Refund policy

At Aurora Candles, we take pride in carefully hand-packing and shipping every order. We want our customers to love their purchase while also ensuring our returns process remains fair for everyone. 

Please read our policy below before requesting a return or refund.

 

1. Change of Mind Returns 

Due to the nature of our products and for hygiene and safety reasons, we do not offer refunds or returns for:

  • Change of mind

  • Incorrect product selection

  • Preference of scent or style

  • Minor variations in colour or appearance (see FAQs for common variances in the product as each are hand poured)

  • Used or burned candles or other products

Please choose carefully before purchasing.

 

2. Damaged or Faulty Items 

If your order arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery.

To help us assess the issue, please provide: 

  • Your order number

  • A description of the issue

  • Clear photos of:

    • The product

    • Any damage

    • The packaging

    • Shipping label if applicable

Once reviewed, we may offer: 

  • A replacement product

  • A refund

  • Partial refund where appropriate

Refunds or replacements are issued at our discretion after assessing the claim.

 

3. Return Eligibility 

To be eligible for a return or refund: 

  • The item must be unused and unburned

  • The item must remain in its original packaging where possible

  • Proof of purchase must be provided

  • The issue must be reported within the required timeframe (7 days after delivered)

We reserve the right to refuse returns or refunds that do not meet these conditions. 

 

4. Non-Returnable Items 

We cannot accept returns for: 

  • Used or burned candles

  • Products damaged through misuse, mishandling, or improper storage

  • Items purchased during clearance or final sale promotions unless faulty

  • Minor cosmetic imperfections that do not affect product performance

 

5. Return Shipping 

If a return is approved: 

  • Customers may be required to return the item before a refund or replacement is issued

  • Return postage costs are the responsibility of the customer unless the item is confirmed to be faulty or incorrect

  • We recommend using tracked shipping, as we are not responsible for lost return parcels

 

6. Refund Processing 

Approved refunds will be processed back to the original payment method. 

Please allow: 

  • 3–10 business days for refund processing depending on your payment provider or bank

Shipping costs are generally non-refundable unless required under Australian Consumer Law.

 

7. Australian Consumer Law 

Nothing in this policy excludes or limits your rights under the Australian Consumer Law. 

Customers are entitled to a replacement or refund for major faults and compensation for any other reasonably foreseeable loss or damage.

 

8. Contact Us 

To request a return or report an issue, please contact: 

Aurora Candles

Email: candlesbyaurora1@gmail.com

Phone: 0499813978