Refund Policy

At Luna Grace Candle Co, we are committed to providing you with high-quality handcrafted candles. We understand that sometimes issues may arise, and we're here to help. This policy outlines our approach to returns, refunds, and exchanges in accordance with Australian Consumer Law.

Your Rights Under Australian Consumer Law

Under the Australian Consumer Law (ACL), you have guaranteed consumer rights that cannot be excluded. These rights include:

• Products must be of acceptable quality – They must be safe, lasting, with no faults, and look acceptable.
• Products must be fit for purpose – They must do what they are designed to do and what you asked for.
• Products must match descriptions – They must match any sample or demonstration model shown to you, and match descriptions in advertising or on packaging.

If our products fail to meet these guarantees, you are entitled to a remedy, which may include a repair, replacement, or refund.

Damaged or Faulty Products

We take great care in packaging your candles to ensure they arrive safely. However, if your product arrives damaged, defective, or faulty, we will gladly provide a remedy in accordance with Australian Consumer Law.

What Qualifies as Damaged or Faulty?

• Candles that arrive broken, cracked, or shattered
• Products with manufacturing defects (e.g., tunneling, poor wax quality, faulty wick)
• Candles that do not burn properly despite following care instructions
• Items that are significantly different from what was advertised
• Products that pose a safety risk

How to Report Damaged or Faulty Products

Incorrect Items Received

If you receive an incorrect item due to our error, we will arrange for:

• The correct item to be sent to you at no additional cost
• A prepaid return label for the incorrect item (where applicable)
• A full refund if you no longer wish to receive the correct item

Please contact us at lunagracecandleco@outlook.com within 5 days of receiving your order with your order number and details of the incorrect item.

Refund Processing

When a refund is approved:

• Refunds will be processed to the original payment method used for the purchase
• You will receive a confirmation email once the refund has been processed
• Refunds typically appear in your account within 5-10 business days, depending on your financial institution
• Original shipping costs are non-refundable unless the return is due to our error or a faulty product

Exchanges

We do not offer direct exchanges. If you receive a damaged or faulty product and would like a different item, we recommend:

1. Reporting the damaged/faulty item for a refund
2. Placing a new order for your desired product

This ensures you receive your preferred item as quickly as possible.

Non-Refundable Items

The following items cannot be returned or refunded except where they are damaged, faulty, or incorrect:

• Candles that have been used, burned, or opened
• Products purchased during clearance or final sale events (clearly marked)
• Gift cards and digital products
• Personalized or custom-made items

The Inner Glow Subscription

Subscription-specific terms apply:

• You may cancel your subscription at any time with no cancellation fees
• Cancellations made after the 15th of the month will take effect the following month
• Monthly subscription candles follow the same damage/fault policy as regular purchases
• Refunds for subscription payments are not available for change of mind
• If a subscription candle arrives damaged or faulty, contact us for a replacement

For full subscription terms, please refer to our Inner Glow Terms & Conditions.