退款政策

Returns & Refund Policy

At Arcandles, we want you to love your purchase. If you have any questions or concerns about your order, please contact us at info@arcandles.com.au.

Change of Mind Returns

If you have changed your mind, returns (for a refund) and exchanges may be accepted within 14 days of receiving your order.

To be eligible for a change-of-mind return:

Items must be unused and in their original, resellable condition.
Items must be returned in their original packaging.
All accessories, packaging and promotional items included with the order must be returned.

For hygiene reasons, opened or used body products, bath products, skincare products, earrings and other personal-use items cannot be returned for change-of-mind reasons.

Return and exchange shipping costs are the responsibility of the customer. We recommend using a tracked shipping service, as Arcandles cannot be responsible for returned parcels that are lost or damaged during transit.

Once the returned item has been received and inspected, your refund will be processed. Items returned used, damaged, incomplete, or not in their original saleable condition will not be eligible for a refund. Arcandles reserves the right to assess the condition of returned items before approving any refund.

Approved change-of-mind refunds will be issued to the original payment method used for the purchase.

Please note that some payment providers and Buy Now Pay Later services may charge transaction fees that are not refunded to merchants when a refund is processed. Where applicable, any non-refundable payment processing fees charged to Arcandles by the payment provider may be deducted from the refund amount.

This applies only to change-of-mind returns and does not affect your rights under Australian Consumer Law.

Sale Items, Gift Cards & Gift Packs

Sale items, gift cards and gift packs are not eligible for change-of-mind refunds or exchanges unless required under Australian Consumer Law.

Custom & Personalised Items

Custom-made, personalised or specially prepared items cannot be returned for change-of-mind reasons unless required under Australian Consumer Law.

Incorrect, Faulty or Damaged Items

We carefully inspect and package all orders before dispatch. However, if your order arrives damaged, faulty, or you receive an incorrect item, please contact us within 48 hours of receiving your parcel at info@arcandles.com.au.

Please provide:

Your order number.
A description of the issue.
Clear photographs showing:
- The damaged, faulty or incorrect item.
- The original packaging, including protective materials.
- The shipping label.

These photos help us assess the issue and, where applicable, assist with any shipping provider claim.

In some cases, Arcandles may request the item to be returned for inspection.

If the issue is confirmed, Arcandles will provide an appropriate remedy, which may include:

Replacement of the item where available.
An alternative product.
A refund where applicable.

Approved refunds will be processed to the original payment method within 2 business days after approval. Please allow an additional 5–7 business days for the refund to appear, depending on your bank or payment provider.

Natural Product Variations

Some Arcandles products contain natural materials or are handmade. Variations may occur in colour, appearance, texture, fragrance, crystal placement, size, shape and natural inclusions.

These variations are considered part of the uniqueness of the product and are not considered faults.

Product images are provided as a guide only, and the actual product received may vary slightly from the image shown.

Australian Consumer Law

Nothing in this Returns & Refund Policy excludes, restricts or modifies your rights under the Australian Consumer Law.

If a product has a major fault, is not of acceptable quality, is significantly different from its description, or does not perform as expected, you may be entitled to a repair, replacement or refund in accordance with your legal rights.