WEBSITE POLICIES

Faulty/Broken Product Claims

All faulty or broken product claims must be received within 7 days of you receiving your products. After this time we can not process refund/exchanges unless it is an electrical item within its 1 year warranty period.

Claims of product having no scent must be lodged in writing with email or postal mail within 7 days of receiving of the product. After this time no claims can be made. Products are tested on each batch to make sure of quality of fragrance on every product.
 

Returns
 

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.


To be eligible for a return, your item must be Unused and in the same condition that you received it. It must also be in the original packaging. We do not exchange or refund for a simply change of mind or if the item has been used.


Several types of goods are exempt from being returned:
 

These Products can be Returned, Refunded
Pure Essential Oils, Any Used Products unless deemed faulty by a member of staff from TVCC. 

Gift Cards - Once Activated and email these are not refundable at all under circumstances

To complete your return, we require a receipt or proof of purchase, this can be found in your email.

There are certain situations where only partial refunds are granted (if applicable)

 

Any item not in its original condition, is damaged or missing parts for reasons not due to our error. Any item that is returned more than 30 days after delivery.

 

Refunds (if applicable)

 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.


If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days depending on your bank institution.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@tamarvalleycandlecompany.com.au
 

Sale items (if applicable)

 

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@tamarvalleycandlecompany.com.au 
 

Order Cancellations

Orders can be cancelled although once an order has been placed a 5% restocking fee will apply, when if you (the customer) has used credit card, paypal, interest free or pay in installments options/interest free payments options.

Shipping


You rorder will be shipped via courier or hand delivered a Tamar Valley Candle Comp[any. Deliveries are conducted between 7am and 8pm 7 days per week. You will be sent a tracking number or a Local Delivery Notification once your order is complete and ready.

Returns

 

To return your product, you should email hello@tamarvalleycandlecompany.com.au for Returns Instructions/ 
 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

 

If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

Returned Parcel(s)
If your parcel is returned to us for any reason and you the customer wish to cancel your order a $10 fee (cost of courier services for returning a parcel to us) will be removed from the amount owning regards of the payment method, $10 fee will be deducted from your refund.

 

Cancelling Order(s)
Any online orders placed through our website that are cancelled will incur a 10% Restocking Fee off the original Invoice Price. This amount will be refunded with 24-72 Business Hours depending on the payment method used.

WHOLESALE ENQUIRIES

For all wholesale enquiries please email 
hello@tamarvalleycandlecompany.com.au