Refund policy
Returns, Damages & Replacements
We take great care in packing every candle. However, if an item arrives damaged, we’ll make it right. Candle Collective will replace the affected item and cover postage within Australia.
Damaged or Faulty Items
Please inspect your order upon delivery. If your candle arrives damaged, defective, or incorrect, contact us within 2 days of receiving your order by emailing candlecollective.aus@gmail.com and include:
- Your full name and contact details
- Your order receipt or proof of purchase
- Clear photos of the damage and packaging
- A brief description of the issue
Once reviewed, we will advise on the next steps. Approved items must be returned unused and in their original packaging. Items sent back without prior approval will not be accepted.
Replacement Conditions
Replacements are provided only for the original item purchased and will be issued as a like-for-like replacement, subject to availability. We do not offer alternative designs, fragrances, finishes, or substitutions in place of the original item.
Damage claims are assessed individually and must relate to damage incurred during transit or due to a manufacturing fault. Damage resulting from misuse, alteration, intentional damage, or change of mind is not covered.
Where a replacement is not reasonably available, an appropriate remedy will be offered in accordance with Australian Consumer Law.
Handmade Variations
As each of our candles is hand-poured using natural soy wax, minor variations in colour, texture, or finish are normal and not considered defects. These variations do not affect performance and are part of the handmade nature of our products.
Exchanges
As all candles are hand poured and made to order, exchanges are not accepted. Each piece is unique, and replacements are offered only where an item is damaged or faulty.
Refunds
We do not offer refunds for change of mind or incorrect orders.
Refunds are only provided where required under Australian Consumer Law.
Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
Replacement
Each enquiry is handled with the same care and attention that goes into our hand-poured pieces. Requests are assessed individually to ensure the most appropriate resolution and to fulfil your original order as intended.
For any questions, please contact candlecollective.aus@gmail.com.