Returns & Refunds
At The Gold Snap, we take great pride in creating high-quality, handcrafted home fragrance products. If something isn't quite right with your order, we're here to help.
Please read our Returns & Refunds Policy below.
Change of Mind
Due to the nature of our handcrafted products, we do not accept returns, exchanges or refunds for change of mind.
Please choose your products carefully before completing your purchase.
This policy does not affect your rights under the Australian Consumer Law.
Damaged, Faulty or Incorrect Items
We carefully inspect every order before it leaves our studio. However, if your order arrives damaged, faulty or you receive the wrong item, please contact us within 7 days of receiving your order.
To help us resolve the issue quickly, please include:
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Your order number
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A description of the issue
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Clear photographs of the product and packaging
Once we've reviewed your claim, we'll work with you to provide an appropriate solution, which may include a replacement, refund or other remedy in accordance with the Australian Consumer Law.
Handmade Products
Every Gold Snap product is handcrafted in small batches.
Minor variations in colour, finish, frosting, fragrance strength or appearance are a natural part of the handmade process and are not considered faults or defects.
Imperfect & Clearance Products
From time to time, The Gold Snap offers Imperfect or Clearance products at a reduced price.
These items may have minor cosmetic imperfections, such as surface rust on tin containers, small scratches, label imperfections, or other visual flaws that do not affect the performance or safe use of the product.
All imperfections are reflected in the discounted price.
Unless otherwise required under the Australian Consumer Law, sales of Imperfect and Clearance products are final and cannot be returned or exchanged due to the disclosed cosmetic imperfections.
If an Imperfect or Clearance product arrives damaged in transit or has a fault unrelated to the disclosed imperfection, please contact us within 7 days of receiving your order so we can assist you.
Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Return Shipping
If a return is approved due to a faulty, damaged or incorrect product, we will provide instructions for returning the item where required.
Where a return is necessary as a result of our error or a product fault, reasonable return shipping costs will be covered by The Gold Snap.
Refunds
Where a refund is approved, it will be processed using the original payment method used at checkout.
Please allow 5–10 business days for the refund to appear in your account, depending on your financial institution.
Need Help?
If you have any questions about your order or this Returns & Refunds Policy, we'd love to help.
The Gold Snap
Looking for something else? Visit our Help Centre for answers to common questions and important information about shopping with The Gold Snap.