Refund policy

We want you to love what you receive. If something isn't right, we're here to help. This policy explains when and how you can return an order, request a refund, or exchange an item.

This policy applies to purchases made through auscentic.nl. If you are a consumer in the EU, it works alongside your statutory rights, including your right of withdrawal under EU consumer law, it does not replace or limit them.

Your right of withdrawal (14 days)

As a consumer in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you (or a third party you name) receive the goods. For an order of multiple items delivered separately, the period starts the day you receive the last item.

To exercise this right, notify us of your decision by a clear statement, email is perfect. You may use the model withdrawal form below, but it is not required.

Condition of returned items

To be eligible for a refund under the right of withdrawal, items should be returned in essentially the same condition you received them. You may handle a product as you would in a shop to check its nature and characteristics, but if the value of the goods is reduced by handling beyond that, we may deduct an amount reflecting the diminished value.

• Items should be unused and returned with any original packaging, seals, and labels intact where possible.
• Please pack items carefully, wax and glass items can be fragile in transit.

Items that cannot be returned

Certain products are excluded from the right of withdrawal under EU law. The following are non-returnable and non-refundable unless they arrive faulty or damaged:

• Custom, personalised, or made-to-order items — including fragrances and products you blended, poured, or personalised (e.g. anything made during a workshop, or custom-scent orders).
• Sealed hygiene / cosmetic goods that have been unsealed after delivery, where return isn't suitable for health or hygiene reasons.
• Gift cards.

Faulty, damaged, or incorrect items

If your order arrives damaged, defective, or not what you ordered, you are entitled to a free remedy, a replacement, repair, or refund. Please contact us within 14 days of delivery at auscenticofficial@gmail.com  with your order number and a photo of the issue. We'll make it right and cover the return shipping in these cases.

Return shipping costs

• Change of mind / withdrawal: you are responsible for the direct cost of returning the goods.
• Faulty, damaged, or wrong item: we cover the return cost.

We recommend using a tracked service. Until the returned parcel reaches us, it remains your responsibility.

Refunds

Once we receive and inspect your return, we'll confirm your refund by email. We process approved refunds within 14 days, using the same payment method you used to order, unless we agree otherwise. You won't be charged any fees for the refund.

For a withdrawal, we refund the price of the returned goods plus the original standard delivery cost. If you chose a more expensive delivery option than our standard one, we refund only up to the standard rate. We may withhold the refund until the goods are returned or you provide proof of return, whichever is earliest.

Exchanges

The fastest way to swap an item is to return the original (per this policy) and place a new order. If you'd prefer a direct exchange, email us and we'll arrange it where possible.

Workshops & experiences

Workshop bookings are for an event on a specific date and, under EU law, are not covered by the 14-day right of withdrawal. Our booking terms apply instead:

• Cancel or reschedule 7+ days before your session for a full refund or free rebooking.
• Cancel 2–7 days before for store credit or one free reschedule.
• Cancellations within 48 hours, or no-shows, are non-refundable.

If we cancel a workshop, you'll receive a full refund or the option to rebook.

Model withdrawal form

You may copy and send this to us to withdraw from your purchase (optional):

Contact us

Questions about a return or refund? Email auscenticofficial@gmail.com — we're happy to help.

Auscentic · van vollenhovenstraat, Eindhoven, Netherlands · KVK: 42095605 · VAT/BTW: NL005488992B81