We understand that sometimes you may wish to return a product you have purchased from All Australian Candle making Supplies and Kits, to assist you, we have set out the our Policy highlighting key points that you should know.
Our Returns Policy includes the rights you have under the Australian Consumer Law and provides you with additional benefits in addition to those rights, because your satisfaction is important to us.
Your Rights 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 flaw. All Australian Candle Making Supplies and Kits is entitled to choose between providing you with a replacement or refund of product only.
Your rights under the Australian Consumer Law are not limited by a defined time. As you can appreciate, the type of remedy we can offer you may also vary on how long it takes you to return the product to us.
For any product return, please approach us directly within one month from date of purchase.
Any cost incurred by you in bringing the item back to us will be borne by you.
In order to obtain a refund or exchange a product purchased from All Australian Candle Making Supplies and Kits, you must have clear proof of purchase - typically, but not always, a receipt.
If we cannot be satisfied that you purchased the product from us then, under the law, we are entitled to elect whether or not to accept your product for return.
All Australian Candle Making Supplies and Kits retains the right to make the decisions following:
1.There is no fault found
Where there is no fault found, the product will be re-stocked at a cost to the customer of $10.
2.There is a major fault found and the customer is to be offered a replacement or a refund
3.The product has been damaged or abused through misuse.
Unfortunately, All Australian Candle Making Supplies and Kits cannot offer a refund or exchange where the product has sustained damage due to abnormal use, whether that has been identified by All Australian Candle Making Supplies and Kits.
If the product does not match its advertised description, All Australian Candle Making Supplies and Kits will provide you with a choice between a refund or other product to the value of the item purchased.
It is our experience that often when customers believe the product they have purchased is faulty; it can be resolved with some basic 'troubleshooting'. Please contact staff at All Australian Candle Making Supplies and Kits who can provide you with assistance.
What should I do if I have changed my mind and want to return a product?
If you still have your receipt and it is within 14 days of purchase, All Australian Candle Making Supplies and Kits will give you, at our option an exchange or credit providing the product is:
◦in its original condition and packaging
◦not a ‘made/built to order’ products and special orders – these cannot be refunded
If you meet the conditions above but are returning a product outside the 14 day return period, All Australian Candle Making Supplies and Kits will offer you an exchange or a credit with the value of the item purchased.
If you cannot provide proof of purchase but the product is an All Australian Candle Making Supplies and Kits product, Australian Candle Making Supplies and Kits will offer you an exchange or refund with the value of the item at the lowest recorded system price as its purchase date cannot be determined.
All return and outgoing postage is borne by the customer.
If All Australian Candle Making Supplies and Kits requests my personal information during the refund or exchange process, what do they do with the information?
Our respect for customer's right to privacy of their personal information is paramount. We have policies and procedures to ensure that all personal information, no matter how or where it is obtained, is handled sensitively, securely and in accordance with the National Privacy Principles. We may collect personal information during the refund or exchange process in order to comply with our fraud identification processes.
What happens if I have purchased a product online and want to return it because I have changed my mind?
The quickest way to return items is by returning directly to us. You can return or exchange most online purchases at All Australian Candle Making Supplies and Kits within 14 days of purchase. Simply approach the service for assistance. You can return items by mail. This can be coordinated on 02 9653 3600 or email [email protected]
Please be aware you will be responsible for all freight and also a re-stocking fee $10.