All Qilin Candles are lovingly hand poured in Melborne, Australia using all – natural wooden and cotton wicks and Cocosoy wax.

 

RETURNS AND REFUNDS

1)We will confirm and dispatch orders within 2 Business Days. On average, customers should expect to receive orders within 5 to 7 Business Days.

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

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

If a customer’s complaint relates to a defective or damaged product, we will promptly in accordance with point (3) above arrange for:

(a)a like-for-like replacement of the product and ship at our cost, in accordance with the customer’s rights under the Australian Consumer Law; or

(b) offer a refund in full for the product (including any amounts paid for shipping);

(c) the customer is entitled to choose between a replacement or refund in accordance with clause (2) above. We will not refuse a customer’s request for a remedy.

4)We will allow customers to return goods where a customer changes their mind, where the goods are:

(a) returned within 14 days of the customer’s order being received

(b)as new and are not used, worn, or opened and have all original packaging and tags in-tact (including any package seals (if any) being unbroken)

(c)in a resalable condition

(d)not damaged in any way.

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

(f)The goods will only be refunded once the goods are confirmed as received. The initial shipping fee charged to the customer to send the goods will not be refunded or credited.

5)We agree to adhere to core values such as providing customers with value for money. This is more important now than ever before as more and more people turn to shopping online as they spend more time at home.

We will adhere to the following rules for essential products:

(a)Not raise prices by an unreasonable amount if we had been previously selling the product; or

(b)Not list products for an unreasonably high price if we had previously not sold the product.