RETURN POLICY
16. Return and Refund Policy
Due to the unique nature of our handmade products we do not accept change of mind or cancellations once an order has been placed. Once an order is placed, it is processed promptly to ensure timely delivery. As a result, we are unable to accommodate changes of mind or cancellations. If you have any concerns or questions about our products, please feel free to reach out to our customer support team luxecandleco.info@gmail.com and we will be happy to assist you. We appreciate your understanding of our policy as it enables us to maintain the quality and integrity of Luxe Candle Co. products.
16.1 Faulty Products
You are required to promptly notify Luxe Candle Co. of any perceived fault in the goods within 24 hours from the date of delivery or purchase. It is crucial to inspect the goods immediately upon delivery. Notification of a fault is considered given upon the receipt of an email sent to luxecandleco.info@gmail.com. When emailing, provide details such as a description of the goods, invoice number, a description of the fault, and any supporting evidence for your claim, such as photographs or videos. Luxe Candle Co. will then issue a return confirmation. Faulty items should be returned within 7 days of returns confirmation. If the goods are found to have a major defect or fault, you have the option to request Luxe Candle Co. to replace the Goods or provide you with a refund. If it is determined that there is no fault with the goods, you acknowledge that you are not entitled to a refund or replacement. For further details on your rights, please refer to the consumer guarantees outlined in the Australian Consumer Laws.
To facilitate the safe delivery of the goods, adhere to the following procedure when returning products:
· Keep the goods in their original packaging and in the condition in which they were received.
· Ensure the items are securely wrapped.
· Include our delivery slip with the returned goods
16.2 Luxe Candle Co has a strict no change of mind refund policy.
17. Feedback, comments or complaints
17.1. If you have any questions, please email luxecandleco.info@gmail.com. We endeavour to respond to all inquiries within three business days.
