Refund policy

At The Violet Wick, we take pride in crafting high-quality soy candles, and your satisfaction is of utmost importance to us. Due to the unique nature of our handmade products, we would like to inform you that we do not accept change of mind or cancellations once an order has been placed.

Once an order is placed, it is processed promptly to ensure timely delivery. As a result, we are unable to accommodate changes of mind or cancellations.

Our goal is to provide you with a positive experience and exceptional soy candles. If you have any concerns or questions about our products, please feel free to reach out to our customer support team, and we will be happy to assist you.

We appreciate your understanding of our policy as it enables us to maintain the quality and integrity of The Violet Wick products. Thank you for choosing The Violet Wick for your soy candle needs.

Faulty Products

You are required to promptly notify The Violet Wick of any perceived fault in the Goods within 24 hours from the date of delivery. It is crucial to inspect the goods immediately upon delivery.

Notification of a fault is considered given upon the receipt of an email sent to info@thevioletwick.com. When emailing, provide details such as a description of the Goods, invoice number, a description of the fault, and any supporting evidence for your claim, such as photographs or videos. The Violet Wick will then issue a returns confirmation.  Return Postage will be paid by The Violet Wick, unless determined there is no fault with the product.  Faulty items should be returned within 7 days of returns confirmation.

Upon receiving the returned items, The Violet Wick will conduct a thorough inspection of the Goods. Ensure that the returns note is included when returning a faulty product.

If the Goods are found to have a major defect or fault, you have the option to request The Violet Wick to replace the Goods or provide you with a refund. If it is determined that there is no fault with the Goods, you acknowledge that you are not entitled to a refund or replacement. For further details on your rights, please refer to the consumer guarantees outlined in the Australian Consumer Laws.

To facilitate the safe delivery of the Goods, adhere to the following procedure when returning products:

• Keep the Goods in their original packaging and in the condition in which they were received.
• Ensure the items are securely wrapped.
• Include our delivery slip with the returned Goods

Cancellations & Refunds of Bespoke Orders

Cancellations and Refunds: a. Written cancellation requests are required for all cancellations. b. If the customer cancels the order prior to the commencement of work, a complete refund will be issued. c. Once the order has entered the production phase, no refunds will be granted.

Thank you for your cooperation in following these procedures. If you have any questions or concerns, please don't hesitate to contact us.

Thank you for choosing The Violet Wick!