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Claims & Returns Policy


We are dedicated to providing the best service to all our customers. However despite our best intentions, things can still go wrong. When they do, it’s important we fix the problems as soon as possible.

All claims will be at our discretion. If the product does not conform to our specification in any way, or is defective, please submit a claim (via our website) as soon as possible so we can review and resolve it. To assist you, we have set out our  Claims Policy highlighting key points that you should know.

Our claim and returns policy includes the rights you have under the Australian Consumer Law. Your Rights under the Australian Consumer Law – You are entitled to a replacement, credit or refund for a major flaw. Candela Candles Wholesale is entitled to choose between providing you with a replacement, credit or refund of product value only.

 

CLAIMS PROCESS

For any product or order issue, return or claim, please submit a request via our website within ten days from the date of receipt of purchase or 3 business days from receipt of delivery (of your order), with the exception of damaged in transit claims. These must be lodged within 24hrs of receipt of delivery (of your order).

Any claims received after 10 days of receipt of order, or 3 business days from receipt of delivery (of your order) may be refused.

If damage in transit has occurred, you must submit the claim within 24 hours of receipt of goods. Anything submitted outside this timeframe will automatically be rejected.

The Claim Message Must Include:

  • Order Number
  • Statement of issue (see below for a list)
  • Relevant photos of all pieces, videos of breakages, shipping carton damage, fault or incorrect product
  • List exact product name and quantity we need to review (Please dont assume we can identify via images or correlate with a guess from your order)
  • If damage in transit has occurred, you must submit the claim within 24 hours of receipt of goods.

    STATEMENT OF ISSUE EXAMPLES:


    WRONG ITEM DELIVERED

    On occasion we may accidentally ship the wrong product to you. If you have received an incorrect item, but within 3 business days of receiving your delivery. You must send us photos of your entire order and the incorrect product. We will offer to send you the correct item and arrange for the pickup and return of the incorrectly shipped item at no cost to you.

    PRODUCT FAULTS

    Candela Candles Wholesale warrants all goods to be free from defects in materials and workmanship, and of acceptable quality and durability for the purpose for which they are designed. Warranties and guarantees are provided in accordance with Australian Consumer Law. If a product arrives that is faulty or defective please take photos or video clearly illustrating the problem and contact us within 3 business days via the claims process for review.

    Please be mindful we do not accept claims for colour or shape variations. We do our best to maintain consistent colour and tone and shape with products however variations may apply between different batches and shipments. 

    MISSING PRODUCT OR SHORT SUPPLIED

    You must let us know asap, but within 3 business days of receiving your delivery.  We have a very vigorous picking and packing process, however mistakes can sometimes still occur. If you are missing product you must:

    • Double check all packaging materials – It’s often noted that small items are accidentally thrown out with packaging materials.  
    • Confirm no one else at your premises removed any item(s) without your knowledge.

    Upon receipt of your claim we will locate the packing and shipping history. We will pick your order again to determine the total order weight, and compare this to the shipped weight on record.  If a product is missing there is always a weight difference which confirms the short supply. If the shipped weight is the same, it confirms all items were originally shipped.


    DAMAGED IN TRANSIT

    All claims for breakages in transit must be lodged via the claims process on our website within 24 hours of receipt of your order from Australia Post. This is the only exception to our standard claims process, as we need to know immediately if your order is damaged upon arrival. Any claims received outside of this time period will be rejected.

    If a product arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage. If you find obvious damage at the time of delivery, you can also refuse to accept from the courier, try and take photos if you’re able to and contact us immediately via our website claims process. The type of remedy we offer will depend upon the circumstances and the severity of the claim. It is at Candela Candles Wholesales’ discretion which course of action to take based on damage in transit claim.


    CANCELLED ORDERS

    Our warehouse operation is fast and efficient so if you want to cancel a ‘Paid’ order you must lodge the request via ‘Claim Process’ listed above within 2hrs of your order receipt.

    • If your order is already picked, packed and allocated for dispatch, a restocking fee up to 20% may be charged.  This fee will be deducted from your refund/credit.
    • If your order is already dispatched it is no longer possible to cancel and get a refund.
    • If your order is cancelled for change of mind, an online credit will be applied.
    • If you cancel an order and will not be purchasing with us again a refund can be processed within 2hrs from order receipt  However if you have paid via paypal or credit card, a 2% credit card surcharge fee will be deducted from the refund. We absorb all payment surcharge fees for all orders, but these are not refundable for cancelled orders because they are not refundable by the merchants.


    CHANGE OF MIND RETURN

    We typically don't accept returns for a change of mind. If you decide to return an unwanted product you must lodge the request within 10 days of purchase via the ‘Claim Process’ listed above. We will review your request based on the circumstances provided. You will also be notified if a restocking fee up to 20% is applicable.

    If approval is provided, we will confirm this in writing and you can proceed to return the goods at your cost. You must ensure the original order number  is provided with the returning goods and all returning goods are packaged appropriately to avoid damage. If the Order number is not included with the returned goods, this will cause processing delays as the goods can go missing in our busy warehouse if they do not have any instruction or reference numbers with them.  And this means you will not be reimbursed if the product goes missing. If a return is received damaged you will not be reimbursed for your return.

    Upon receipt of returned goods, they will be checked and if in the original condition, a store credit will be processed to your online user account.


    PRODUCT DEAD ON ARRIVAL

    Electrical products have a separate troubleshooting checklist. 

    Please carry out the following checks on all electrical products purchased from Candela Candle Wholesale:.

    1. Eliminate the power point - Check your power point with another working device
    2. Try the product in a different power point (not on same circuit) to see if problem still exist
    3. Determine if it’s the power adaptor: Swap out the power adaptor plug with another if you happen to have one.
    4. Ensure the plug underneath base is securely inserted


    THE CLAIMS REVIEW PROCESS

    Upon receipt of all information the review process can take up to 48 hours. Candela Candles retains the right to make the decisions following:

    • No fault found/Change of mind – Where there is no fault found, and you choose not to keep it, the product will be re-stocked, and the restocking fee up to 20% may apply.  Any cost incurred by you in bringing the item back to us will be your cost.
    • Fault Found – There is a fault found and the customer is to be offered a credit, replacement or a refund (if they no longer wish to use our service).
    • Broken/Damaged (in transit) Merchandise – Candela Candles Wholesale will work with you to discuss resolution options by way of apply a credit coupon to your user account, send out replacements with your next order or if specifically requested we will provide a refund accordingly for the value of the damaged product.

    We cannot offer a refund or exchange where the product has sustained damage due to abnormal use. This will be determined by Candela Candles Wholesale  upon inspection of the item(s) or digital photos.

    OBJECTIONS

    If you disagree with our findings, please do not ring and abuse our staff.  Under no circumstances will we accept threatening or bullying behaviour.  Please kindly reply to the email regarding your claim resolution with further evidence supporting your claim and we will be happy to review your claim again.

    Please be sure to submit additional good quality photos so that we can re-assess the issue in question.


    WHAT IS A RESTOCKING FEE?

    Restocking and administration fees become applicable due the amount of time and labour involved to process returns and exchanges.  Some of the activity involved is listed below.

    • Picking Orders from warehouse locations
    • Returning product to warehouse locations
    • Packing and unpacking orders
    • Allocating product back into stock to keep accurate inventory
    • Checking product for return damage
    • Counting product being returned
    • Applying credits or refunds

    This fee may be applied to Cancelled orders and Change of Mind Returns.


    ON THE SPOT RETURNS

    It’s not possible for us to facility an ‘On the spot return’ in our warehouse  You must submit a return claim via the Claims Process listed above.  It can take up to 48 hours to process credits for any approved returns.

    If you bring product back to the warehouse without written approval you can leave the items with staff along with your order number or receipt to be reviewed by our claims manager.  However if the return approval is not granted you will need to come and collect the goods. Someone will be in touch to review and process the claim via email.