RETURNS AND REFUND POLICY
Last Updated: 4 February 2025
At Spirited Flame, we take pride in our products and want you to enjoy them as much as we do. We understand that sometimes issues may arise, and we are committed to resolving them in line with Australian Consumer Law (ACL).
This policy outlines your rights and responsibilities when requesting a return, replacement, or refund.
1. Change of Mind Policy
We do not offer refunds or exchanges for change of mind, personal preference, or sensitivity/allergy to fragrance. We encourage customers to carefully read our fragrance descriptions before purchasing.
2. Damaged or Faulty Products
If you receive a product that is damaged or faulty, we will provide a replacement (not a repair) once we have received the item and confirmed the issue.
What is Covered?
Major Faults: Includes cracked vessels or other significant defects that affect the product’s use.
Faulty Products: If a product does not work as intended, we will assess it and determine if a replacement is necessary.
What is Not Covered?
Shipping Damage: If your item was damaged in transit, this is covered by Australia Post’s shipping guarantee. Please contact them directly for compensation. You can find detailed information about compensation for lost or damaged items on the Australia Post website, here: https://auspost.com.au/receiving/delayed-lost-or-damaged-items/compensation
Minor Cosmetic Issues: Minor imperfections that do not affect the use of the product (e.g., slight frosting or surface variations in candles) are natural occurrences and not considered faults.
3. Timeframe for Reporting an Issue
- All issues must be reported within 24 hours of receiving your order.
- Claims submitted after this period may not be eligible for replacement.
4. Proof of Purchase & Eligibility
To process a return or replacement, you must provide:
- Your original order number (from Spirited Flame).
- Clear photos of the issue, including packaging if relevant.
- A description of the problem.
Purchases from Our Stockists
If you purchased a Spirited Flame product from one of our wholesale stockists, you must contact them directly for any returns or refunds. We do not process returns for items purchased from third-party retailers.
5. Return Shipping Costs
- If we determine the issue is clear from photos and communication, we will cover return shipping costs.
- If further inspection is needed, customers will initially cover return shipping costs. If the product is confirmed faulty, we will reimburse the shipping fee and provide a replacement.
6. Products Not Eligible for Return
For health and hygiene reasons, the following items cannot be returned:
- Bath & body products (e.g., soaps, lip balms, bath salts, lotions).
Used candles (candles must be unused and in original condition for assessment).
7. How to Lodge a Return Request
To initiate a return or replacement request, follow these steps:
1. Email Us at info@spiritedflame.com within 24 hours of receiving your order.
2. Include the following in your email:
- Order number.
- Description of the issue.
- Clear photos of the product from all angles (including packaging if applicable).
3. We will review your request and respond within 2 business days.
4. If approved, we will provide further instructions for return or replacement.
8. Refunds
Refunds are only provided in rare cases where a replacement is not possible (e.g., discontinued products).
Refunds will be processed back to the original payment method within 5-7 business days after approval.
9. Contact Us
If you have any questions about our Returns & Refunds Policy, please contact us at:
Email: info@spiritedflame.com
For additional information about our policies and procedures, please view our Terms and Conditions.