If it's not right, we'll make it right
We want you to love your Banksia piece. If something's not quite right, we'll sort it out — honestly, and without the fine print.
No forms, no runaround. Just a real person, a real reply, and a real fix.
Returns, the small-business way
We're not a faceless warehouse. When you email us about a return, you're talking to the same person who packed your piece — and that makes everything simpler.
30 days of grace
Take it home, live with it, see how it feels in your space. Change your mind within 30 days and we'll take it back — no questions.
Real people, real replies
No forms, no return merchandise numbers, no hold music. One email to a real Australian, reply within one business day.
Covered beyond 30 days
After the 30-day window, our Lifetime Guarantee takes over. If it ever breaks, we replace it — for as long as you own it.
Simple, honest coverage
This policy sits on top of (never replaces) the rights you have under Australian Consumer Law. Here's exactly what we can and can't take back.
✨ What we accept
- Change-of-mind returns within 30 days of delivery
- Items that arrive damaged (reported within 7 days)
- Items with a manufacturing fault
- Items that stop performing as intended — covered for life
- Orders sent to the wrong address due to our error
🚫 What we can't accept
- Items used, lit, or opened (tea lights, candles)
- Returns requested after 30 days (unless a fault is found)
- Cosmetic variation — every pod is uniquely shaped by nature
- Damage from misuse, open flame, pets or water
- Final-sale or clearance items (clearly marked at checkout)
Quick and painless — promise
No forms, no return merchandise numbers, no waiting on hold. Just an email.
Email us within 30 days
Send a quick message to hello@aromabanksiaaustralia.com with your order number and a short note about what's happening.
We'll confirm & send return details
A real person replies within one business day to approve your return and share the return address and any instructions.
Post it back to us
Pack the piece carefully (original packaging is ideal) and return it. For change-of-mind returns, return postage is at your cost.
Refund or replacement
Once we receive and inspect the piece, we process your refund (to your original payment method) or dispatch a replacement within 3–5 business days.
Returns, in plain English
Need to return something?
We're a small team and we read every email ourselves. Reach out and we'll make the process as painless as possible.