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ORDER PROCESSING

2 Business Days Post Order Date Or Less

(Please Allow Up To 4 Business Days Post Order Date During Sale Events)

ORDER PROCESSING

2 Business Days Post Order Date Or Less

(Please Allow Up To 4 Business Days Post Order Date During Sale Events)

ORDER PROCESSING & SHIPPING DRE's BLOG

Refund policy

Returns & Refund Policy.

DRE is always happy to help, offering excellent prompt service.

Please contact Dusty Rose Essentials via support@dustyroseessentials.com, or Facebook messenger @dustyroseessentials upon delivery of your order to notify DRE of any issues with your order. For DRE to be of assistance as quickly as possible please provide your name, order number, and any information relevant to the issue.  

Please contact DRE within 14 days if there are any faults with any products purchased.

All items are checked several times before being very carefully packaged for safe arrival, with all efforts made to ensure a brilliant customer experience throughout the entire process when shopping with DRE. Although, we're all human and understand that on the very rare occasion that something might not go 100% to plan... in which case you will be well looked after. 

A Guide For Returns, Refunds & Store Credit.

  • Please contact DRE first to discuss any product or order issues. Please do not return an item prior to speaking with DRE, there are some circumstances where it may not be necessary to physically return a product in order to proceed with a refund, store credit, or replacement. If returning an item isn't necessary, then DRE will ask for photos of the products' issue for records.
  • Where returning an item is necessary due to reasons as per the ACCC guidelines, then return shipping will be arranged by DRE at no cost to the customer. Please ensure that items are packaged well for safe return. Once DRE has received the item it will be assessed for a refund or replacement, please allow up to 48 hours for this process to be completed once the parcel has been received. 
  • If a return is provisionally accepted for other reasons, where neither the product nor DRE are at fault, the customer must organise and pay for trackable return shipping. The tracking number information must be provided to DRE for returns records. All shipping in these cases is non-refundable. The product(s) will be checked upon return to ensure that where applicable, they are unopened, unused, clean, and in overall acceptable condition. Where the product(s) is received in an acceptable condition the return will progress to either a store credit or same-product replacement where the product is in-stock and available to do so. Where the product(s) is returned in an unacceptable condition the customer will be notified.  Return-to-customer shipping of unaccepted returns is at the cost of the customer, the customer will be issued an invoice for payment of the shipping fees, the products will be processed for return-to-customer shipping once the payment has been received. Goods will not be processed for return-to-customer shipping prior to payment being received. 
  • DRE is not obliged to accept returns where a customer does not like a product or does not have a use for the product. For a return to be considered for reasons other than a fault, a customer must contact DRE within 24 hours of receiving the product(s). Neither provisional nor final acceptance is guaranteed. 
  • Returns Address: 

Dusty Rose Essentials
P.O Box 108
Rochester, Vic 3561 

  • Returns for the reason of "Change Of Mind" are not accepted.  
  • Unavailability of products; on the rare occurrence that a product is unavailable to fulfil an online order, then that product will be refunded.


  • Where multiple online orders are combined, where applicable, a store credit will be issued for excess shipping costs.

  • As notified at the check-out; Liquids and Oils cannot ship via express post. All aroma oils, ritual oils, perfume oils, and all other liquid products are road transit only items and can only ship via standard post. Where Express Post has been selected on orders including these items, the order will be shipped via standard post, and a store credit will be issued for the excess shipping cost upon processing the order.

  • Discount codes must be entered by the customer during checkout. Discount codes cannot be applied to an order once payment is completed. 

  • Returns, where the product may be found cheaper elsewhere, are not accepted.
  • Returns for faults caused by misuse of a product are not accepted.
  • Returns will not be accepted without a receipt or proof of purchase. 
  • Due to the possible risk of post-opening contamination, products including but not limited to herbs, salts, incense, candles, oils, sprays, perfumes, personal items, and similar products will generally not be accepted unless there is a proven fault with the product. 
  • Where applicable, Seconds and Clearance products will have all information of their flaws/faults/imperfections provided by being listed within the products' product description on this website to ensure that the customer is fully aware of all flaws/faults/imperfections prior to purchasing. Where a product may have a fault, flaw, or imperfection other than what is listed, the product will be inspected and refunded where applicable. 
  • Where a customer would like to cancel an order, this may be done and refunded in full if the order has not yet been processed.
  • Where a customer would like to cancel an order and the order has already been processed and is still awaiting collection by freight services, then the order may be cancelled and the product value refunded. Shipping fees are not refundable. 
  • Where an order is "returned to sender" due to customer error, the parcel will require a new shipping label. To arrange this DRE will issue the customer with a shipping invoice and re-ship the parcel once payment is received. DRE does not charge an admin fee for this service, however, as a small business DRE can not absorb the shipping provider re-shipping fee.
  • Refunds other than those issued to Store Credit will only be issued back to the form of payment used at the time of ordering.  Refunds are processed promptly at DRE, however, bank processing timeframes do vary. Refunds to card take between 2 to 15 days to be finalised by the customers bank.
  • Mystery Boxes as a whole are non-refundable.  If there is a proven fault with an individual product included in the Mystery Box, upon inspection it may be replaced, refunded or store credit issued depending on the fault and availability of the same product to replace the faulty item. Mystery Boxes, as is their nature, are filled with a mystery selection of items, they are non-refundable where a customer does not like the product(s) provided or where a customer does not have a use for them. 

  • Misuse of the Loyalty Rewards program will result in a permanent ban from the program. A customer may not use the program to "refer" themselves, or by other means fraudulently claim rewards. The rewards system automatically flags such occurrences and orders placed under these circumstances may be cancelled and refunded where applicable without notice upon inspection. 

  • International Orders: International importing laws vary between countries. There may be limitations on what products can be imported, please be aware of the laws in your area before placing an order. Customs may open shipments to inspect products. Customs do NOT guarantee clearance of products.  International customers may incur additional fees, taxes, and or duties. Import laws and fees vary for each country, please check with the appropriate authority in your country prior to placing an order. All of these fees are payable by the customer. Dusty Rose Essentials is not liable for these fees. If an International shipment is returned to Dusty Rose Essentials due to unpaid customer fees or other customs reasons, then a refund will be provided upon return and inspection of items in accordance with DRE's returns policy. The refund will be processed as product value minus all shipping and other charges which DRE may incur to receive the shipment. 

  • Disclaimer:
    ALL products, sessions, classes, and services available at Dusty Rose Essentials are provided as and/or sold as curios only.

    Dusty Rose Essentials and its staff are not liable for Guest Presenters, their actions, their products, or services.

    Dusty Rose Essentials and its staff are not responsible for any misuse or outcome of any product, session, class, or service.
    No guarantee is offered for any outcome or result from any product, session, class, or service available at Dusty Rose Essentials.

    The information provided is for educational purposes only and accuracy is not guaranteed. It does not replace the advice from licensed medical professionals, It does not diagnose, prescribe for, or treat any health conditions. Products including but not limited to herbs, resins, and oils are for incense and curios purposes only. Products are not for consumption unless explicitly stated for consumption. Products are not sold for medicinal use and are not to be used for such purposes. For medicinal purposes you are required to secure the external services of a licensed medical professional, Dusty Rose Essentials does not provide such a service and does not supply products to suit.



Refunds and returns ACCC guidelines are shown below.

We are not required to provide a refund or replacement if you change your mind.


But you can choose a refund or exchange if an item has a major problem.
This is when the item:
* has a major problem that would have stopped someone from buying the item if they had known about
* Is significantly different from the sample or description
* doesn’t do what we said it would, or what you asked and can’t be easily fixed.
Alternatively, you can choose to keep the item and we will compensate you for any drop in value.


If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement.
Please keep your proof of purchase—e.g. your receipt.


ACCC Infocentre 1300 302 502
www.accc.gov.au

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