Refund Policy

 Returns

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Please be sure to contact us within 7 days of receiving your order. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items 
  • To complete your return, we require a receipt or proof of purchase.
  • Please do not send your purchase back to the manufacturer. 
  • There are certain situations where only partial refunds are granted (if applicable)
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 14 days after delivery

 

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at sales@thecandlelibrary.com.

 

Subscription Cancellation and Refunds

Any subscriptions purchased for a three month duration [both paid in full or pay-as-you-go] are non-refundable. Three month subscriptions may be cancelled so shipment is not fulfilled, however no refunds for non-shipped candles purchased on a three month subscription basis will be awarded. 

Pay as you go subscriptions for six and twelve month durations may be cancelled after a total of three charges. Customers can cancel their subscription after this period whereby shipping and monthly charging will cease. If you do not receive an email confirming your cancellation, please contact sales@thecandlelibrary.com. 

Six month subscriptions purchased upfront will receive a 10% discount on the overall price. Twelve month subscriptions purchased upfront will receive a 15% discount on the overall price. Customers may cancel for a partial refund after three subscription shipments. Six and twelve month subscription cancellations will incur a fee equal to the percentage discount received at time of purchase. Customers will be refunded the cost of the remaining subscription shipments minus the difference of the same refund at the full monthly rate.

You should expect to receive your refund within 10 days of giving notice of your cancellation. In most cases you will receive a refund more quickly. This time period includes the time it takes us to process your return once we receive it, and the time it takes your bank to process our refund request.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

 

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@thecandlelibrary.com and send your item to: PO Box 534 Maroubra AU 2035.

 

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

 

Shipping

To return your product, you should mail your product to:

PO Box 534
Maroubra
New South Wales  2035

Australia

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of your original shipping will be deducted from your refund - i.e. You will only receive a refund for the product you purchased only.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

When returning your item, please ensure it is securely packaged to avoid breakages. We recommend using sufficient bubble wrap and/or padding. The Candle Library will not be responsible for any returns not packaged properly that are broken in transit. Any items broken in transit due to customer fault will not be eligible for return or exchange.