Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
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 candlewytch@gmail.com. Please note that returns will need to be sent to the following address: [address will be provided upon request]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at candlewytch@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as 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.
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.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.
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 candlewytch@gmail.com.
Payment:
Upon checkout, a number of payment options are offered. Full payment is required prior to an order being filled and shipped. Payment options include:
PayPal: Shop and pay with the safety of PayPal. When selecting this option, you will be directed to PayPal's secure site and asked to log into your PayPal account or to set up a new PayPal account. Don’t want to set up a PayPal account; you can still pay with credit card through their secure site without creating an account. No personal details are passed onto us other than the transaction amount and your delivery address.
Credit card: Credit Card Payments are available via the Shopify platform by either Visa or Mastercard. Credit Card payments are also available via Google Wallet and Apple Pay. Credit card details are not shared with Soy and Shea.
Afterpay: Shop and pay with the safety of Afterpay. When selecting this option, you will be directed to Afterpay's secure site to log into your Afterpay account or set up a new Afterpay account. No personal details are passed onto us other than the transaction amount and delivery address.
Refund and Returns:
The Candlewytch will abide by Australian Statutory Legal requirements in regards to products that are faulty. If you believe your product to be faulty please contact us with the details of the fault and any photos. Items sent back without first contacting me will not be refunded or returned.
Any items that are to be returned will be assessed and will either be replaced or refunded accordingly. Refunds are issued on the cost of the product only and not any postage costs incurred.
Refunds will be issued in the same manner in which the goods were paid. If product was paid for with Credit Card, you will need to provide the same credit card details for the refund. If you are unable to provide the same details, the refund will not proceed per Australian Legal requirements.
Refunds will not be offered on change of mind purchases or if you do not like the scent ordered. Please ensure you read scent descriptions prior to purchasing.
In the event a parcel has an Authority to Leave when being delivered, items that are damaged, lost or stolen will not be refunded or replaced. Due to Australia's weather conditions, it is advised against requesting an Authority to Leave to prevent damage products.
Due to health and hygiene concerns, any bath and body products purchased cannot be returned or refunded if the seals are broken or damaged. Please be sure to read all ingredients listed in the description and contact me prior to purchase if you have any concerns or questions.