We will handle all queries fairly, reasonably and without unnecessary delay and in accordance with this Policy and the Australian Consumer Law.


We will respond to any customer query within 1 Business Day and resolve the query within a further 5 Business Days.

All eligible returns, for change of mind, needs to be within 14 days of the order being received, the candle must be unused and in the same condition that you received it. It must also be in the original packaging and in resaleable condition.

The customer bears the risk of return and is responsible for the costs of return postage.

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, (less cost of delivery) and a credit will automatically be applied to your original method of payment, within a certain amount of days.


If your query relates to a defective or damaged candle:

1) you are entitled to choose between a replacement or a refund

2) we will send a like-for-like replacement of the candle and ship it at our cost, in accordance with your rights’ under the Australian Consumer Law; or

3) we will offer a full refund for the candle, including any amounts paid for shipping


Contact us at sales@qilincandles.com.au regarding any questions related to refunds and returns.