.

9. Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any rights or remedies available to customers under the Australian Consumer Law.

Where products are faulty, unsafe, or do not meet consumer guarantees under applicable law, customers may be entitled to a repair, replacement, or refund as required by law.

10. Contact Us

For return or refund enquiries, please contact:

Phone number: 1300 795 776

Email: sales@scentroma.com.au

Address:
Scentroma Group Pty Ltd
Unit 8, 2-6 Apollo Ct
Blackburn VIC 3130
Australia