Returns & Exchange Policy
WE STAND BEHIND ALL OF OUR PRODUCTS. WE USE THE BEST PROCESSES AND MATERIALS AVAILABLE WHEN MANUFACTURING.
REFUND POLICY
Refunds are only vaild for Candles and Wax Melts and Accessories. Cracked/chipped jars, uneven wicks, or damaged items during transit may be refunded within 30 days of delivery.
The following is not qualified for a full refund; minor packaging scratches, box folds, lid scratches, frosting, wetspots, discolouration or wax tunneling.
1. CUSTOMER SATISFACTION IS OUR PRIORITY
At Unity Candle Co, customer satisfaction is our priority.
We offer refunds and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy.
Any benefits set out in this Policy may apply in addition to consumer's rights under the Australian Consumer Law.
Please read this Policy before making a purchase, so that you understand your rights as well as what you can expect from us in the event that you are not happy with your purchase.
If you are not completely satisfied with your product purchase, you may return your unused item(s) at own cost, in their original packagaing, within 30 days of delivery for a refund minus any delivery fee.
All return request must be approved by our team before processing. Only new and unused products will be approved.
2. AUSTRALIAN CONSUMER LAW
a. Under the Australian Consumer Law:
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law for major failures with the service you are entitled:
- to cancel your service contract with us; and
- to a refund for unsed portion, or to compensation for its reduced value.
You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obatin a refund of any unused portion. You are also entitled to be compensated for any other reasonbly forseeable loss or damage from a failure in the goods or service.
b. We offer refunds, and replacements in accordance with the Australian Consumer Law.
c. The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.
d. If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
e. Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.
f. If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) the you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably forseeable loss or damage resulting from that major failure.
g. If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consnumer Law) then you may still be entitled to have the goods replaced.
3. CHANGE OF MIND
a. In the event that you recieve the products or services which you purchased, as stated, but you simply change your mind, we may, at our discretion, offer you a refunnd or exchange provided that:
I. You notify us within 30 days of receipt.
II. In the case of products, You return the said product in its original packagaing.
III. In the case of products, the opened products packaging has not been damaged.
IV. In the case of products, the said product has not been used.
V. In the case of products, the said product has not been damaged.
VI. In the case of products, you return the said product with its original receipt.
VII. In case of services, the services have not already been performed.
b. Please note that any returned product, for the reason of change of mind, with in 30 days of your receipt must be returned at your own expense.
4. PRODUCTS DAMAGED DURING DELIVERY
In the event that a product which you ordered is damaged during delivery:
a. Please contact us as soon as possible.
b. Any damaged product must be returned in the condition it was in when you recived it, together with any packaging and other items which you received with the damaged product.
c. We will organise to replace the damaged product with an equivalent product, or to provide a refund, provided that you contact us within the following time from the date you recived the product: 30 days
5. EXCEPTIONS
Notwithstanding the other provisions of the Policy, we may refuse to provide a replacement or refund for a product or service you purchased if:
a. You misused the said product in a way which caused the problem.
b. You know or were aware of the problem(s) with the product or service before you purchased it.
c. You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.
d. Any other exceptions apply under the Australian Consumer Law.
6. ORDER ERRORS/FAULTY PRODUCT
All of our products are 100% inspected and checked during the time of manufacture and time of dispatch. In the unlikely event that your item is faulty or you receive any incorrect item(s), we are happy to replace the item(s) for you at no additional cost. Please contact us within 30 days from delivery date to report any faulty products.
7. ORDER CANCELLATION
You may cancel you order up until your order has been picked and proceessed for delivery. After this your order is not able to be cancelled.
For any cancellation requests, please contact our online customer service team or email us at info@unitycandleco.com.au
8. SHIPPING COSTS FOR RETURNS
a. In the event that a product you purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law we will bear any costs of shipping the said product (the "Returned Product") back to us, as well as any costs of shipping any replacement products to you. Please note this does not apply if you return an item purely for change of mind.
b. If the Returned Product can easily be posted or returned, then you are responsible for organising for the Product to be returned to us. If the Returned Product is eligible for a replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.
c. If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you and is believed to be eligible for a replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then we will organise for the postage, shipping, transportation or collection of the Returned Product.
d. In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.
9. RESPONSE TIME
We aim to process any requests for replacements or refunds within 30 days of having recived them.
10. HOW TO RETURN PRODUCTS
a. You may contact us to discuss a return using the details at the end of this Policy.
b. We will pay any refund in the same form as the original purchase or to the same account or credit card as was used to make the original purchase, unless otherwise determined in our sole discretion.
c. You must provide proof of purchase in order to be eligible for a refund or replacement.
d. You may be required to present a government issued identification document in order to be eligible for a refund or replacement.
11. CONTACT US
If you wish to speack with us about this Policy or about any refund or replacements, you may contact us through our online chat system or at info@unitycandleco.com.au