Refund policy

Returns & Exchanges Policy

The Burnt Candle Company

Effective Date: May 8, 2026

At The Burnt Candle Company, we put a lot of care into every candle we create and send out. We truly hope you love your purchase—but if something isn’t quite right, we’re here to make it as easy as possible.

Your Rights (The Important Bit)

Under Australian Consumer Law, you’re entitled to a replacement, repair, or refund if a product:

  • Is faulty or damaged
  • Isn’t as described
  • Isn’t of acceptable quality

This is something we fully stand by—no fine print, no runaround.

If Your Candle Arrives Damaged or Faulty

We’re so sorry if this happens—it’s not the experience we want for you.

Please email us at info@burntcandleco.com.au within 7 days of receiving your order with:

  • Your order number
  • A short description of the issue
  • A photo of the product

From there, we’ll organise a replacement or refund, depending on what you prefer.

Change of Mind

We understand that sometimes things don’t work out.

If you’ve changed your mind, we can offer an exchange or store credit provided that:

  • The item is unused and unlit
  • It’s in its original packaging
  • You contact us within 14 days of delivery

Please note:

  • Return shipping costs are the customer’s responsibility
  • Original shipping costs are non-refundable

Items That Can’t Be Returned

For hygiene and safety reasons, we’re unable to accept returns on:

  • Used or burned candles
  • Items not in original condition
  • Sale or clearance items

How to Start a Return

Simply reach out to us at info@burntcandleco.com.au, and we’ll guide you through the process.

We like to keep things simple and human—no complicated forms or hoops to jump through.

Refunds

Once your return is received and inspected, we’ll let you know the outcome.

If approved:

  • Refunds will be processed to your original payment method
  • Please allow a few business days for it to appear, depending on your bank

A Small Note from Us

Our candles are made to bring warmth, calm, and a little moment of pause into your space. If something falls short of that, we genuinely want to know—and we’ll always do our best to make it right.