**Return & Refund Policy**

At ELZA Scents, our priority is ensuring that our customers receive high-quality products. Please carefully review our policies to understand your rights and obligations.

**Damaged or Faulty Items**

If you receive an item that is damaged or faulty:

– Contact us within 24 hours of receiving the item if it arrives damaged.

– For items that turn out to be faulty, get in touch with us within 5 days of receipt.

We will provide guidance on the next steps. Please note that after the aforementioned periods, any returns due to damage or fault will be at the customer’s expense.

**Change of Mind Policy**

We understand that sometimes you might change your mind:

– For orders that include personalized or customized items, we cannot accept returns or offer refunds due to a change of mind.

– If you change your mind within 24 hours of placing an online order (and it doesn’t include personalized items), you can request a refund. However, we will deduct a 15% restocking & admin fee from the refund amount.

**Shipping Policy**

ELZA Scents ensures that your items are shipped with care. However, once the items are handed over to Australia Post, they become the responsibility of Australia Post. For lost items, please lodge your inquiries directly with Australia Post. ELZA Scents will not be held responsible for any parcels that are lost, damaged, or stolen in transit.

**Returned to Sender Items**

If you don’t pick up your parcel from your local post office within 10 business days, it may be returned to ELZA Scents:

– You will be charged $18 in total. This includes the cost of the item being returned to us and the cost of re-shipping.

– We recommend you pick up your parcels promptly to avoid these additional charges.

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We thank you for choosing ELZA Scents and are here to assist with any concerns or queries. Always feel free to contact us for further assistance.