Refund policy

Returns

We have a 60-day return policy, which means you have 60 days after receiving your order to request a return.

To be eligible for a change-of-mind return, your item must be unused, in its original condition and in its original packaging. Candles must not have been burned and the wick must remain clean and unlit. You’ll also need your receipt or proof of purchase.

To request a return, contact us at Sales@scentualcandles.au. If your return is accepted, we’ll provide instructions on how and where to send your item. Items returned without first requesting a return will not be accepted.

Customers are responsible for return shipping costs for change-of-mind returns.

Damaged, faulty or incorrect items

Please inspect your order when it arrives and contact us as soon as possible if an item is damaged, faulty or you receive the wrong item so we can assess the issue and provide an appropriate remedy.

For items damaged in transit, please provide clear photos of the damaged item, the packaging it arrived in, and the shipping label with the barcode visible. We require this information to lodge a damage claim with the carrier.

Exceptions / non-returnable items

Custom-made and personalised candles cannot be returned for change of mind.

Sale items and gift cards cannot be returned for change of mind.

These change-of-mind conditions do not exclude or limit any rights or remedies you may have under the Australian Consumer Law.

Refunds

We’ll notify you once we’ve received and inspected your return and let you know whether your refund has been approved. If approved, the refund will be made to your original payment method within 7 business days. Your bank or credit card provider may take additional time to process the refund.

If more than 10 business days have passed since we approved your refund, please contact us at Sales@scentualcandles.au.

If you have any questions about a return, contact us at Sales@scentualcandles.au.