As products are shipped using Australia Post, the shipping method is out of the control and responsibility of Candles Online. Therefore Candles Online cannot, and will not, take responsibility for shipping damages. However, Candles Online will consider a refund or replacement on a case-by-case basis and at their discretion.
To request a return or refund, you must email photos of the damage to [email protected] within 1 business day of receiving the product. Candles Online will verify the delivery date via Australia Post’s online tracking system.
Candle Online will then determine the best outcome – either to refund the price of the product or remake the product for you. In the case where we decide to remake the product for you, the customer is required to pay the postage.
Refunds are issued in the same tender as the original purchase. For example, if the product was purchased via PayPal, the credit will be refunded to the same PayPal account.