Terms & Conditions
Promotions will take place between the stated dates & no orders before or after this period will be redeemed at promotional offers / discounted prices.
REFUNDS, RETURNS & CANCELLATION POLICY
If your order arrives less than perfect please provide a photo to firstname.lastname@example.org so we can organise a replacement or refund. Please note we are unable to provide refunds or exchanges without proof of goods. We do not offer refunds or exchanges for change of mind purchases.
If you do decide to return your item, the item will need to be returned back to Candela Co at your own expense. We recommend you do so by registered post. The item will need to be sent back in the same packaging it arrived in & in a resalable condition.
If an item is received damaged photo proof is required. Send to email@example.com. Candela Co will then view item & organise replacement or refund if decided damage was not inflicted by customer & was a fault with transport / delivery carrier, packaging or other. For Candela Co to be able to send a replacement or issue a refund, we require that the customer take the item/s in the original packaging to the post office & fill out a PM26 form. After we have received confirmation of this being lodged we can then organise your refund / replacement. Candela Co will not be able to issue a refund / replacement without this being done.
If candle / diffuser care & safety instructions are not followed Candela Co will not replace or refund damaged items.
The customer may request the cancellation of an order in accordance to the following terms. A cancellation request must be in writing & sent to firstname.lastname@example.org within 24 hours of ordering & during business hours (9am to 5pm Monday to Friday, excluding public holidays) All of Candela Co products are made to order, as such once items are made no cancellations are valid if written notice wasn’t recieved within 24 hours of purchase. If Candela Co accepts a cancellation request, it will refund the total price paid by the customer less an administrative fee of 10% of the total order price.
Please note : Candela Co will not replace any candle that is tunnelling. We have tested all our candles & wicks to ensure they burn evenly. A such if your candle is tunnelling it is by fault of the user. Please read our candle care instructions to help fix the issue.
DELIVERY TIMES & DELIVERY ISSUES
If a delivery is late, the purchaser must inform Candela Co customer service department as soon as possible by email, sent to email@example.com. Candela Co will then contact its authourised carrier to initiate an enquiry. Enquiries may take some time but we aim to resolve any issues within two (2) weeks from the complaint date.
A delivery time of up to 5 to 7 days for items that are in stock applies. For special orders & personalised products, a longer delivery time may occur.
Candela co is not liable for any loss suffered in connection with the use of this website or a linked website. This general disclaimer is not restricted or modified by any specific warnings & disclaimers. Information on this website is provided “as is” without warranty of any kind. Information on this website may contain typographical errors, technical inaccuracies or other errors & may be changed at any time without notice. Candela Co has a policy of continuos improvement of products & reserves the right to make improvements or changes without notice.
Candela Co, its directors, officers & employees do not accept any responsibility or liability (whether direct or consequential) that may arise for the use of this website or errors / omissions in the information or content on this website.
All prices include GST. Any photos or illustrations shown on the website are for illustrative purposes only & may vary from the actual product received. Candela Co will endeavour to provide a product similar to what is posted on this website. Availability of products or certain colours or styles of products may also vary from item to item.
Candela Co may at any time without advance notice withdraw, limit, modify cancel or increase the availability of a product or the money payment to obtain a product.
By submitting a final order for a Candela Co product, the customer acknowledges that they have read & understood these terms & conditions.