Returns and Refunds

Returns Policy:

We are very confident in the quality of our products.  If for any reason you feel the quality of the products does not align with what is presented online, we ask that you do these following steps to enable a refund:

  1. Notify us within 7 days of your delivery that you will like a refund. Any feedback during this time would be appreciated.
  2. We'll send you a return shipping label and you can book in a pick-up address and time that suits you.
  3. Upon inspection of the goods returned, if they are in the same condition as to how they were sent*, we will issue a refund to you. If goods are damaged during return transit, the value of these items will be deducted from the refund.

*’Same condition to how they were sent’ simply means – no damaged labels, products stored in appropriate temperature conditions (not in a freezer or in direct sunlight or in damp conditions). The shipment is to be sent back in the original box.

Please note: Strictly no returns on fragrance oils. To adhere to quality control measures and compliance we can not accept returns of fragrance products. We recommend sampling in smaller amounts for first orders.

Change of mind requests will be managed on a case by case basis. We understand changes in situation occur, however there are costs associated with returning purchased goods that will require a fee to cover the resources allocated to co-ordinate the returned goods. Change of mind requests will be at the discretion and decided by Pure Candle Supplies.

Refunds and Replacement Policy:

If your goods are damaged or defective in any way on delivery, please contact us at hello@purecandlesupplies.com.au as soon as possible to arrange a suitable remedy, such as return, exchange or refund.

Please note that you are required to inform us of any fault with the goods in the period from delivery until the fault or problem would reasonably be expected to appear. Based on the nature of our products, we estimate this period to be approximately 48 hours within receiving delivery.

If glassware is damaged during transit we will provide a refund if a general shipping carrier (Aus Post or TNT Express) is selected as the shipping option.

We will provide the customer a choice of a refund, and/or the damaged goods being re-sent if ‘’TNT Sensitive Express’’ is selected as the carrier option. This is the recommended glassware option as the goods are manually handled vs a conveyor belt system.

RTS Policy:

Any deliveries that are not signed for and are RTS to us will occur a RTS charge for the return freight and any re-stocking charges, which include stock that may incur damages during return transport.

Any orders which require to be re-shipped again to the customer after being returned to us, the customer will need to approve a new freight quote prior to re-sending the goods.