Delivery Protection Policy
About Delivery Protection
Delivery Protection is an optional service available at checkout that provides additional support and a streamlined claims process for eligible orders that are lost or damaged during delivery.
Delivery Protection applies only where it has been selected and paid for as part of the relevant order.
What Delivery Protection Includes
Eligible protected orders receive:
- Priority claim assessment
- A simplified resolution process
- No return required for approved claims involving broken, unsafe or materially damaged products
- Your choice of a replacement or refund for approved claims
- Assessment of eligible lost parcels based on available tracking and delivery information
All claims remain subject to verification and approval.
Damaged Deliveries
Delivery Protection may cover products that arrive:
- Broken or materially damaged
- Unsafe to use as a result of damage during delivery
- Leaking or otherwise unusable due to delivery-related damage
Minor cosmetic damage to external shipping packaging that does not affect the product or its intended use is not normally covered.
For safety reasons, we may ask you not to return broken glass, leaking products or other unsafe items. Please retain the affected product and packaging until we confirm whether they may be safely discarded.
Lost Parcels
A parcel may be considered eligible for a lost-parcel claim where tracking information and other available delivery information reasonably indicate that it has been lost during delivery.
Soluscent may approve an eligible claim without waiting for the carrier to formally declare the parcel lost. However, we may first ask you to:
- Confirm the delivery address
- Check around the delivery location
- Check with other household members, neighbours or building management
- Review any delivery notices or tracking updates
A parcel is not considered lost while it remains in active transit and continues to receive normal tracking updates.
How to Make a Claim
Please contact hello@soluscent.com as soon as reasonably possible and provide:
- Your full name
- Your order number
- A description of the issue
- Relevant tracking information
- Clear photographs of the product and packaging where applicable
Claims involving products that arrive damaged, defective or incorrect should be submitted within 7 days of delivery.
We may request further information reasonably required to verify and assess the claim.
Claim Resolution
If your Delivery Protection claim is approved, you may choose either:
- A replacement of the affected product, subject to availability; or
- A refund for the affected product
Refunds will be issued to the original payment method. Processing times may vary depending on your payment provider.
Replacement products will be dispatched to the original delivery address unless otherwise agreed.
Each affected product is eligible for one approved resolution only.
What Is Not Covered
Delivery Protection does not cover:
- Active delivery delays while a parcel remains in transit
- Incorrect or incomplete delivery information supplied by the customer
- Loss occurring after confirmed delivery to the correct address or nominated safe place
- Theft or loss after confirmed delivery
- Change of mind
- Personal fragrance preference
- Minor cosmetic damage that does not affect the product’s use
- Damage caused after delivery
- Damage resulting from misuse, improper storage or failure to follow product-care instructions
- Claims containing false, misleading or incomplete information
Cancellation and Refund of Delivery Protection
Delivery Protection may be cancelled before the order has been dispatched by contacting hello@soluscent.com.
Once the order has been dispatched, the Delivery Protection service cannot normally be cancelled or refunded, except where required by law.
Australian Consumer Law
Delivery Protection provides additional support and does not replace, restrict or exclude any rights or remedies available under the Australian Consumer Law.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Where applicable, you may be entitled to a repair, replacement, refund or other remedy independently of whether Delivery Protection was purchased.
Contact Us
If you have questions about Delivery Protection or wish to submit a claim, please contact:
Email: hello@soluscent.com
Please include your order number so we can assist you as quickly as possible.