If for any reason, you are not happy with the product that you have purchased online, we will be happy to exchange the item/s or provide you with a credit note, provided the product is returned to us undamaged and in its *original condition. It is your responsibility to pay freight charges to return the item. (Please note that *original condition means unused, unmarked, and in original packaging). If the product is faulty, please telephone our customer service department, who will talk you through the process for a refund. This does not, and will not affect your statutory rights.
This information is an excerpt specifically relating to our returns policity taken from the standard Candles2go Terms and Conditions
6.1 In addition to your rights under clause 8, you may cancel your order for any reason;
6.1.1 prior to the Goods being despatched; or
6.1.2 within 30 days of delivery of the Goods to you if not opened/used.
6.2 Details of our after-sales service and guarantees, if any, are given on Our Website / in our catalogue.
6.3 If you cancel your order in accordance with clause 6.1.1, we will refund to you the price of the Goods and the cost of delivery, if any.
6.4 Subject to clause 6.5, if you cancel your order in accordance with clause 6.1.2, we will refund the price of the Goods only less 20% handing fee, and will not refund any of the costs of delivery of the Goods.
6.5 The option to cancel your order as set out in clause 6.1 is not available if the Goods are:
6.5.2 made or altered to your specification;
6.5.3 shrink wrapped or otherwise sealed electronic media such as software or DVD, which has been opened; or
6.5.4 newspapers or magazines.
6.6 If you cancel your order in accordance with clause 6.1.2, you must return them to us within 7 days in the same condition in which you received them. We cannot refund your money if the Goods have been used/opened, worn or damaged.
6.7 You are responsible for the cost of returning the Goods cancelled in accordance with clause 6.1.2.
6.8 To assist us in identifying your Goods on receipt by us, please ensure that you follow the procedure for return of Goods set out in clause 8.
6.9 For Goods returned in accordance with clause 6.6, we will refund the order cost less 20% and any delivery charges within 30 days following receipt of your returned Goods.
6.10 Notwithstanding any other provision contained herein, nothing in these terms and conditions shall be construed as removing, restricting or modifying the consumer guarantees provided for in consumer protection legislation (including the Australian Consumer Law or otherwise in the Competition and Consumer Act 2010) .
8.1 Provided you contact us within a reasonable time from when you received the Goods, we will refund all of the purchase price for Goods which you believe are faulty once returned to us in accordance with the instructions set out in this clause 8.
8.2 To do this, it is essential that you follow the instructions below.
8.3 You must tell us by email message to firstname.lastname@example.org or by letter to our land address at the top of these terms and conditions, that you would like to return the Goods, specifying exactly what Goods and when purchased, and giving full details of the defect or fault. We will then issue a returns note. If you send Goods to us without a returns note, we may not be able to identify sufficient details to enable us to confirm your return and refund your money.
8.4 The Goods must be returned to us as soon as any defect or fault is discovered.
8.5 So far as possible, Goods should be returned:
8.5.1 with both goods and all packaging as far as possible in their original condition;
8.5.2 securely wrapped;
8.5.3 including our delivery slip;
8.5.4 at your risk and cost.
8.6 For the avoidance of doubt, nothing in this clause 8 shall be construed as removing, restricting or modifying the consumer guarantees provided for in consumer protection legislation (including the Australian Consumer Law or otherwise in the Competition and Consumer Act 2010).