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Please choose carefully because for most of products we do not accept returns for change of mind. If you have bought some incense or perfume and you decide that you don't like it or it gives you a headache, then please be aware that you are not automatically entitled to a refund.
We do accept change of mind returns for products listed in our crystals category. We understand that crystals can be a very personal thing, and sometimes you can't be sure a crystal is right for you until you see and hold it. Some basic house rules apply for crystal returns:
If something arrives broken or is not as described please contact us within 3 days of delivery. Don't throw anything out as you will need to provide us with a clear photo showing the damage or problem. For this reason, please do not discard broken or damaged items or the packaging that they came in until after we have given you the all-clear to do so.
If the problem is our fault or we determine that the product is faulty we will either offer you a refund or (at our discretion) send you a replacement. In some cases we may require you to send the item back to us before your refund/replacement is processed.
A special note on fragranced products:
Fragranced products (incense, perfume, soap, etc) are sold 'as is'. We do not manufacture these products and we make no guarantee that they will smell the way you expect them to. If a fragrance is different to what you were expecting this does not necessarily mean the product is faulty. If you have any concerns about the way a product smells please contact us and we will investigate, but please be aware that in most cases the product is fine.
If you wish to cancel your order you need to contact us immediately. Once an order has been sent it cannot be cancelled, and as stated above we do not accept returns for change of mind.
A cancellation fee applies to all order cancellations and will be deducted from your refund. This is to cover any and all expenses that have been incurred by us from your cancelled order including PayPal fees (which aren’t refunded by PayPal when we refund your payment) and also any packaging expences, if your purchase has already been packed when you cancel your order.
The minimum cancellation fee is $3.50 per payment. This is a minimum only. The actual cancellation fee may be more than this and will be calculated at the time your cancellation is processed.
If your order is returned to us because you provided incorrect address details or because you did not collect it from Australia Post in a timely manner, then you will need to pay extra postage if you want us to send it out to you again. If you don't want us to send out your order again your payment will be refunded less a restocking fee to cover any non-refundable expenses incurred by us such as postage and packaging.
Do not send back any items without first contacting us to obtain a return authorisation. Unauthorised returns will not be accepted and we will not process refunds or replacements for unauthorised returns.
If a purchase is cancelled for any reason and/or payment for that purchase is refunded for any reason, then any reward points gained from that purchase will be deducted from your SunDrops account. If your reward points have already been redeemed then the value of those reward points will be deducted from your refund before the refund is issued.