Returns & Refunds Policy
Returns
We offer a 60-day return policy, meaning you have 60 days from the date you receive your order to request a return.
To be eligible for a return, items must be in the same condition that you received them, unless they are faulty, damaged, or defective.
To request a return, please contact us at contact@vipsoapcandle.com.au.
If your return is approved, we'll provide instructions on how to return your item. Returns sent without contacting us first cannot be accepted.
If you have any questions about returns, we're always happy to help. Simply email us at contact@vipsoapcandle.com.au.
Damaged, Defective or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is damaged, defective, faulty, or you have received the wrong product, please contact us within 60 days of receiving your order.
Once we've assessed your claim, we'll work quickly to make it right by offering an appropriate remedy, which may include a replacement, refund, or exchange.
We'll also provide a prepaid return shipping label at no cost to you, so there is no expense to return approved damaged or defective products.
Non-Returnable Items
Unfortunately, we cannot accept returns on:
Exchanges
The quickest way to receive a different item is to request a return for the original product (where eligible). Once your return has been approved, you can place a new order for the item you'd like.
Refunds
Once we receive and inspect your returned item, we'll notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method within 10 business days. Please note that your bank or credit card provider may take additional time to process and display the refund.
If more than 15 business days have passed since your refund was approved, please contact us at contact@vipsoapcandle.com.au.
Our Commitment to Australian Consumer Law
Nothing in this policy excludes or limits your rights under the Australian Consumer Law.
If a product is faulty, damaged, not as described, or fails to meet consumer guarantees, you are entitled to the remedies available under Australian Consumer Law.
If you believe your item is faulty, please contact us at contact@vipsoapcandle.com.au. Where a return is required, we'll provide a free prepaid return shipping label. Once the item has been assessed and confirmed to be faulty, we'll provide the appropriate remedy, which may include a repair, replacement, or refund, in accordance with Australian Consumer Law.
Our Commitment to Customer Satisfaction
Customer satisfaction is at the heart of everything we do.
We take pride in producing high-quality handmade soaps and candles and want you to be delighted with every purchase.
If you're not completely satisfied with your order, please get in touch. We'll do our best to find a suitable solution, which may include a replacement product, store credit, or a discount on a future order where appropriate.
