1. We’ll send you your gorgeous Stardate products.
2. If the scent isn’t what you hoped for, no big deal! Just start your return or exchange here.
3. Our awesome customer care team will get back to you within 3 business days with the next steps, including details on where to send your return.

A couple of quick reminders:

• You have 30 days from when you receive your order to initiate a return.
• Your products need to be in new, unused condition—that means no burnt candles, no melted wax, and diffusers should still be sealed with the liquid stopper and reeds untouched, all in the original packaging.

To be eligible for an exchange or refund, your product has to be unused and in its original packaging. For candles, that means no lighting, burning, or melting, and for diffusers, the liquid seal should still be intact and the reeds untouched. We want everything to be in perfect, new condition when it comes back to us!

There are a few items we can’t take back, like final sale products, discontinued items, or anything listed in our exclusions (you’ll find those just below).

Exchanges and Refunds can only be issued to the original purchaser and to the original payment method used to purchase the products due to privacy and security reasons so the gift recipient cannot start this process on behalf of the purchaser.

Once we’ve received your items and everything checks out, we’ll get your refund or exchange processed as quickly as possible!

Heads up: You’ll be responsible for the return shipping costs, and if you used a promotion or discount, the refund amount might vary a little based on those offers. To understand how your refund may be calculated, please see the section below on "How are refunds calculated?"

For exchanges, the item must be of equal or greater value and if the item you’d like is priced higher than the original, we’ll send you an invoice for the difference. Once that’s sorted, we’ll ship your new item out! Just remember, you’ll be responsible for shipping costs to return the original item and for sending the replacement to you.

What’s Not Included

Our guarantee doesn’t cover the following:

• Stardate Miniature 35g Candles (these are designed for sampling!)
• Custom Gift Cards & Gift Wrapping Services
• Final Sale or Outlet items
• Individual items from Bundles, Sets, or Gift Packs
• Free or Gifted Products
• Bulk Orders (10+ products per order)
• Custom Orders where labels have been personalised to your request.

For a full list of exclusions, scroll down to the "What Products Are Excluded" section.

Additional Details

• We don’t refund original shipping costs or payment processing fees. Those go directly to third-party providers and are out of our control.
• You’ll need to cover the cost of return shipping and any packaging materials needed to safely ship your items back to us so they may return in as 'New' condition.
• The return must be initiated within 30 days of your delivery date via our online form.
• This guarantee is only valid for orders placed after October 29, 2024.
• This policy doesn’t apply to faulty or damaged products (don’t worry, we’ve got a separate process for that). If your item arrives damaged, please check our FAQ or contact us at support@stardateco.com.au and we’ll sort it out for you.

A Few Other Things to Keep in Mind

• You can only make one return per order, so if you’re returning multiple items, please pack them all together.
• The Guarantee applies once per order—if you exchange an item and decide you’re still not into it, unfortunately, the guarantee doesn’t cover the exchanged item.
• If you’re on the fence about a scent, we highly recommend trying our Stardate Miniature Candles first—they’re the easiest, no-stress way to find your perfect match.
• Be sure to hang onto your return tracking number, just in case. While it’s super rare, if your items go missing in transit, having that tracking info will help you locate them. Unfortunately, we can’t process an exchange or refund for items we don't receive.

To keep things simple, here’s the scoop: your products need to be unused and in their original packaging when you return them. For candles, that means no burning, melting, or lighting. And for diffusers, the seal (liquis stopper) should still be intact and the reeds untouched. We just need everything to come back in resaleable condition—as good as new!

You’ve got 30 days from the delivery date to start your return, which means the following form needs to be submitted.

Not sure of the exact date? No worries! Just check your shipping tracking number from Australia Post which is outlined in your Shipping Confirmation email or reach out to us at support@stardateco.com.au and we’ll be happy to confirm it for you.

A couple more things to note:

• Only one exchange or refund per order number, please.
• If your order included any free or gifted items, those will need to be returned too (unused and in their original packaging). Failure to return the "gifted" items as part of the promotion will mean that you will be charged in full for those items.

Condition of Goods

We want your return to get back to us safe and sound, so please pack everything carefully! Candles and diffusers are a little fragile, so it’s best to use plenty of padding and a sturdy box. Minimising movement inside the package will help protect the glass from breaking during transit.

If your items arrive squashed, damaged, or broken, we won’t be able to issue a refund or exchange. 😕 If something does get damaged along the way, we can send the item back to you (though you’ll need to cover the postage cost). Unfortunately, we can’t refund or replace items that arrive in poor condition due to inadequate packaging.

But once we receive everything in perfect shape, we’ll get your exchange or refund processed in no time!

We wish we could cover everything, but a few items don’t qualify for the Stardate 30-Day Money Back Guarantee:

• Bundles, Sets, or Gift Packs: We know bundles, sets, and gift packs are a great way to enjoy more of our products! However, it’s not practical for us to refund or exchange individual items from these packs since they’re sold as a complete set. But don’t worry—you can return the entire bundle if needed, just make sure you include any freebies that came with it!
• Free or Gifted Products: Who doesn’t love a freebie? While we’re all about adding a little something extra to your order, unfortunately, free or gifted products aren’t eligible for refund, exchange or replacement. After all, they’re our special little thank you to you! However, they will need to be returned with your other items if you are initiating an exchange or refund as this will void the free gifting offer.
• Stardate Miniature 35g Candles: Our Miniature candles are designed to give you a chance to sample our fragrances and find your favourite scent without the commitment of a full-sized candle. Since they’re all about testing and trying, they’re not covered by the 30-Day Money Back Guarantee. We hope you love exploring all the scents!
• Custom Gift Cards & Gift Wrapping Service: We absolutely love making your gifts look gorgeous, but once our team has wrapped your items or prepared a custom gift card, we can’t offer a refund or exchange. We hope the wrapping adds that perfect touch!
• Outlet Items: Everyone loves a good deal, right? That’s why items from our Outlet category are final sale, meaning no refunds or exchanges.
• Bulk Orders: We totally appreciate your love for our Stardate products! When it comes to bulk orders (10 or more items), it’s a bit tricky for us to offer the same guarantee on all of them. Why? Because larger orders are often for events, gifts, or special occasions, and once they’re out the door in bulk, managing returns gets a little complex on our end. But rest assured, we’re still here to help if something’s not quite right—just reach out to our team at support@stardateco.com.au and we’ll see what we can do. Please note, this doesn't apply to faulty or damaged items, check out our FAQ for more information.
• Custom Orders: We absolutely love helping you bring your personalised visions to life! That’s why for custom orders, where we’ve worked with you to design something special or customise our existing design further, we can’t offer the 30-Day Money Back Guarantee. Custom labels are unique to your request, and once they’re made, they’re not something we can easily resell or reuse. But don’t worry—if there’s an issue with the quality of your order, we’re here to work through that with you!

Start by submitting your Stardate 30-Day Money-Back Guarantee Form within the 30-day window, and we’ll email you return instructions, including where to send your products.

Be sure to include your original order number as a reference number on your return package where applicable. It should start with #STAR… If you don’t have your original order number from your Order Confirmation email, please reach out to us at support@stardateco.com.au and we’ll happily provide it for you.

Absolutely! If you’d like to swap your Stardate product for something of equal or greater value, we’re happy to help. If the new item costs a bit more, we’ll send you an invoice for the difference. Once that’s squared away, we’ll get your new Stardate item on its way to you!

Yes, you’ll need to cover the shipping cost (including relevant packaging) to send your item back to us. Just make sure it’s packed up safely for the trip so we can inspect everything and process your refund.

For exchanges, you’ll also need to pay for both return shipping and the cost of sending the new item out to you. Just a heads-up: shipping fees go directly to the carrier, so unfortunately, we can’t waive them.

If you purchased Stardate products during a sale or with a volume deal (like “Spend $150, get 10% off and FREE shipping”), here’s how it works:

If you return part of the order, your refund will reflect the new total, minus any discounts or offers you’re no longer eligible for, this includes returning free or gifted items.

Here’s an example:

• You bought 3 candles for $207. You are elgible for 10% off for spending over $150 + FREE Shipping offer when you spend over $115. You new total is = $186.30.
• You return 1 candle (original price $69).
• You keep 2 candles = $138 total.
• Your refund would be $48.30, since your remaining order still qualifies for Free Shipping but is no longer eligible for the 10% OFF over $150 spend discount.
• Where your order no longer qualifies for FREE shipping (new total is less than the $115 threshold) you will have our standard flat rate shipping charge $9.95 deducted from your total refund amount.

If you have any particular questions about your refund entitlement, please reach out to us here at support@stardateco.com.au and we'd be happy to help clarify.

1. Complete the Form: You’ll need your order number (you can find it in your original purchase email). Can’t find it? No worries—just shoot us an email at support@stardateco.com.au and we’ll help you out!
2. Ship It Back: After you’ve submitted the form, we’ll send you an email with all the details on how to return your items in their original packaging. Don’t forget to hang on to your proof of postage, just in case.
3. Refund or Exchange: Once we’ve received and checked over your items, we’ll process your refund or exchange within 48 hours (Monday to Friday). Depending on your payment method and bank, refunds usually take up to 14 days to appear.

You will receive an email notification to the email address listed on your original order once your refund or exchange has been processed on our end.

If you'd like more information, please visit our Terms & Conditions.

Consent Disclaimer

By submitting a request under the Stardate 30-Day Money-Back Guarantee, you agree to the following terms:

• You acknowledge that the products being returned are unused, in their original condition, and packaging.
• You understand that refunds will only be processed to the original payment method used by the purchaser, to the original email address on the order.
• You agree to cover the cost of return shipping and any related fees unless otherwise specified for faulty or damaged products.
• You consent to Stardate inspecting the returned products before processing any refund or exchange, and understand that refunds may be adjusted based on any discounts, fees or promotions applied at the time of purchase.
• You accept that only one exchange or refund can be processed per order under the 30-Day Money Back Guarantee, and the guarantee does not extend to exchanged items.
• You confirm that your request is made within the 30-day return period from the date of delivery, and you accept that any requests made after this period will not be eligible for the guarantee.