At Sacred Frankincense we have a selection of natural herbs, resins, essential oils, carrier oils, hydrosols, traditional attars as well as tools to help you enjoy these products. We want you to be satisfied with your purchase and your Sacred Frankincense shopping experience overall.
We understand that sometimes you may wish to return a product you have purchased from Sacred Frankincense, so we have set out The Sacred Frankincense Policy regarding returns for you to assist in this process.
Our Returns Policy includes the rights you have under the Australian Consumer Law (see below) and provides you with additional benefits in addition to those rights, because your satisfaction is important to us.
Your rights under the Australian Consumer law: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Where a failure does not amount to a major failure, Sacred Frankincense is entitled to choose between providing you with a replacement or other suitable remedy. Any cost incurred by you in bringing the product to Sacred Frankincense will be borne by you.
To obtain compensation, you would need to provide documentary evidence of the loss or damage suffered, and documentary evidence that such loss or damage was a reasonably foreseeable consequence of a failure by Sacred Frankincense to comply with a consumer guarantee under the Australian Consumer Law. Such evidence may include photographs, statutory declarations, receipts or reports (eg from your doctor), depending on the loss or damage.
1. Returning a product
Where: For all product returns please contact Sacred Frankincense chris@sacredfrankincense.com.au
Please retain your receipt: In order to obtain a refund, exchange or replacement, you must have clear proof of purchase – typically, a receipt.
How long do I have? Your rights to a remedy under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. Sacred Frankincense adopts the same approach. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us. At Sacred Frankincense we will always take a fair and reasonable approach.
In most cases you would need to return the product within 30 days of the purchase date.
How shall I return it? You, the customer, will be required to pay for the postage/courier cost to return the item to us. We are not responsible for the item until we receive it. In most cases we will reimburse you for the return postage cost.
2. Product Assessment
Once we have established proof of purchase, as you can appreciate, we will need to assess the product to determine the nature of the issue and how we can help you, be it a refund, exchange or replacement.
We will assess the product and determine whether:
- There is a fault : Where there is a fault and If the assessment is that the product has experienced a fault you may choose to receive a refund, exchange or replacement
- The product has been damaged through abnormal use : Unfortunately Sacred Frankincense cannot offer a refund or exchange where the product has sustained damage due to abnormal use, whether this is identified by Sacred Frankincense, the manufacturer or their agent.
5. Have you changed your mind?
If you have changed your mind, as long as:
- You have clear proof of purchase, typically a receipt;
- The product and packaging is in its original condition;
- Item is in re-saleable condition for example labels are still attached, unworn, unopened or unused;
Sacred Frankincense will provide you with a refund in the form of the previous method of payment.