Refund policy
REFUND POLICY
Importantly, the rights described in this policy are in addition to the statutory rights to which you may be entitled under Competition and Consumer Act 2010 (Cth) and other applicable Australian consumer protection law and regulations. Please note that there may be limitations to your right to return and obtain a refund for products. However, these will always be subject to your statutory rights.
There are a number of reasons why you might want to return a product or make a claim for a refund, credit or replacement product:
- Change of mind - You made an error or no longer need the product
- The product is not conforming to specifications
- You received the wrong product
- You received a damaged product
- Your order got lost in transit by the courier company
- Your delivery was incomplete
In case of a “change of mind” claim, there are some items that are ineligible for return. Due to our hygiene and quality control purposes, we do not accept returns on:
- Fragrances
- Wax
- Candle additives
- Wicks
This ensures we only sell quality products that have not been tampered with, diluted or exposed to temperature change. Products need to be returned at your cost, in original condition suitable for resale. For a “change of mind” claim, a 20% admin/re-stocking fee will apply to enable us to process the claim, do quality control checks and put items back in stock online and in the warehouse.
All claims must be lodged within 7 days of receipt or delivery of goods. In the case of a lost order, please allow 7 days for it to arrive, and then lodge your claim within 7 days thereafter and contact us on 03 93051357 or email us at hello@australianluxurycandlesupplies.com.au