Terms and conditions

Welcome to Scentopia. By accessing and using our website, you agree to these terms and conditions, which outline our commitments to you and your rights as a customer. We are dedicated to providing quality products and excellent service.

Our promise to you: terms of service

By accessing and using this website, you agree to the following terms and conditions.

General

These terms apply to all users of the website operated by Scentopia.

We reserve the right to update or modify these terms at any time.

Products

We aim to display products, descriptions and pricing accurately. However, we reserve the right to correct errors, inaccuracies or omissions.

As many products are handmade, slight variations in colour, appearance or scent may occur.

Product safety

Customers should follow all product safety instructions provided.

For candles, diffusers, sprays and balms:

  • Keep away from children and pets.
  • Avoid contact with eyes.
  • Discontinue use if irritation occurs.
  • Use products only as directed.

Orders

We reserve the right to refuse or cancel orders at our discretion, including where:

  • Products are unavailable.
  • Payment cannot be processed.
  • Suspected fraudulent activity occurs.

Pricing

All prices are listed in Australian Dollars (AUD).

Placing orders, payments, and delivery

At Scentopia, we strive to make your shopping experience as smooth as possible. We accept various payment methods and ensure reliable delivery of your chosen products.

Payment methods

We accept secure payments via cards and PayPal.

Shipping and delivery

All shipping is handled through Australia Post. We offer both standard shipping and express shipping options to meet your needs.

Returns, refunds, and cancellations

At Scentopia, we want you to love your purchase. If you experience any issues with your order, please contact us and we will do our best to help.

Change of mind returns

We do not offer refunds for change of mind purchases.

However, at our discretion, we may offer a store credit or exchange where:

  • The item is unused and in original condition.
  • The item is returned within 14 days of delivery.
  • Proof of purchase is provided.

For hygiene and safety reasons, used balms, body products and opened personal care items cannot be returned unless faulty.

Faulty or damaged products

Under the Australian Consumer Law, customers are entitled to a replacement, repair or refund for products that:

  • Are faulty or unsafe.
  • Are significantly different from the description.
  • Do not do what they are supposed to do.
  • Arrive damaged.

If your order arrives damaged or faulty, please contact us within 7 days of receiving your order with:

  • Your order number.
  • Photographs of the damage or fault.

Your privacy matters: our privacy policy

Last updated: May 10, 2026

Scentopia respects your privacy and is committed to protecting your personal information.

What information we collect

We may collect personal information including:

  • Your name.
  • Shipping and billing address.
  • Phone number.
  • Email address.
  • Payment details.
  • Order history.
  • Website usage information.

How we use your information

We use your information to:

  • Process and ship orders.
  • Provide customer support.
  • Communicate about your orders.
  • Improve our products and website.
  • Send marketing emails (only if you opt in).

Payment security

Payments made through our website are securely processed through trusted third-party providers. We do not store full credit card information.

Sharing information

We do not sell or rent your personal information.

We may share information with:

  • Payment providers.
  • Shipping carriers.
  • Website hosting providers.
  • Legal authorities where required by law.

Cookies

Our website may use cookies to improve your browsing experience and analyse website usage.