Refund and Returns Policy
Last updated: 17 August 2026
We want you to be genuinely happy with your cinnamon and oils. Because we sell food and pure essential oils, some rules are needed for hygiene and safety, but if something is wrong with the quality of what you received, we will make it right.
Change of mind
As we sell consumable food products and pure oils, we cannot accept returns simply for change of mind once an order has been dispatched. Please choose carefully and reach out before ordering if you are unsure which product or size suits you.
Quality issues
If you receive an item and are not happy with its quality or condition, you can claim a refund. To do so:
- Contact us at [email protected] within 7 days of delivery.
- Include your order number and clear photographs showing the quality issue.
- Return the product to us (we will confirm the return address).
Once we receive the returned product and have confirmed the issue, we will refund it. Where a fault is clear, we may offer a replacement or refund without requiring a return, at our discretion.
Lost or undelivered parcels
Orders over A$50 are sent with tracking and are covered by us if they are lost in transit. Orders of A$50 and under are sent as untracked mail, a lower-cost option, and cannot be traced. If an untracked order goes missing we will share our proof of postage, including the courier lodgement photos, but because untracked mail cannot be traced we are unable to refund it for non-delivery. You confirm you understand this with a tick box before you pay. If you would like tracking on a smaller order, contact us before ordering and we will arrange it for an extra postage charge.
Parcels held at customs
An order delivered outside Australia may be held at the border until any customs duties or import taxes due on it have been paid. Those charges are your responsibility, and we are unable to calculate them in advance or pay them on your behalf.
A parcel that is held, refused or returned because such a charge has not been paid has not been lost in transit, so the cover we provide on tracked orders does not apply to it. Where the parcel is returned to us, we will refund the price of the goods once it arrives, less any charge the carrier passes on to us for the return. Postage is not refunded, as set out under How refunds are made. Where a parcel is destroyed or otherwise disposed of at the border because a duty or tax on it was not paid, we cannot refund it.
A parcel can also be held or destroyed at a border for reasons that have nothing to do with an unpaid charge, such as a country restricting imports of plant products. Each of these cases is different, so we look at what happened rather than apply a rule. Contact us and we will work out what is fair.
If you receive a request for payment and are unsure whether it is genuine, please do not refuse the parcel while you are checking. Refusing it is what costs you the money set out above. A request of this kind comes from the carrier or from your own customs authority rather than from us. Check it using the contact details on the website of the carrier or authority named in the request, or on any notice they have left with you. Do not use a link or a phone number in the message itself, because fake customs fee requests do circulate. We cannot always obtain the customs paperwork for a parcel, so this one is yours to verify with them.
How refunds are made
Approved refunds are returned to your original payment method through Stripe, usually within a few business days of us processing them. Original postage is non-refundable except where an item was faulty.
Your consumer rights
Nothing in this policy limits your rights under the Australian Consumer Law. If a product has a major fault, you may be entitled to a refund, replacement or repair regardless of the above.
Buying on Etsy
If you ordered through our Etsy shop rather than this website, Etsy's returns and buyer protection process applies. Contact us through Etsy and we will help.