POLICIES AT HOLY SMOKE CANDLE CO.
Service as It Should Be
In today’s online shopping market, we believe that honesty is the best policy. That’s why we designed the most generous, fair and transparent store policy for our customers. Read the following sections to find out more about how we ship or exchange products, or about how we secure your personal data. Please don’t hesitate to contact us if you have any questions!
How It Works
This Refund Policy ("Policy") applies to all purchases from us, unless stated otherwise.
CUSTOMER SATISFACTION IS OUR PRIORITY
At Holy Smoke Candle Co, customer satisfaction is our priority.
We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and
on the terms set out in this Policy.
Any benefits set out in this Policy may apply in addition to consumer's rights under the
Australian Consumer Law.
Please read this Policy before making a purchase, so that you understand your rights as well as
what you can expect from us in the event that you are not happy with your purchase.
(a) Under the Australian Consumer Law:
Our goods and services come with guarantees that cannot be excluded under the Australian
Consumer Law. For major failures with the service, you are entitled:
- to cancel your service contract with us; and
- to a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to choose a refund or replacement for major failures with goods. If a
failure with the goods or a service does not amount to a major failure, you are entitled to
have the failure rectified in a reasonable time. If this is not done you are entitled to a refund
for the goods and to cancel the contract for the service and obtain a refund of any unused
portion. You are also entitled to be compensated for any other reasonably foreseeable loss
or damage from a failure in the goods or service.
(b) We offer refunds, repairs, and replacements in accordance with the Australian Consumer
(c) The Australian Consumer Law provides a set of Consumer Guarantees which protect
consumers when they buy products and services.
(d) If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees
which it provides. If there is an inconsistency between this Policy and the Australian Consumer
Law, the Australian Consumer Law will prevail.
(e) Further information about the Australian Consumer Law and these Consumer Guarantees is
available from the website of the Australian Competition and Consumer Commission.
(f) If a product or service which you purchased from us has a major failure (as defined in the
Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be
entitled to compensation for any reasonably foreseeable loss or damage resulting from that major
(g) If a product or service which you purchased from us has a failure which does not amount to a
major failure (as defined in the Australian Consumer Law) then you may still be entitled to have
the goods repaired or replaced.
CHANGE OF MIND
We do not offer any refund if you simply change your mind, or find the same product or service
PRODUCTS DAMAGED DURING DELIVERY
In the event that a product which you ordered is damaged during delivery:
(a) Please contact us as soon as possible.
(b) Any damaged product must be returned in the condition it was in when you received it,
together with any packaging and other items which you received with the damaged product.
(c) We will organise to repair the damaged product or to collect it and replace it with an
equivalent product, or to provide a refund, provided that you contact us within the following
time from the date you received the product: 14 days from the purchase date
Notwithstanding the other provisions of this Policy, we may refuse to provide a repair,
replacement or refund for a product or service you purchased if:
(a) You misused the said product in a way which caused the problem.
(b) You knew or were made aware of the problem(s) with the product or service before you
(c) You asked for a service to be done in a certain manner, or you asked for alterations to a
product, against our advice, or you were unclear about what you wanted.
(d) Any other exceptions apply under the Australian Consumer Law.
SHIPPING COSTS FOR RETURNS
(a) In the event that a product you purchased fails to meet one or more Consumer Guarantees
under the Australian Consumer Law we will bear any costs of shipping the said product (the
"Returned Product") back to us, as well as any costs of shipping any replacement product to you.
(b) If the Returned Product can easily be posted or returned, then you are responsible for
organising for the Returned Product to be returned to us. If the Returned Product is eligible for a
repair, replacement or refund under the terms of this Policy (including under the Australian
Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation
costs for the Returned Product.
(c) If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and
returned by you, and is believed to be eligible for a repair, replacement or refund under the terms
of this Policy (including under the Australian Consumer Law), then we will organise for the
postage, shipping, transportation or collection of the Returned Product, at our cost.
(d) In the event that we organise and pay for the inspection, postage, shipping, transportation or
collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or
refund under the terms of this Policy (including under the Australian Consumer Law), then you
will be required to pay the costs of any inspection, postage, shipping, transportation or collection
of the Returned Product.
ASSISTANCE FROM MANUFACTURERS
(a) In some cases, manufacturers may provide assistance in relation to their products, and they
may be able to resolve your issue more quickly.
(b) In some cases, manufacturers may provide warranties for their products, which go beyond the
Consumer Guarantees under the Australian Consumer Law or any other rights which you may
have under this Policy.
(c) You are not obliged to contact the manufacturer directly in order to seek a repair, replacement
or refund. However, you may do so if you wish.
(8) RESPONSE TIME
We aim to process any requests for repairs, replacements or refunds within 14 days of having
HOW TO RETURN PRODUCTS
(a) You may contact us to discuss a return using the details at the end of this Policy.
(b) We will pay any refunds in the same form as the original purchase or to the same account or
credit card as was used to make the original purchase, unless otherwise determined in our sole
(c) You must provide proof of purchase in order to be eligible for a refund, repair or replacement.
(d) You may be required to present a government issued identification document in order to be
eligible for a refund, repair or replacement.
If you wish to speak to us about this Policy or about any refund, repairs or replacements, you may
contact us at:
Email us at : firstname.lastname@example.org for all returns and questions