Website Terms & Conditions

These Terms & Conditions (“Terms”) govern your access to and use of [WEBSITE URL] (the “Website”) and the purchase and use of products sold under the Yuan Sense brand.

Yuan Sense is operated by [LEGAL ENTITY NAME], ABN [ABN], of [BUSINESS ADDRESS] (“Yuan Sense”, “we”, “us” or “our”). “You” and “your” mean a person who accesses the Website, places an order, receives a product or uses a product, as the context requires.

These Terms operate together with our Shipping, Delivery & Exchanges Policy, Privacy Policy, any product-specific instructions and warnings, and any additional terms displayed at checkout. If there is an inconsistency, your rights under applicable law prevail.

By accessing the Website, creating an account, placing an order or selecting the checkout confirmation that you agree to our policies, you confirm that you have read, understood and agreed to these Terms.

If you do not agree, do not use the Website or place an order. If you are purchasing on behalf of another person or organisation, you confirm that you have authority to bind them to these Terms.

You must be at least 18 years old, or have the consent and supervision of a parent or legal guardian, to place an order.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (“ACL”). Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right, remedy or liability that cannot lawfully be excluded, restricted or modified.

Where a product fails to comply with an applicable consumer guarantee, the remedy available to you will depend on the circumstances and whether the failure is major or minor. These rights apply independently of any voluntary change-of-mind policy or manufacturer warranty.

Yuan Sense products may include incense sticks, aromatic wood and herbal products, incense holders, ceramic accessories, gift sets, display items and related products described on the Website.

Incense is a combustible product. Burning any incense creates heat, ash, smoke and airborne particles. No incense should be treated as flame-free, smoke-free or risk-free.

Our products are intended for ordinary personal and household ritual, fragrance or decorative use in accordance with the instructions and warnings supplied. They are not food, medicine or therapeutic devices and must not be ingested, applied to the body or used for an unauthorised purpose.

We take reasonable care to describe our products accurately. However, fragrance language is inherently interpretive. Words describing notes, mood, warmth, coolness, softness, cleansing, rest, meditation, abundance, healing, energy or other experiences describe our creative intention, traditional context or sensory impression. They do not guarantee that every person will perceive the product in the same way.

A product may smell different when unlit, while burning and after the burn. Fragrance perception may also be affected by a person’s sensitivity, prior scent exposure, room size, temperature, humidity, airflow, furnishings and other environmental factors.

Images, packaging colours and on-screen colours are illustrative. Device settings, lighting, photography and natural material variation may cause differences in appearance.

Every person experiences and interprets scent differently. A fragrance that feels warm, subtle or comforting to one person may feel stronger, lighter or different to another.

A personal dislike of a fragrance, a change in preference, or a difference between your personal impression and another person’s impression does not, by itself, mean that the product is faulty, incorrectly described or of unacceptable quality.

Unless required by the ACL, we do not provide refunds for opened or used incense because you do not like the fragrance, expected a different fragrance, consider the fragrance too strong or too light, or no longer wish to use the product. We recommend purchasing a discovery or sample option where available before committing to a larger quantity.

Products made from aromatic woods, herbs and other natural materials may vary between batches. Reasonable variations may occur in colour, texture, surface finish, dimensions, aroma, ash, burning time and fragrance intensity.

These natural variations are not necessarily defects. We assess any claimed quality issue by considering the product description, the nature and price of the product, its intended use and the requirements of the ACL.

Natural materials can also change gradually with time and storage. Products must be stored in a cool, dry place away from direct sunlight, moisture, excessive heat and strong external odours.

Smoke visibility and perceived smoke volume vary according to ventilation, drafts, humidity, room lighting, temperature, the incense holder, the number of sticks burned, the way the stick was lit and whether the initial flame was properly extinguished.

Any reference to “low smoke”, “less smoke”, a “cleaner burn” or similar wording is comparative and descriptive. It does not mean that the product produces no smoke, no ash, no particles or no emissions.

Normal ash formation, a glowing ember, minor surface powder or reasonable differences in burning time do not, by themselves, establish a product defect. If a stick repeatedly fails to remain lit or displays an unusual safety issue when used exactly as directed, stop using it and contact us.

The Website and our product names, packaging, workshops and marketing may refer to relaxation, meditation, sleep, focus, cleansing, healing, energy, mood or wellbeing. These references describe traditional use, ritual intention or a subjective sensory experience only.

Our products are not intended to diagnose, treat, cure or prevent any disease, medical condition or psychological condition. Nothing on the Website or packaging is medical advice, and individual experiences and outcomes vary.

If you have asthma, allergies, respiratory concerns, fragrance sensitivity, are pregnant, or otherwise have concerns about exposure to smoke or fragrance, seek advice from a qualified health professional before use. Stop use if you experience discomfort, irritation or an adverse reaction and seek medical assistance where appropriate.

You must read and follow all warnings, disclaimers and instructions printed on the product, packaging, insert or Website before use. Packaging instructions form part of these Terms.

When burning incense, you must:

• use only in a well-ventilated area and comply with all building, venue and fire-safety rules;
• place the incense securely in a stable, purpose-designed, heat-resistant and non-flammable holder that catches falling ash;
• place the holder on a level, heat-resistant and non-flammable surface;
• keep burning incense within sight and never leave it unattended;
• keep it away from curtains, paper, fabrics, furniture, drafts, fans, open windows, heat sources and other flammable materials;
• keep it out of reach of children and pets;
• do not touch or move the burning portion, ember, hot ash or a hot holder;
• ensure the initial flame is extinguished and only a controlled ember remains;
• fully extinguish the incense and confirm that all embers and ash are cold before disposal; and
• use only the number of sticks appropriate for the size and ventilation of the space.

Do not burn incense while sleeping, while impaired, near medical oxygen or other flammable gases, in a vehicle, in an enclosed or poorly ventilated space, or anywhere burning incense is prohibited.

To the maximum extent permitted by law, Yuan Sense is not responsible for loss, injury or property damage to the extent it is caused or contributed to by misuse, unsafe storage, failure to follow warnings, leaving incense unattended, use of an unsuitable holder or surface, use in a prohibited location, excessive use, modification, contamination, or use for a purpose for which the product was not designed.

Do not cut, soak, coat, combine, relight unsafely, add foreign substances to, or otherwise alter incense unless the product instructions expressly permit it. Do not use a holder that is cracked, unstable, heat-damaged or unsuitable for the product.

You are responsible for ensuring that anyone to whom you give or resupply a product receives the original warnings and safe-use instructions.

All products are subject to availability. Adding a product to your cart does not reserve it.

We may limit quantities, correct stock errors, withdraw a product or decline an order where reasonably necessary, including where we suspect fraud, unauthorised resale, a pricing error, a safety issue or a legal restriction.

If we cannot fulfil a paid order, we will contact you and provide an appropriate refund for the unavailable item.

Unless stated otherwise, prices are in Australian dollars and include GST where applicable. Delivery charges, insurance, customs duties and other charges may be added as disclosed before payment or in an accepted quote.

We may change prices prospectively at any time. A price change does not affect an order already accepted, except where there is an obvious pricing or technical error and the law permits correction.

You must provide valid payment information and authorise us and our payment provider to process the amount shown at checkout. We do not guarantee that every payment method will always be available.

An order submitted through the Website is an offer by you to purchase the selected products under these Terms. An automated order confirmation acknowledges receipt of your order but does not necessarily mean that we have accepted it.

We accept the order when we send a dispatch confirmation or otherwise expressly confirm acceptance. We may contact you before acceptance if information, stock, pricing, delivery or identity verification is required.

You may request cancellation before the order is packed, but cancellation cannot be guaranteed. Once an order has been packed or dispatched, the change-of-mind and exchange provisions apply.

Promotions and discount codes are subject to their stated period, eligibility rules, exclusions and stock availability. Unless expressly stated, offers cannot be combined, exchanged for cash or applied retrospectively.

We may cancel or correct a promotion affected by a genuine error, fraud, misuse or technical failure, subject to applicable law.

Gift cards, if offered, are subject to any additional terms displayed at purchase and applicable Australian gift-card laws.

Free standard shipping is available for eligible Australian retail orders of AUD $99 or more.

For eligible Australian retail orders under AUD $99 and weighing up to 3 kg, a flat shipping rate of AUD $XX applies. Orders over 3 kg, unusually large orders, wholesale orders and bulk purchases may require an individual shipping quote.

The free-shipping threshold is calculated after discounts and excludes delivery charges, gift cards and separately quoted wholesale or bulk orders unless we state otherwise.

Orders are normally processed on business days, excluding weekends and public holidays. Processing may take longer during launches, exhibitions, promotions, holiday periods, stocktakes or other high-volume periods.

Delivery timeframes displayed on the Website, at checkout or in carrier communications are estimates only unless we expressly guarantee a date in writing. Delays may occur due to weather, carrier congestion, industrial action, customs, natural events, public holidays or other circumstances outside our reasonable control.

Nothing in this section limits any right you may have where goods are not supplied within an agreed or reasonable time under applicable law.

Australian orders are sent using a trackable delivery service. You are responsible for monitoring tracking and making arrangements to receive or collect the parcel.

You must provide a complete and accurate recipient name, delivery address, email address and contact number. Contact us immediately if you identify an error. We will try, but may be unable, to amend an order after processing has begun.

Where a parcel is delayed, redirected, returned or lost because you provided an incorrect or incomplete address, you may be responsible for actual redirection, return-to-sender and redelivery costs, except to the extent the problem was caused by Yuan Sense or the carrier.

If you request or authorise “safe drop”, “authority to leave” or a similar service, the carrier may leave the parcel without obtaining a signature. Choose an appropriate, secure location and follow the carrier’s terms.

You are responsible for monitoring collection notices and collecting a parcel within the carrier’s timeframe. If an order is returned because it was unclaimed, refused without an agreed reason, incorrectly addressed by you or could not be accessed, we may require payment of the actual return and redelivery charges before resending it.

Any deduction from an approved refund will be limited to reasonable, non-recoverable costs and will not apply where the return resulted from our error, a product failure or where the law requires otherwise.

Incense sticks, ceramic holders and some accessories are fragile. We take reasonable care to select protective packaging and pack orders securely, but handling and movement during transport can occasionally cause damage.

Minor incense dust, slight surface powder, small edge chips or movement inside protective packaging may occur during ordinary transport and do not necessarily make the product unusable or establish a major failure. Substantial breakage, damage that prevents ordinary use, or a safety concern should be reported under section 21.

Do not burn or use a product that appears unsafe, contaminated, structurally damaged or unsuitable for use.

If a product arrives broken, crushed, leaking, contaminated, materially deformed or otherwise damaged in transit, email [CUSTOMER SERVICE EMAIL] as soon as possible and, where reasonably possible, within three calendar days after the carrier’s tracking records the parcel as delivered.

To support a timely assessment and any carrier claim, your email should include:

• your full name and order number;
• a description of the damage and when it was discovered;
• clear, unedited photographs or video of the damaged product and all broken pieces;
• photographs of the outer shipping carton or satchel from all relevant sides;
• photographs of the shipping label, internal protective packaging and retail packaging; and
• the product name, quantity and any visible batch or production information.

Take the photographs promptly after opening the parcel and before discarding, rearranging, repairing or using the product. Retain the product, all pieces and all packaging until we confirm that they are no longer required. Do not return the item unless we provide return instructions.

The three-day notice and evidence request helps us verify that damage occurred during transit and comply with carrier claim timeframes. A delay or inability to provide evidence may affect our ability to approve a voluntary transit-damage claim or recover from the carrier. It does not exclude or reduce any right or remedy that cannot lawfully be excluded under the ACL.

We assess each report individually, taking into account the photographs, packaging, delivery record, product condition, the extent to which the product remains usable and any carrier investigation.

Where we confirm a product was damaged in transit or otherwise fails to meet a consumer guarantee, the available remedy may include replacement, refund, store credit or another appropriate solution, depending on the circumstances and your legal rights.

We may ask you to return the item or make it available for inspection. Where the return relates to a confirmed fault, incorrect item or our error, we will arrange or reimburse reasonable return costs as required by law.

Protective shipping cartons, satchels, tissue and other transport materials are intended to protect the product and may show dents, scuffs, creases, labels or handling marks.

If only the external shipping packaging is cosmetically damaged and the purchased product, retail packaging and contents remain safe, complete and suitable for their ordinary purpose, we do not ordinarily provide a refund or replacement solely for that cosmetic shipping damage.

Damage to retail gift packaging or presentation packaging will be assessed separately, taking into account how the product was described and sold. Nothing in this section limits your rights under the ACL.

If tracking has not updated for an unusual period, the delivery estimate has passed, or the parcel is marked delivered but cannot be located, check the delivery location, household members, neighbours where appropriate, collection notices and carrier instructions, then contact us promptly.

We may lodge an enquiry and allow the carrier a reasonable period to investigate. A parcel will not normally be treated as lost until the carrier has completed reasonable searches or confirmed loss.

Optional carrier insurance or Extra Cover may be offered for an additional charge. Whether you purchase optional cover does not exclude any rights you have under the ACL.

Yuan Sense is not required to provide a refund or exchange where you simply change your mind, make an incorrect selection, find a lower price elsewhere, no longer require the product, or dislike the fragrance.

At our discretion, we may approve an exchange request made within 14 days after delivery where the product is completely unopened, unused, undamaged, in its original sealed retail packaging, accompanied by proof of purchase and suitable for resale.

For hygiene, quality-control and product-integrity reasons, opened or used incense and fragrance products are not accepted for change-of-mind return or exchange. This restriction does not apply to a product that is faulty, unsafe, incorrectly supplied or otherwise covered by an ACL remedy.

You must contact us and obtain approval and return instructions before sending any product back.

For an approved change-of-mind exchange, you are responsible for the return delivery cost, the cost of delivering the replacement product, any price difference and the risk of loss or damage while the returned product is in transit to us. Original delivery charges are not refundable.

Use a trackable service and pack the product securely. We may decline the exchange if the returned product is opened, used, incomplete, damaged or not in resalable condition.

Sale, clearance, sample, discovery-size, personalised, custom-made, gift-card, wholesale and final-sale items are not eligible for change-of-mind return unless we expressly agree otherwise or the law requires a remedy.

If you believe a product is faulty, unsafe, materially different from its description or sample, not fit for a disclosed purpose, or different from what you ordered, stop using it where continued use may be unsafe and contact us with proof of purchase and relevant evidence.

A product does not lose ACL protection merely because its packaging has been opened or it has been reasonably used to identify the problem.

We may inspect the product and ask reasonable questions about storage, use and the circumstances of the issue. We will not require you to accept a remedy that is inconsistent with your rights under the ACL.

Customers outside Australia must email us for a shipping quote before purchasing unless international checkout is expressly enabled for their destination.

You are responsible for checking whether incense, aromatic woods, herbs, plant-derived materials and accessories can lawfully be imported, possessed and used in the destination country. You are also responsible for customs duties, taxes, permits, brokerage fees and local handling charges unless we agree otherwise in writing.

We do not guarantee customs clearance or an international delivery date. If a parcel is refused, returned, confiscated or destroyed because of destination restrictions, unpaid charges, missing customer information or refusal of delivery, any refund or reshipment will be assessed individually. Subject to law, reasonable non-recoverable delivery, return, customs and handling costs may be deducted.

This section does not apply to the extent a problem was caused by our error or the law requires a different outcome.

Wholesale, stockist, corporate gifting, trade, custom and bulk orders may be subject to separately agreed minimum quantities, prices, lead times, shipping charges, insurance, payment terms, resale conditions and return terms.

Retail promotions, change-of-mind arrangements and free-shipping offers do not apply to wholesale or bulk orders unless confirmed in writing.

A reseller must not alter product warnings, make unauthorised medical or performance claims, repackage products without permission, or remove traceability information. Resellers must provide end users with the original safety information.

We aim to keep the Website accurate and available, but do not guarantee uninterrupted, error-free or virus-free access. Product information, availability and content may be updated prospectively.

You are responsible for maintaining appropriate device, account and cybersecurity protections. Do not misuse the Website, interfere with its operation, attempt unauthorised access, introduce malicious code, scrape it contrary to law, or use it for fraudulent or unlawful activity.

The Yuan Sense name, logos, product names, formulas, packaging, photographs, text, graphics, videos, designs and Website content are owned by or licensed to us and are protected by intellectual property laws.

You may view and use the Website for personal, non-commercial purchasing purposes. You must not reproduce, modify, distribute, sell, reverse engineer, imitate or commercially exploit our content, packaging or products without prior written permission, except where law permits.

If you submit a review, photograph, testimonial or other content, you confirm that it is truthful, based on your genuine experience, does not infringe another person’s rights and is not unlawful, misleading, abusive or confidential.

You grant us a non-exclusive, worldwide, royalty-free licence to store, reproduce and display submitted content for operating and promoting Yuan Sense, subject to applicable privacy law and any platform settings. We may moderate or remove content where reasonably necessary, but we are not required to publish every submission.

The Website may use or link to third-party payment providers, carriers, social platforms or websites. Their separate terms and privacy practices may apply.

We are not responsible for third-party content or conduct outside our reasonable control. This does not remove any responsibility we have as the seller under the ACL.

We handle personal information in accordance with our Privacy Policy and applicable privacy laws. Information may be shared with payment providers, carriers and service providers to process orders, prevent fraud, communicate with you and deliver products.

By placing an order, you confirm that information you provide is accurate and that you are authorised to provide any recipient information included in the order.

Nothing in these Terms excludes liability that cannot lawfully be excluded, including liability arising under the ACL.

To the maximum extent permitted by law, we are not liable for indirect, incidental, special or consequential loss that was not reasonably foreseeable, or for loss caused by your misuse, unsafe use, unauthorised alteration, failure to follow instructions, inaccurate delivery information or unlawful conduct.

Where the law permits us to limit a liability for goods or services and it is fair and reasonable to do so, our liability will be limited, at our option, to the remedies permitted by law, which may include replacement, resupply, repair, refund or payment of the reasonable cost of an equivalent remedy.

This section must be read subject to all applicable consumer guarantees and unfair contract term laws.

To the extent permitted by law, you are responsible for loss, damage or third-party claims caused by your material breach of these Terms, unlawful conduct, unauthorised commercial use or misuse of a product.

This responsibility does not apply to the extent the loss was caused or contributed to by Yuan Sense’s negligence, breach of contract, breach of a consumer guarantee or other unlawful conduct.

We are not responsible for delay or failure to perform to the extent caused by an event outside our reasonable control, including natural disasters, severe weather, fire, epidemic, war, civil disruption, industrial action, carrier network failure, government action, customs restrictions or major system failure.

We will take reasonable steps to reduce the effect of the event and communicate material delays. Your non-excludable rights, including rights relating to non-delivery within a reasonable time, remain unaffected.

We may suspend access, cancel an unaccepted order or close an account where reasonably necessary to address fraud, security threats, abusive conduct, unlawful activity, repeated breach or misuse of the Website.

We will not exercise this right in a way that removes a payment refund or other remedy to which you are legally entitled.

We may update these Terms prospectively to reflect changes to our products, operations, Website or applicable law. The version displayed when you place an order will ordinarily apply to that order.

We will not use a later change to remove rights that had already arisen under an accepted order or applicable law.

If a provision is invalid or unenforceable, it will be read down to the minimum extent necessary or severed, and the remaining provisions will continue to operate.

A delay or failure to enforce a right is not a waiver of that right. These Terms and the policies incorporated into them record the agreement relating to Website purchases, subject to any express written variation and applicable law.

These Terms are governed by the laws of New South Wales, Australia. Subject to any right you have to bring a claim elsewhere, the parties submit to the courts of New South Wales and courts entitled to hear appeals from them.

For questions, delivery issues, damage reports, exchange requests or quality concerns, contact:

Yuan Sense Customer Care
Email: [CUSTOMER SERVICE EMAIL]
Website: [WEBSITE URL]
Postal address: [RETURN OR BUSINESS ADDRESS]

Include your name, order number and a clear description of the issue. Please wait for return instructions before sending a product back.