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We understand that sometimes a product may not be quite right for you. We offer change of mind returns under the following conditions:

Eligibility

• You must contact us within 60 days of delivery.
• The product must be unused and in its original, sealed packaging.
• Diffusers must be unused with all seals intact.
• Diffuser oil blends cannot be returned once opened, due to hygiene and safety reasons.
• The product must be in resaleable condition.

How to Request a Return

• Email hello@undertones.com.au with your order number and reason for return.
• Our team will respond within 1-3 business day with return instructions.
• Do not return items without first obtaining a return authorisation.

Return Shipping

For change of mind returns where the product meets all conditions above, return shipping is paid for my the customer.

Restocking Fee

We do not charge a restocking fee.

Refund Method & Timing

Refunds will be issued to your original payment method within 5 business days of us receiving and inspecting the returned product.

Sale & Clearance Items

Sale items follow the same return policy as full-price items.

Clearance items are not eligible for change of mind returns, and this will be clearly marked on the product page at the time of purchase. Your statutory rights under the ACL are unaffected – if a clearance item is faulty or does not meet a consumer guarantee, you remain entitled to a remedy.

Opened Scent Products

Due to the nature of fragrance and essential oil products, we cannot accept returns on items that have been opened, used, or had their seal broken, except where the product is faulty or does not meet a consumer guarantee.

This is for hygiene and product integrity reasons. We recommend researching scent profiles before purchasing if you are unsure, or trying our discovery set.

Free Shipping Threshold & Returns

If you received free shipping on your original order because you met the free shipping threshold, and your return brings the order total below $99, the standard flat rate shipping cost of $11 will be deducted from your refund.

Exchanges

If you wish to exchange a product it must adhere to all of the conditions outlined in our returns policy. All shipping is covered by the customer, unless your new product reaches our free shipping threshold.

We ship Australia-wide from Adelaide, South Australia. We do not currently ship internationally.

Rates

• Standard shipping - $11.00 flat rate, anywhere in Australia
• Free standard shipping on all bundles

Rates are shown at checkout before you pay.

Processing time

Orders are packed and dispatched within 1 business days. Orders placed on weekends or public holidays are processed from the next business day. During sales or new releases this may take a little longer, and we'll let you know if it does.

Delivery times

All orders are sent with Australia Post Standard. Once dispatched, typical delivery times are:

• Adelaide metro - 2–3 business days
• Other capital cities - 3–6 business days
• Regional and remote areas - 4–9 business days

These are Australia Post's estimates, not guarantees. Delivery can take longer during peak periods or due to circumstances outside our control.

Tracking

You'll receive a confirmation email when you order and a tracking link once your parcel is dispatched. If you haven't received tracking within 3 business days, check your spam folder or contact us at hello@undertones.com.au.

Incorrect addresses

Please double-check your delivery address at checkout. If a parcel is returned to us because of an incorrect or incomplete address, we can resend it once you've covered the return and reshipping costs.

Lost or damaged parcels

If your order arrives damaged, or tracking hasn't updated for 10 business days, email us at hello@undertones.com.au with your order number and we'll sort it out. Nothing in this policy limits your rights under the Australian Consumer Law.

Questions

hello@undertones.com.au

Your Remedy Options

If a product is faulty or has a major failure, you may choose from the following:

• Replacement: We will send a replacement product at no cost.
• Refund: We will issue a full refund to your original payment method.
• Store credit: If you prefer, we can issue store credit for the full purchase price.

How to Report a Faulty Product

• Email hello@undertones.com.au with your order number.
• Describe the fault clearly.
• Include photos or video of the fault being reported.
• We aim to respond within 1-3 business days.

General

Undertones products are designed for home fragrance use only. Please read all product labels and instructions before use. By purchasing and using our products, you acknowledge the following safety information.

Diffuser Oils (essential oils)

• Not for ingestion. Essential oils are not food products and must never be swallowed or consumed.
• External use only. Do not apply essential oils directly to skin.
• Allergy and sensitivity. Essential oils may cause allergic reactions or sensitivities in some individuals. If you experience irritation, breathing difficulties, or any adverse reaction, discontinue use immediately and seek medical advice. If you have known allergies or sensitivities to fragrances, consult a healthcare professional before use.
• Ventilation. Use all fragrance products in a well-ventilated area.

Diffusers

• Use diffusers on a stable, flat, heat-resistant surface.
• Follow the manufacturer’s instructions for water levels and oil quantities.
• Do not leave diffusers running unattended for extended periods.
• Keep diffuser components clean and dry when not in use.
• Keep ultrasonic diffusers away from electrical components.

Children & Pets

Keep all Undertones products out of reach of children and pets. Essential oils can be harmful to children and certain animals if ingested, inhaled in concentrated form, or applied to skin. Exercise caution when diffusing essential oils in areas accessible to pets. If you are unsure your vet knows your pet better than we do, so it is best to seek advice when unsure.

No Therapeutic Claims

Undertones products are sold as home fragrance products only. We do not make any therapeutic, medicinal, or health claims about our products. Our products are not intended to diagnose, treat, cure, or prevent any medical condition.

Any descriptive language used in marketing (e.g., “relaxing”, “energising”, “calming”) refers to the general sensory experience of the fragrance and should not be interpreted as a therapeutic or health claim.

Storage

• Store essential oils and fragrance products in a cool, dry place away from direct sunlight.
• Keep products sealed when not in use to preserve fragrance integrity.
• Do not store near heat sources.

Limitation of Liability

Undertones is not liable for any injury, damage, or loss arising from misuse of our products or failure to follow product instructions and safety information. This clause does not exclude or limit any rights you have under the Australian Consumer Law.

Products & Descriptions

We make every effort to ensure product descriptions, images, and pricing on our website are accurate. However, we do not warrant that descriptions or other content are error-free.

Colours displayed on screen may vary from the actual product due to monitor and device settings.

Pricing & Payment

All prices are listed in Australian Dollars (AUD) and include GST where applicable.

We reserve the right to change prices at any time without notice. The price charged will be the price displayed at the time you placed your order.

If a pricing error is identified before dispatch, we will contact you to confirm whether you wish to proceed at the correct price or cancel for a full refund.

Orders & Acceptance

Placing an order constitutes an offer to purchase. We reserve the right to refuse or cancel orders at our discretion, including where:

• Stock is unavailable.
• A pricing or product error has occurred.
• We suspect fraudulent activity.

Order confirmation is not acceptance of your order. Acceptance occurs when we dispatch your order.

Intellectual Property

All content on our website, including text, images, logos, and design elements, is the property of Undertones or its licensors and is protected by Australian and international copyright laws. You may not reproduce, distribute, or use any content without our written permission.

Governing Law

These Terms are governed by the laws of Australia. Any disputes will be subject to the non-exclusive jurisdiction of the courts of Australia.

Contact Us

For any questions about these terms, contact us at hello@undertones.com.au.

Information We Collect

• Name, email address, phone number, and shipping/billing address when you place an order.
• Payment information, processed securely through Shopify Payments. We do not store full card details.
• Browsing and interaction data via cookies, analytics, and session recording tools.
• Communication records such as emails and support tickets.
• Marketing preferences including email opt-in and opt-out status.

How We Use Your Information

• To process and fulfil your orders.
• To communicate with you about your orders and provide customer support.
• To send marketing communications where you have opted in.
• To improve our website, products, and services.
• To detect and prevent fraud.
• To comply with legal obligations.

Third-Party Services

We use the following third-party services that may process your data:

• Shopify – Ecommerce platform and payment processing
• Australia Post – Shipping and delivery
• Google Analytics / Google Ads – Website analytics and advertising
• Meta / Facebook – Advertising and remarketing
• Microsoft Clarity – Session recording and heatmaps

Each third-party service has its own privacy policy. We encourage you to review them. We do not sell your personal information to third parties.

Cookies & Tracking

Our website uses cookies and similar technologies for:

• Essential website functionality (cart, checkout, sessions).
• Analytics and performance measurement.
• Advertising and remarketing (Google, Meta).
• Session recording (Microsoft Clarity).

You can manage cookie preferences through your browser settings. Disabling cookies may affect website functionality.

Data Retention

We retain your personal information for as long as necessary to fulfil the purposes outlined in this policy, unless a longer retention period is required by law. Order records are retained for tax and accounting purposes.

Your Rights

Under Australian privacy law, you have the right to:

• Access the personal information we hold about you.
• Request correction of inaccurate information.
• Request deletion of your information, subject to legal retention requirements.
• Opt out of marketing communications at any time.

To exercise any of these rights, contact us at hello@undertones.com.au.

Data Security

We take reasonable steps to protect your personal information from misuse, loss, unauthorised access, and disclosure. Our website uses SSL encryption, and payment processing is handled by PCI-compliant providers.

Changes to This Policy

We may update this Privacy Policy from time to time. Changes will be posted on this page. We encourage you to review this page periodically.