Returns & Refund Policy

At Joe Smith, we take pride in the quality of our fragrances and carefully inspect our products before they are sold or dispatched.

Please read this Returns & Refund Policy carefully before making a purchase

We do not offer refunds, returns, or exchanges for change of mind, including where you:

• change your preference
• decide you no longer want the product
• order the wrong item
• do not like the scent after purchase
• find the product cheaper elsewhere

Fragrance is a personal preference product, and scent perception is subjective. We therefore ask all customers to choose carefully before purchasing.

At our Joe Smith kiosk locations, customers have the opportunity to test fragrances before buying. Our team is available to help you select a scent that suits your preference.

Our fragrances are cosmetic products. For hygiene, safety, and quality assurance reasons, we do not accept returns of any product that has been:

• opened
• unsealed
• sprayed
• used
• tampered with
• damaged after purchase

Once a fragrance has been opened or used, it cannot be returned for refund, exchange, or store credit unless required under Australian Consumer Law.

Nothing in this policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law.

If a product is faulty, damaged, incorrect, unsafe, or does not meet a consumer guarantee, you may be entitled to a repair, replacement, or refund depending on the nature of the issue.

If you receive a product that is:

• faulty
• damaged in transit
• leaking
• incorrect
• materially different from what you ordered

please contact us within 48 hours of delivery.

To help us assess the issue quickly, please provide:

• your full name
• order number
• a description of the issue
• clear photographs of the product, packaging, and any damage

We will review your claim and, where appropriate, provide a remedy in accordance with Australian Consumer Law.

No product may be returned without prior approval from our team.

Before sending anything back, you must contact us and receive return instructions. Returns sent without approval may be refused.

Contact us at:
info@joesmith.com.au

If we approve a return, the product must be returned in the condition advised by our team.

We may refuse a return if the product shows signs of:

• use
• spraying
• tampering
• damage caused after delivery
• missing parts, packaging, or labels

We reserve the right to inspect all returned items before approving any refund, replacement, or store credit.

If a refund is approved, it will be processed to the original payment method used at checkout.

Please allow 5 to 10 business days for the refund to appear, depending on your payment provider or financial institution.

Shipping costs are generally non-refundable, unless required by law.

We do not offer exchanges for change of mind or fragrance preference.

If an exchange is approved due to a fault or an error with your order, it will be handled at our discretion and in accordance with Australian Consumer Law.

Where a return is approved because the product is faulty, damaged, or incorrect, we will advise you on the return process.

We recommend that any approved return be sent using a tracked shipping service, as we are not responsible for parcels lost in transit back to us unless otherwise required by law.

Please make sure your order details are correct before completing your purchase, including:

• fragrance selection
• quantity
• shipping address
• contact information

We are not responsible for issues caused by incorrect details entered at checkout by the customer.

If a parcel is returned to us due to an incorrect or incomplete address, additional shipping charges may apply before the order can be resent.

Delivery timeframes are estimates only and may vary depending on location, carrier delays, weather events, peak periods, or other causes outside our control.

If your parcel is significantly delayed or appears lost, please contact us and we will assist you in making enquiries with the shipping provider.

If you experience an issue with your order, we encourage you to contact us first so we can try to resolve the matter promptly and fairly.

Submitting a chargeback for a validly supplied order, particularly where the product has been delivered and is not faulty, may delay resolution while the matter is investigated.

If you have any questions about this Returns & Refund Policy, please contact us:

Joe Smith Customer Care
Email: info@joesmith.com.au
Phone: +61 451 116 111