Refund policy

We have a 60-day return policy, which means you have 60 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it.

To start a return, you can contact us at contact@vipsoapcandle.com.au 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at contact@vipsoapcandle.com.au 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@vipsoapcandle.com.au

Commitment to Australian Consumer Law: We understand the importance of compliance with Australian consumer law, which is designed to protect the rights of consumers. As a responsible business, we strictly adhere to all relevant regulations and guidelines outlined in the Australian Consumer Law. This includes providing accurate and transparent product information, offering fair and reasonable refund and return policies. Our commitment to Australian consumer law ensures that our customers can shop with confidence, knowing that their rights are protected. If you receive a faulty product, contact us to arrange return of the item. Once received if the item is confirmed faulty, we will reimburse the cost of the item and reimburse the cost of postage.

Customer Satisfaction: Customer satisfaction is at the heart of everything we do. We are dedicated to providing an exceptional shopping experience and ensuring that our customers are delighted with their purchases. We strive to offer high-quality, handmade soaps and candles that meet or exceed our customers' expectations. We are confident you will be pleased with our products. If however, you are not satisfied with the product, contact us with the details, and we will look options such as replacement or discount on your next order.