Return Policy for Silverwood Candles (silverwoodcandles.com.au)

At Silverwood Candles, we take great care in handcrafting each product to ensure the highest quality and customer satisfaction. As all our products are meticulously handmade, we do not accept returns or exchanges for change of mind or preference. However, your happiness is our priority, and we want you to be completely satisfied with your purchase. If your order arrives damaged, we are here to assist you with a resolution. Please read our return policy carefully to understand your rights and our procedures.

1. Damaged Items:

In the unlikely event that your order arrives damaged, please contact our customer support team at contact@silverwoodcandles.com.au immediately or within 48 hours of delivery. We want to make it right for you as quickly as possible. We may request photographic evidence of the damage to process your request efficiently.

2. Resolution Options for Damaged Items:

If your order is eligible for resolution due to damage during transit, we may provide the following options:

a) Refund: We may offer a refund to the original payment method for the full purchase amount, including shipping costs. Please note that refunds will not be issued once the candle has been lit.

b) Replacement: Alternatively, we may replace the damaged item at no additional cost to you. We will ship the replacement item to you promptly. Please note that replacements will not be issued once the candle has been lit.

3. Non-Refundable Items:

Please note that products that have been mishandled or not used according to our care instructions are not eligible for a refund or replacement. Additionally, personalized or custom-made items that are not damaged cannot be refunded or replaced. Please note that once a candle has been lit it is not eligible for refund/replacement.

4. Packaging of Returns:

If your item is eligible for a refund or replacement due to damage, please keep the product in its original packaging and ship it back to us following the instructions provided by our customer support team.

5. Return Shipping Costs:

If your item is eligible for a refund or replacement due to damage, we will cover the return shipping costs. Please follow the shipping instructions provided by our customer support team.

6. Response Time:

We aim to process any requests for refunds or replacements within 7 days of having received them.

7. No Refunds or Replacements for Change of Mind:

We do not provide refunds or replacements for change of mind or preference. Please choose your items carefully, and feel free to reach out to our customer support team at contact@silverwoodcandles.com.au if you have any questions about our products before making a purchase.