Refunds & Returns Policy
Last updated: 26 July 2026
This policy explains your rights when you buy from maisonobsidian.com.au and how to request a refund, replacement or repair. It should be read together with your rights under the Australian Consumer Law (ACL), which apply in addition to anything set out here.
Your rights under the Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Among other things, goods must be of acceptable quality, match their description, and be fit for any purpose we told you about.
You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
For a major failure, you choose between a refund or a replacement. For a minor problem that can be put right, we may choose to repair or replace the item within a reasonable time.
Faulty, damaged or incorrect items
If your order arrives damaged or faulty, or you received the wrong item, please contact us within 14 days of delivery with your order number and a photo of the issue. We will arrange a replacement or refund, and we cover the return postage for items that are faulty, damaged or sent in error.
Change of mind
Because fragrances are personal-care products, we cannot accept change-of-mind returns once a bottle has been opened or used, for hygiene reasons. This does not limit your rights under the Australian Consumer Law. If an item is still sealed and unused, contact us within 14 days of delivery and we will consider a return on a case-by-case basis; return postage for change-of-mind returns is at your cost, and any refund excludes the original shipping charge.
How refunds are paid
Approved refunds are made to your original payment method through Stripe. Please allow a few business days for the funds to appear, depending on your bank or card issuer. We do not charge a restocking fee for faulty, damaged or incorrect items.
Proof of purchase
Please keep your order confirmation — your order number and the email address used at checkout. We may ask for it to locate your order and process a return or refund.
A note on fragrance requests
The "Request a Fragrance" feature is an enquiry only. No payment is taken and no order is created when you submit a request — we will contact you about availability first. This refunds policy applies to any purchase that follows once you have confirmed and paid.
Contact us
To make a return or refund request, contact:
Maison Obsidian
Email: returns@maisonobsidian.com.au
[Registered business name / ABN / postal address — to be added]
We aim to respond to all refund and return enquiries within 2 business days.
This policy is provided for the Maison Obsidian storefront and describes our current practices. It is general information, not legal advice, and does not limit your rights under the Australian Consumer Law — please confirm the business details above and have the policy reviewed for your specific circumstances before relying on it.