Terms & Conditions

Prices: All product and delivery prices shown at the Checkout are in Australian dollars and do not include taxes and fees in the country of delivery. If your banking currency is not Australian dollars the price will be converted by your credit card company, when your credit card is charged.

Prices are subject to change without notice, due either to the availability of fresh local content in our products or to an increase in costs of our imported components. Once an order is placed at a specific price, we will guarantee that price until completion of the order.

Product Specifications: Specifications are subject to change without notice, due to the handmade and hand packaged nature of our manufacturing process. All efforts are made to ensure uniformity of appearance and contents but we cannot guarantee the exactness of appearance and contents from one order to the next. Rest assured the quality of our products will never be compromised at any time for any reason

Orders & Payment: Orders and payments are made by credit card or Paypal through the Checkout on the website. For large orders over AUD1,000, retailer enquiries or other queries please use Contact Us to discuss.

Shipping & Delivery: All deliveries are shipped by Vanuatu Post registered airmail to your local post office. You will be advised of the tracking number. Once orders are despatched they cannot be modified As long as an item is in stock, we will ship it within 48 hours of receipt of your order. If the order requires preparation, it may take a little longer, but you will be kept informed of progress.

Returns, Refunds and Replacements: We believe in our products. You can return any items that do not meet your expectations, are broken, damaged, or are the wrong item, by notifying us within 14 days of delivery and returning the item(s) to us, for a full refund or replacement.

Before returning any product, please notify us by email, using the Returns and Replacements Form, as we are always keen to know the reasons for such a request, especially if it was for some reason of fault on our part. Do not ship the item(s) back to us until you have received our response.

Our policy for shipping costs on returns and replacements is:

  • if the fault was ours we will gladly pay the costs for the return of the item to us in Vanuatu, and the cost of shipping the replacement to you if appropriate;
  • If it was not our fault, then you will be required to meet shipping costs.

Please return items by airmail to:

  • South Pacific Sandalwood Limited, PO Box 1531, Port Vila, Vanuatu.

Include your original invoice or packing slip, plus your airmail return invoice.

When we receive the returned items, a Refunds and Replacements calculation sheet will be emailed to you and agreed by both parties prior to our making a refund or shipping the replacement item.

Refunds: Most refunds are paid to your credit card 3-5 days after we receive and process your returned goods. You will usually receive your refund in about 2-3 weeks from the time you initiate the process, depending on the length of time to ship to Vanuatu.

Replacements: We only replace the exact item and version you ordered. Shipping will usually be within 3 days after we receive and process the returned item(s).

Missing Items: If you are missing an item from your package, please check the Packing List that accompanies your order very carefully to verify that what we checked as sent was actually what you received. Contact us immediately. We will be responsible for the shipping costs to send the missing item to you.

Packaging: All of our packaging materials have been cleared through Australian and New Zealand quarantine channels. If at any stage our distinctive packaging materials are prevented from arriving at their destination anywhere in the world, we guarantee we will fully refund all of your costs of purchase and shipping.