Refund Policy
At Valley Candles, we take great care when making and packing your order. However, if there is a problem with a product you've received, please contact us and we'll work with you to resolve it.
CHANGE-OF-MIND RETURNS
We do not accept change-of-mind returns or exchanges.
This includes situations where you:
- Simply change your mind about your purchase
- Decide you don't like the fragrance
- Order the wrong scent or product
- No longer want or need the item
- Find the same or a similar product cheaper elsewhere
Please take care when selecting your products and fragrances, as we are unable to offer refunds or exchanges for change-of-mind purchases.
This policy does not affect your rights under the Australian Consumer Law.
FAULTY, DAMAGED OR INCORRECT PRODUCTS
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
If a product you receive is faulty, damaged, unsafe, doesn't match its description, or otherwise fails to meet a consumer guarantee, please contact us at valleycandlestas@gmail.com.
Depending on the nature of the problem, you may be entitled to a repair, replacement or refund.
For a major problem with a product, you may be entitled to choose between a refund or replacement. For a minor problem, we may be able to repair or replace the product within a reasonable time.
We may need to assess the product before determining the appropriate remedy.
HOW TO REPORT A PROBLEM WITH YOUR ORDER
If you believe there is a problem with your order, please contact us at:
Please include:
- Your order number
- A description of the problem
- Photos of the product and packaging where appropriate
Please contact us before returning an item. We will provide instructions on what to do next.
DAMAGED ORDERS
If your order arrives damaged, please contact us as soon as reasonably possible and provide photographs of the damaged product and packaging.
We will assess the issue and work with you to provide an appropriate remedy where required under the Australian Consumer Law.
INCORRECT OR MISSING ITEMS
If you receive an incorrect product or an item is missing from your order, please contact us at valleycandlestas@gmail.com with your order number and details of the issue.
We will investigate the issue and arrange the appropriate solution.
CANDLE APPEARANCE & NATURAL SOY WAX VARIATIONS
Our candles are handmade using natural soy wax. Because of this, some natural variations may occur, including frosting, minor surface imperfections, colour variations and changes in the appearance of the wax.
These characteristics are a normal part of working with natural soy wax and do not necessarily indicate that a candle is faulty.
Please refer to our Candle Care information for more information about caring for and burning your candle.
If you believe your candle has a genuine fault or is not performing as expected, please contact us so we can assess the issue.
SALE ITEMS
Sale items are subject to the same consumer guarantees as full-price products.
We do not offer refunds or exchanges on sale items for change of mind.
This does not affect your rights under the Australian Consumer Law.
RETURN SHIPPING
If we ask you to return a product so that we can assess or resolve a problem, we will provide you with instructions on how to return it.
Where Australian Consumer Law requires us to provide a remedy and you have incurred reasonable return postage costs, we will reimburse those costs. Please keep your postage receipt.
REFUNDS
Where a refund is approved, it will generally be issued to the original payment method.
Once your refund has been processed by Valley Candles, your bank or payment provider may require additional processing time before the funds appear in your account.
If you believe a refund has been approved but you have not received it, please contact us at valleycandlestas@gmail.com.
AUSTRALIAN CONSUMER LAW
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies available to you under the Australian Consumer Law.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.