Returns

We're sure you'll love your candle as much as we loved making it, however if your product is faulty we do have a 14-day return policy, which means you have 14 days after receiving your item to request a refund.

Unfortunately we are unable to offer returns due to change of mind however we are always happy to accept exchanges or returns on products that have a manufacturing defaults or were damaged during shipping.

Please contact ballaratcandleco@outlook.com with any questions or concerns.

Conditions of return: Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at ballaratcandleco@outlook.com. Please note that returns will need to be sent to the following address: 717 La Trobe Street, Redan, VIC 3350.

If your return is accepted, we’ll instructions on how and where to send your package. Items sent back to us without first requesting a return or exchange will not be accepted.

You can always contact us for any return question at ballaratcandleco@outlook.com.

Damages and issues

Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can rectify the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, such as custom products (special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards except where product is faulty.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We will then refund you the amount for your original item, not including shipping costs.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at ballaratcandleco@outlook.com.