Returns and refunds

Your rights

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 failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing on this page limits those rights.

If something is wrong

This covers a candle or wax melts that arrive damaged, are not what you ordered, or have a fault. Email greenwickau@gmail.com as soon as you notice, with:

• your order number
• a photo of the product, its label and its packaging
• a short description of what is wrong

Where you can, please tell us within 7 days of delivery, so we can look into it while the details are fresh. That is a request, not a deadline. Your rights under the Australian Consumer Law do not expire after seven days.

What we will do

If the problem is a major failure, you can choose a replacement or a refund. For any other fault, we will repair, replace or refund. If we ask you to send something back, we pay the reasonable cost of returning it. For a candle we may ask for photos instead, because the jar is heavy and the wax is fragile.

Candles that burn badly

A candle that tunnels, smokes or burns unevenly is more often the result of how it has been burned than a fault in the candle. Our candle safety page explains the first burn and wick trimming, which fix most problems. If you have followed it and the candle still does not burn as it should, tell us and we will put it right.

Change of mind

We cannot accept returns or give refunds if you simply change your mind, because once a candle or a pack of wax melts has left us we cannot know how it has been stored, handled or burned. This does not affect your rights above. If you ordered the wrong fragrance by mistake, write to us anyway. We read every email, and where we can help, we will.

Cancelling an order

If you need to cancel or change an order, email us as soon as you can. If it has not been dispatched, we will cancel it and refund you in full. Once an order is on its way it can no longer be cancelled, and the change of mind section above applies.

Refunds

Approved refunds go back to the card or wallet you paid with. Your bank may take up to 5 to 10 business days to show it.

Contact

Greenwick AU (ABN 40 911 899 786) · greenwickau@gmail.com